Hi, just a reminder that you need to make a chargeable call/text or use data

[pzz5jp]

Hi my 85 yr old mum has just had this txt about chargeable call/text. She’s now petrified she’s going to loose her mobile number.. it’s really bad form from EE has she uses her mobile a lot.

Can I just be 100% clear, she tops the phone up one a month or so and then sends txt and a few calls. Is that classed as a chargeable call or text? She’s thinking she has to make a call to a premium number.. 

Is there a way I can request EE change the wording of the message and maybe not send it to everyone?

Thanks Andy

[XRaySpeX]

@pzz5jp : Topping up once & then sending a text to a friend every 5 months or so would be sufficient.

[Leanne_T]

Hi @pzz5jp 

Thanks for coming to the community and letting us know your Mum has received this message. I am very sorry this has caused her to worry about loosing the number. 

To get the account looked into and see why this message was sent when she has been topping up the account please give us a call and the team will be happy to help and make sure the number stays active. 

For full information on our hibernation policy please see the Why Has My Top Credit Run Out? Help page. 

Leanne.