Balance check

[DialerPhone75]

I've just joined EE on a £10 subscription pack.

Balance says I have £1.50 credit. I don't see any calls that were outside my allowance AND when I transferred over to EE, I had to pay £20 in total, so that the 'phone could be unlocked ' or words to that effect from an EE advisor. 

So I don't understand what the £1.50 credit is. If anything, it should be £10.

[XRaySpeX]

What does texting AL to 150 from your no. fully report verbatim (it is free)?

Unlocking is free, so I don't understand why you had to pay £20.

Where did you transfer from? Did you bring your phone with you? You seem to have only bought a SIM from EE.

[DialerPhone75]

That's right. I switched from 02. Got the PAC code and my EE SIM arrived 2 days later. When I put the SIM in

A: They sent me an old version of SIM, so it couldn't be used properly AND my old number hadn't transferred. So he arranged for a newer SIM to be sent.

B: When the advisor was trying to retrieve the PAC code, he said there's a suspension on the account from EE, because some people just buy a SIM and then after a couple of days don't use it. It would cost me £10 to remove the suspension (not locked but similar thing)

So I said to him you owe me £10 back, because I've already paid £10 to have a SIM, which he replied,  it can come off next months top up.

So I don't understand why it's only £1.50, which would suggest I've spent £8.50. But on what?

Just doesn't make sense.

[Leanne_T]

Hi @DialerPhone75 

Thanks for coming to the community. 

Can you text AL to 150 and let us know the full reply? 

Leanne 🙂

[DialerPhone75]

This was last night, so not much has changed. 

Your current balance as of today 23:51 is £1.50. You have 480 minutes, unlimited texts and 32.0GB remaining until 17/08/2024 for your £10 Pack. Your remaining data includes of rolled over data. Your last top up was £1.50 on 17/07/2024 at 15:46. For more info on your packs, add-ons or free boosts, go to the EE app or ee.co.uk

For info on our other Text Services, reply HELP or go to ee.co.uk/textservices

[Leanne_T]

Thanks @DialerPhone75 

Have you topped up £1.50 or was this when the credit was added from the guide you spoke to? 

Leanne.

[XRaySpeX]

You do have £1.50 credit in addition to the £10 pack. It seems that the £1.50 was done individually on 17 July. Would this be by you or by CS? You still seem to be £8.50 out of pocket.

[DialerPhone75]

Hi.

I spoke to EE this morning and the £1.50 credit was because they sent the wrong SIM so it was a goodwill gesture. The CS also says she could only see one payment of £10 taken from EE, yet I clearly see 2 on two different days in my bank account. 

I also contacted my bank to confirm that 2 separate payments for £10 each were made between 13th -20th July from EE.

The bank have confirmed this and it was identified as a top up on the statement.

I didn't request anyone to put a future top up on my account, I was told it was taken to remove the suspension from my account, so EE owes me £10 that was taken.

PAYGOs SIMs aren't paid by the customer in month arrears and the initial £10 paid online generally covers the subscription pack and a months worth of usage.