£5 free credit offer

[44RT]

I received a Text from ee offering me £5 free credit if I accepted, which I did and received a further Text saying that the offer had been added to my account and that I had 7 days to top-up with a minimum of £5 which I did and subsequently received a Text acknowledgement. However, my account does not show this free credit, only my top-up payments. Please advise. Thank you.

[HYT001]

Update 2:

i made a formal written complaint.

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

I filled in the online Complaint form yesterday, not expecting any response for 7 days as stated on their page (actually, the cynic in me was not expecting anything to come out of it at all). They texted today to say they were going to call me soon. Then they called after a few minutes and asked me a couple of security questions and then passed me to the PAYG team. I have now got the £5 offer added. They were helpful and friendly. I was surprised and pleased! I’m not sure if you can claim the offer back retrospectively, but it’s worth a try! Good luck.

[tachbrook]

On the 23rd April the £5 offer was added to my account and i was given 7 days to top up. I topped up 3 days later.

I telephoned that number and as far as I am concerned there is no option to speak to anybody to discuss your complaint.

Whilst the free credit offer not happening is disappointing I think it is totally wrong for EE to send a 'disconnection' text that is totally untrue.

[Christopher_G]

Hi @tachbrook 

When you dial 150, there should be some options to speak to someone. Maybe go down the technical route, since the offer isn't working correctly for you.

Chris

[44RT · Accepted solution]

Hello HYTOO1,

You were the first respondent to come up with the solution, namely contacting the complaints department via the internet. It was appreciated that you gave me the link as it took me ages later to find the complaints procedure on their website; no wonder I never found it before! The good news is that the £5 credit has now been added retrospectively.

[44RT]

You were the first respondent to come up with the solution, namely contacting the complaints department via the internet. It was appreciated that you gave me the link as it took me ages later to find the complaints procedure on their website; no wonder I never found it before! The good news is that the £5 credit has now been added retrospectively. As I missed their call back, they sent me an e-mail confirming that the free credit had been added, which on checking, was there. A good outcome, but oh what a struggle it had been to find the way to communicate with a real person.

[Valentin20]

Hi just wondering if I can get help with £5 free credit please I can pay it back on the 24th January.

[Katie_B]

Hi @Valentin20. 

Thanks so much for coming here. 

This is not something we offer on EE. 

All our ways to Top-Up can be found HERE. 

Katie

[Prune1]

The message I received today says "free credit for up to 7 days". Does this mean that the £5 credit is only valid for 7 days? Or that the offer is valid for 7 days? 

[XRaySpeX]

@Prune1 : It will last until exhausted for up to 7 days from when you accept the offer. Any residue left after 7 days will be lost. But from the above it is uncertain that you will get it anyway.

[44RT]

I did finally get the £5 free credit after I finally found out how to actually speak to a human being at ee.
Maybe I was lucky as there was no time limit as to how quickly it needed to be used.