Unauthorised charges after switching to PAYG with £0 early termination fee

[wakasahanan]

Hi EE Community,

I am writing to seek help from an EE Mod/Advisor regarding an issue with unauthorised charges on my account after moving abroad.

Before leaving the UK, I contacted EE Support via live chat to clarify my options. The advisor and the automated PAC system explicitly confirmed that:

1. My early termination fee for ending my contract was £0 (confirmed via official SMS from 65075).

2. There would be no hidden fees or termination charges.

3. The representative agreed to migrate my number directly to Pay As You Go (PAYG) so I could keep my line active without monthly recurring charges while living abroad.

Despite these clear written confirmations, I have just been hit with an unauthorized charge of £244.29 on my account without my consent. I have full screenshot evidence of the chat transcripts and the official SMS proving the £0 penalty agreement.

Could an EE Moderator or Advisor please step in to review my account, reverse/refund this £244.29 charge immediately, and confirm that my line is safely on Pay As You Go?

Thank you.

[Schockwave · Accepted solution]

Hello @wakasahanan ,

Welcome to the community,

We have no account access in this public forum, so none of the moderators will be able to help you. You would have to speak to customer service or write a letter to their address which you can find here:

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

If you ended your contract early, then that would be the early termination fee, not sure why they told you you would have nothing to pay.

[XRaySpeX]

Aside from those unexpected contract charges, please note it takes 30 days notice to cancel a contract & before it is moved to PAYG. Had that change taken place while abroad you can't now use it at all while abroad. To be used abroad EE PAYG SIMs need 1st activating on EE's home UK network. If it wasn't you can't now use it until you return to UK.