Withdraw money from not active PAYG account.

[shoonggoh]

What is the legal basis for this non-refundable Credit if the account is Pay As You Go?

Is this fair under Consumer Law? Has somebody raised this with Trading Standards?

[Chris_B]

@shoonggoh   Yes it’s legal as you choose to pre pay that amount in to your account how you use that pre pay to purchase top ups is up to you.   EE isn’t a bank to hold your funds.  

It’s pre pay you put money in to get an allowance out of it.  

[XRaySpeX]

@shoonggoh : The legal basis is under the Consumer Contracts Regulations 2013 which gives you the right to a 14-day cooling-off period for goods and services purchased at a distance. When this period starts is usually when you receive the item purchased, in this case your PAYG SIM, but EE flexibly considers it to start when you 1st top-up the SIM. So that 1st top-up is reclaimable within the 1st 14 days of then. Thereafter you already have the item & its purchase has already taken place. So any further top-ups are outside the cooling-off period & are therefore not refundable.