Phone will be disconnected due to inactivity

[PunchingJudy]

I have a subscription pack which I pay for on a monthly basis. I occasionally make chargeable activities (calls, messages and so forth) to keep my number while I am overseas.

Today I have received the following 

Hi, as you haven't made a chargeable call/text or used data for six months, you will now lose any remaining credit (as per our terms and conditions). Your number will also be disconnected in the next three months and we'll text you beforehand to let you know. Please call us on 150 if you would like to discuss this.

I checked my activities for the past 30 days (longer period is not available) and it has a top up, a call and a text all charged separately since I am in roaming.

Is there a way to complain apart from calling EE? Any advice?

[Prometeomail]

anyone has any upfdate on what's going on?

[Profile closed]

Good evening, I have an idea about this, as I have different problem with EE balance, may be this relevant to this problem, as I have 20£ pack, I can call, I can use internet, but last two months every week EE system from 150, I got text what I need 20£ to top up today to renew my pack, untill then standart rates apply,...... like this every week, and Another EE system from 150, I got text at end of the day saing what I used 80% of my internet, despite at morning I had text what I need to top up to use internet.  So it look like EE have two system at the same time

[Katie_B]

Good afternoon @Profile closed. 

Thanks for coming here. 

How long have you been using your SIM?

Do you have a pack active at this moment in time?

If you text BALANCE to 150 what reports back?

Katie

[Profile closed]

Im using this sim card long time

 

[Leanne_T]

Hi there @Profile closed 

Thanks for coming back to us. 

The messages will need to be looked into by our pay as you go guides, please call us on 150 and the team will be happy to help 🙂

Leanne.

[HYT001 · Accepted solution]

I just got a callback from EE. Paul in customer services said that the PAYG team have had lots of queries regarding this issue. It is a system error, the auto text has been generated by mistake. My account is fine. However, since I don’t know everyone’s individual cases, it is always worth double-checking by calling 150 from the mobile concerned, or sending in an online query so you can get reassurance and it is all logged in case of future problems.

When they call, they will ask security questions, your name, a code that they text you, or to confirm your latest activity. Normally, if your mobile number is not used (by topping-up, texting, phoning), there is a 6 month hibernation period, you will receive a reminder alert, then 3 months before cut-off so you can still call and discuss with EE. However, there has been a recent spate of texts being automatically sent out in error to PAYG customers about 6 months of  non-activity. I hope that helps.