First time customer

[Disappointed3]

Couple of days ago I ordered £9  sim & plan. When I received it,  the balance on the sim card was 0 and no plan was active. I topped it up £5 just to make a call and activate it, instead of actually calling I got a voice message saying that I need to set up a payment method and choose a plan. If not for the fact EE is somewhat reputable company, I would've thought this is a scam. Cause I already paid  £14 pounds and instead of giving me my plan it requires more payments? What is this? Am I missing something?

 

[XRaySpeX]

@Disappointed3 : What does texting AL to 150 from your no. fully report verbatim (it is free)?

[Disappointed3]

Your current balance as of today 08:41 is £5.00. Your last top up was £5.00 on 17/07/2026 at 16:53. For more info on your plans, 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

[Disappointed3]

And this morning, before I requested balance, I got this message:

"You'll need to top up £9.00 to use your £10 30-day Saver plan. To see our full range of plans, go to the EE app or reply ALL PLANS"

As if I didn't pay those 9 pounds when ordering sim card & plan (I did).

[Ali_A]

Hi @Disappointed3 

Welcome to the EE community. 

The £9 should have started a plan which usually activates on your first call, without having to make another topup. 

What happens when you try to make a phone call? 

Ali 

[Disappointed3]

Well, it didn't start the pack. When I call I hear the signal, but when I called the first time I got a voice message that I need to set up payment method. I also called customer support on Friday and I was waiting over 10 minutes to be connected with an agent, just for him to disconnect me and forward me back to the waiting list. I swear it's too much hustle for what it's worth, I think I'll just go to bank and request all £14 charge back and stop using that card. 

[Ali_A · Accepted solution]

@Disappointed3 

Sorry to hear your first call didn't automatically activate the pack. 

I'd recommend getting back in touch with customer service first by calling 150 from the handset, where a guide will be able to ensure the pack is activated correctly from the top-up that you had originally made. 
The team will also be able to set up a recurring payment method to ensure you get the benefits of the saver plan moving forward without any issues. 

Ali