Is it a scam?

[Lukjs]

 

I bought a phone card, but the number is already in use by someone else. I topped up £10, and the shop & customer service said they can't refund. I feel very helpless!

---

[XRaySpeX]

If you hadn't been told that your no. was in use by somebody else I would have said the no. is still yours but had gone into hibernation after 6 months of non-use. Thus unusable until you ask CS to take it out of hibernation & reactivate it.

[Lukjs]

I actually spoke to your customer service team before, but they were unwilling to handle the issue and just told me to go to the store. That’s why I decided to post here instead.

[XRaySpeX]

Well, here can't fix it; only EE might.

[Lukjs]

If EE were serious about resolving this, it would be easy — just check which SIM card activated this number, and everything would be clear. But it seems no one wants to take responsibility. Am I wrong to start thinking this might be a scam?

[Chris_B]

@Lukjs  If the number has already been recycled there’s nothing you can do.   You don’t own that number just because you purchased a SIM card with that number associated with it at that time, the number belongs to the network and are allowed to recycle unused numbers. 

[Lukjs]

I understand that numbers technically belong to the network, but this is not a case of an old, inactive number being recycled. I purchased a SIM card that had this number clearly printed on the packaging, and I used it before any stated expiry date. I also topped it up with £10, only to find out the number is already in use by someone else.

If this number had already been recycled, then why was it still being sold in a sealed SIM package and still accepting top-up payments? That’s not just a mistake — it’s misleading and essentially charging for a service that cannot be delivered.

This is not about claiming permanent ownership of a mobile number. The real issue is that EE sold me a product linked to a number that is either already assigned to someone else or invalid — and then accepted my top-up payment on top of that. That is completely unacceptable.

I used this SIM card well before any expiration date, followed all the correct steps, and now I’m out of money, time, and trust — with no resolution offered. I expect a full refund and a proper investigation into how this happened.

[Alex_H]

@Lukjs Was it direct from EE that you purchased the SIM, as it looks like it is Elite who have added the expiry date on the packaging which unfortunately has been incorrect. 

At the time the SIM was issued it would have had that number on it but it will have since been recycled as mentioned due to non usage. 

When it comes to the payment link on our website, you can top up or pay a bill towards any number on our online. I am sorry but it is correct we are unable to refund card payments when a top up has been made to the wrong account.

In situations like this we would recommend that you request a chargeback through your bank for the money. The top up would then be removed from the incorrect account and refunded back to you that way. 

Alex

[XRaySpeX]

It would seem to be extreme to be recycling nos. less than 6 months after someone bought a SIM with that no.

[XRaySpeX]

Sorry, I only just noticed the Elite expiry sticker on the package.