PAYG refund of credit when changing provider

[PFV]

I am transferring to a new provider, but retaining my old EE mobile number using a PAC code. Can I be refunded any remaining credit on my PAYG account?

[Leanne_T]

Hi there @PFV 

Thanks for coming here. 

To discuss the credit that is remaining please call us on 150 and the team will get this looked into for you. 

Thanks 🙂

Leanne.

[XRaySpeX]

PAYG credit is not refundable nor transferable, except for the 1st unspent direct card payment.

[Dave__]

@XRaySpeX 

As a “community star” you should delete your post as you are posting a comment that breaks the law, This has been the case since 2018.

https://www.legislation.gov.uk/eudr/2018/1972/article/106/adopted

Transferring providers shall refund, upon request, any remaining credit to the consumers using pre-paid services. Refund may be subject to a fee only if provided for in the contract. Any such fee shall be proportionate and commensurate with the actual costs incurred by the transferring provider in offering the refund.

[Katie_B]

Hi @Dave__. 

Thanks for coming here. 

I have checked and there is a certain eligibility criteria for customers requesting a refund of their unused pay as you go credit. 

We recommend those looking for a refund get in touch. 

Katie

[Dave__]

Hi Katie

its quite simple with regard to eligibility, the customer must use a PAC or STAC and the onus is on the customer to request the refund. The network is then obliged to refund, and can only deduct a genuine estimate of process cost, and then only if the network has specified such a cost in the terms the customer agreed to.

If not processed on request the network is breaking the law.