£26 balance on 10th July vanished without any usage. I am new to EE

[Christopher_G]

Hi @SAEEDSULTAN 

Welcome to the community.

Is your balance £0? Has your credit paid for a pack?

Chris

[SAEEDSULTAN]

Hi Chris

Yes probably it is a Pay as you go pack. I am new to EE so I didn't know which pack to buy. I had no idea how it works. The EE dealer in Leicester Square gave me this sim. I have rarely used this sim but have lost so much money without usage.

I request you to please help me by getting a refund, and replacing my account with the best economical account. I will be highly obliged.

NB: I am a retired senior citizen.

Best regards.

xxxxx xxxxxx

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[Christopher_G]

Did you use the SIM card whilst in the UK before you went abroad, @SAEEDSULTAN?

You would need to discuss a refund or change of plan with our Mobile Care team.

Chris

[SAEEDSULTAN]

Hi Chris. Yes I used this sim in UK for a month.

I definitely want to get a refund; and speak with someone to change my package to an economical package so that I do not lose money again. 

Regards.

Saeed

[Katie_B]

Thanks for confirming @SAEEDSULTAN. 

Our customer care team will be able to look into this for you. 

Please get in touch by giving us a call on 150. 

Katie

[SAEEDSULTAN]

Thank you EE team for resolving this issue so professionally and within one day.

[Leanne_T]

Thanks for coming back and letting us know @SAEEDSULTAN 

Leanne 🙂