Highlighted
by Investigator
Investigator

Pay As You Go Credit Disappeared.

Immediately after turning on my phone this morning I received a text from 150 stating I had £0.00 credit on my phone. As I was reading it I received another text from 150 saying thank you for choosing to move your T-Mobile phone number across to your new EE pay as you go plan. Your £15.62 credit (which is the right amount) has now been transferred. To check your new balance go to www.ee.co.uk/myaccount. 

 

I tried to make a call this afternoon and was told I have no credit again. I rang 150 to get a credit check and it says £0.00 credit. I don't think I've been terminated as the number can still receive calls and I can also ring 150. 

 

I believe that I moved over to EE a couple of years ago when I needed a change over to a nano sim for another phone.

 

Any ideas as to where it's gone anybody, or do I need to head off to the nearest EE shop?

12 REPLIES 12
Highlighted
by Ace Contributor
Ace Contributor

Re: Pay As You Go Credit Disappeared.

Hello @lolgeoff and welcome to the community.

 

When did you last make chargeable usage on the phone, such as making a call to a normal number, sending an SMS?

 

Thanks,

Peter

Highlighted
by Grand Master
Grand Master

Re: Pay As You Go Credit Disappeared.

@lolgeoff : What exactly does texting AL to 150 report?

 

When texting NUMBER to 150 what network does it say you are on?

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
Highlighted
by Investigator
Investigator

Re: Pay As You Go Credit Disappeared.

Hello Peter thanks for the welcome.

 

I was thinking it might be a lack of use issue as I rarely use it but I can't understand the sudden out of the blue text saying I've moved to EE. I reckon my last call was around Christmas but the number must still be "live" as I can receive calls and texts, and EE saying I need to top up before I can make outgoing calls.

Highlighted
by Investigator
Investigator

Re: Pay As You Go Credit Disappeared.

Hello

 

When I text AL I just get the current balance as of today is £0.00.

 

Texting NUMBER says the right mobile number and that I'm on an EE plan.

Highlighted
by Grand Master
Grand Master

Re: Pay As You Go Credit Disappeared.

& AL said nowt about a pack or allowances?

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
Highlighted
by Investigator
Investigator

Re: Pay As You Go Credit Disappeared.

It also says last top up date and for more info on my packs, add ons or free boosts go to MyEE.

 

Highlighted
by
EE Community Support Team

Re: Pay As You Go Credit Disappeared.

Hi @lolgeoff.

 

Could you check your My EE account to see if you have an active pack please?

 

It could be that your credit has been used to fund your chosen pack.


Chris

Highlighted
by Investigator
Investigator

Re: Pay As You Go Credit Disappeared.

Hello Chris, it is saying I have no pack right now and is recommending the £10 everything pack. I don't need a pack that includes data, call me old fashioned but I only want to use it as a phone.

I shall go to their Bluewater shop today and see what they have to say about it. I'm not sure whether I'll get any joy from them as I'm certainly not a lucrative customer and they would not miss my custom if I walked.

Highlighted
by
EE Community Support Team

Re: Pay As You Go Credit Disappeared.

Hi @lolgeoff.

 

The EE store will have access to your account and I'm sure they'll be able to help explain what has happened and look for a suitable plan for you.

 

Let us know how you get on.


Chris

Highlighted
by Investigator
Investigator

Re: Pay As You Go Credit Disappeared.

Well I went into EE Bluewater explained the problem to a member of staff who then rang customer support for me and handed me the phone. I told customer support of my problem and she said she had heard about it earlier this morning and couldn't find any reason why my credit had been removed. She did a bit of keyboard bashing and said that it is now back to where it was, and it was. 

 

Great service from the staff all done and dusted in about 15 minutes.

 

I presume that you, Chris, are something to do with EE if you are could you pass on my thanks to those involved? However because I, due to no fault of my own, was unable to contact a service operator because I didn't have the 35p credit to press that option on the menu list I had to make the journey on a wet and windy day to sort it out. Why isn't this option free to EE users? 

Highlighted
by
EE Community Support Team

Re: Pay As You Go Credit Disappeared.

Hi @lolgeoff,

 

I'm really pleased to hear your issue has been resolved and it will be my pleasure to pass your feedback over to the guys at Bluewater.

 

All calls to pay as you go Customer Care are charged at 25p per call.

 

Thanks

 

James

Highlighted
by Investigator
Investigator

Re: Pay As You Go Credit Disappeared.

Thanks James.

 

It's alright charging 25p a call to customer services if you have 25p credit to do so, but unfortunately EE decided to lose my credit making it impossible to question where my credit had gone. Catch 22 springs to mind. 

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