Prepay account balance

[AllieGriffiths]

I had a balance on my prepay account that I have not used since May.  I have just checked my balance and it would appear that it has been adjusted off my account.  How do I get my money back, surely EE cannot just claim my balance? 

[XRaySpeX]

Oh, yes, they can according to the T&C's you accepted.

Sounds like your PAYG SIM has gone into hibernation.

When did you last use it for a chargeable action? EE PAYG SIMs are deactivated after 6 months of non-use. You then have a further 3 months to call EE to reactivate it & get your credit back before it is lost completely.

You needed to make a chargeable action like making a chargeable call or text, topping up or buying a Pack or Add-on, not just using your mins, texts or data from your pack.

[AllieGriffiths]

Thanks for that. This is my elderly mums account and is there just for emergencies. We only discovered the problem when she needed it unfortunately.  I can understand putting it into hibernation but taking the credit off the account sounds like sharp practice at best.  I will contact them tomorrow to get my money back as it has not been 9 months yet. I wonder how much money they have stolen from their customers

[XRaySpeX]

It's standard practice & is endorsed by OFCOM in view of the dearth of mobile nos.

[AllieGriffiths]

I understand about the number but not stealing the balance on the account. Have Ofcom approved that?

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