Credit Refund

[ClayParrot]

 

 

I paid my bill in full on 23/01 so I could cancel my contract immediately after years of absolutely awful service and financial and emotional distress caused by EE. I received a text stating that to leave my contract early, the total charge would be £39.96. I posted a cheque for this amount despite still not being given my final bill. I have successfully switched over to Smarty mobile (who are absolutely fantastic) I logged into the EE app today to find a message stating “Your bill is paid and in credit. Your bill of £220.21, due on 26 Jan 26 is paid and you’re £39.97 in credit” 

What on earth is going on here?? Why ask for a payment of £39.96 then tell me I’m in credit?? I paid my bill by card or ApplePay each month so after doing some research, I assume EE will send a cheque for the overpayment?? 

Has anyone experienced anything like this before? EE have been horrendous to deal with over the last 5 years and I just want to be rid of them once and for all! 
TIA

[XRaySpeX]

When did receive that text saying that to leave your contract early, the total charge would be £39.96?

When was your no. ported to smarty?

[ClayParrot]

They sent me the same text 4 times on 23/01 after I paid the £220.21 and requested my PAC code so I could leave them:

Hi from EE.

FRAUD WARNING: 

The PAC code you requested is below and is only used for changing your mobile network provider. We'll never call or text you asking for this PAC code, nor ask you to enter it online. If you did not request this or are not switching networks please call us immediately on 150 as someone may be trying to change your mobile network provider fraudulently.

Sorry you're leaving EE, your PAC for xxxxxxxxxxx is xxxxxxxx and is valid until 21.02.2026.

Give this code to your new provider. They'll sort out transferring your number across. Use it before it expires! If you don't, your EE account will stay active, and you'll carry on being charged. 

If you were to leave today the total charge for ending your contract early is £39.96 (excluding any outstanding add-to-plan product payments), this will show on your final EE bill. 

You can find out more, including your rights to compensation if things go wrong, and log in to your online account, at ee.co.uk/leavingus 

or call us on 150

. Thanks!

My “final bill” says nothing about an amount of £39.96! I’ve submitted a complaint (not the first and won’t be the last as I intend to open a case with the Communications Ombudsman about them)

[XRaySpeX]

I was asking you for the date on which the PAC was used by Smarty to port your no.? You may have got it on the 23rd but when was your no. ported?

Also when was the end of your contract term?

[ClayParrot]

The porting request for Smarty was submitted on 24/01. Contract end date was 26/03/26 I think 

[Northerner]

Hi @ClayParrot 

You'll need to speak to EE CS on 150 about this issue because there is no account access on these forums. 

https://ee.co.uk/help/contact-ee

Thanks 

[XRaySpeX · Accepted solution]

That text was advising you that if you left EE "today" you would have to pay a charge but you never left EE on that "today". You didn't leave EE until your no. was ported to Smarty & that didn't happen until at least the 24th or more likely the 26th as that was a w/end when porting doesn't occur.

You were too hasty in sending that amount to EE as the text was just advisory & never told you to pay anything. Now you are in credit with EE & all you can do is call CS and ask for the credit to be refunded to you.

[ClayParrot]

It would have been helpful if they had explained that in the text… once again highlighting why I couldn’t wait to get rid of them.