Money taken from bank account but EE can't carry on with order

[Hill_Climber_Up]

I tried to order 5G mobile broadband on a pay as you go contract.

The plan has a £275 up front payment then £26 monthly charge. AFTER taking the £275 up front payment from my bank account I then received an email stating the EE performed a credit check and can't carry on with the order now but I could still pick up a great value pay as you go deal from EE.

I'm relocating to the UK after a couple of decades of living overseas so I expected to not pass a credit check. This is why I opted for a pay as you go deal.

Why is a credit check relevant to a pay as you go order? Why was the £275 payment upfront deducted from me before you decided you could not carry on with the order? Why after telling me I'm not eligible for a pay as you do deal does the email go on to say I can pick up a great pay as you go deal? Am I eligible for pay as you go or not? If not, can I get a refund of the £275? I paid via my debit card because I haven't picked up a UK credit card yet.

[Chris_B]

@Hill_Climber_Up  that wasn’t a PAYG offer that was a contract as 5G isn’t available to PAYG at present.     You’ll be refunded within 7-10 days. 

[Hill_Climber_Up]

According to the EE website, it is available:

https://ee.co.uk/broadband/pay-monthly-mobile-broadband-gallery/5g-wifi-details

[Chris_B]

@Hill_Climber_Up   And they are contracts listed not PAYG.   It even states a yearly price increase in March.  It even states it’s a 1 month or 24 month contract at the top.   The 1 month contract will be a 30 day rolling contract but it’s still a contract it’s not PAYG.    Pay As You Go isn’t even mentioned on any of those tariffs. 

[Hill_Climber_Up]

Thanks. That's me confusing a 1-month rolling contract with PAYG. 

Since I'm stuck with PAYG until I build up a UK credit record, I've ordered a 5G SIM on PAYG from another provider who piggy backs on EE's network since I already know that EE's coverage is great where I live.