Refund PayG

[Sed2]

Hi, I have read on other conversations that you can get a refund on unspent PayG funds after requesting a PAC code and switching to a new provider, but after calling 150 and asking for details on refunds they said it was not possible to refund.

I was wondering if their clause has changed recently or whether this person was just trying to keep me in the dark. Or would they just not see the option for the refund until I have ported out? (I was only asking for details)

How do I get a refund 😭?

Thanks in advance for helping!

[Michael_D · Accepted solution]

Hi @Sed2 

Welcome to the community.

As long as the credit balance is between £5 and £50, you would be able to get a refund if a PAC is issued to move your number to another network.

Once you have the PAC, give our team another call and they'll be able to help you to get it arranged.

Michael

[XRaySpeX]

See EE PAYG Network T&Cs :

7.2.3.3 You have requested a code to port Your number to another network (known as a PAC Code or a STAC Code) and within 30 days of porting Your number You call Us to request the unused Credit be returned to You. In this case We will arrange to refund the unused Credit to You up to a maximum of £50. We may deduct from the unused Credit an amount to cover Our processing costs.

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Once you have actually ported to another network, give our team another call and they'll be able to help you to get it arranged.

[cb272]

I've just called your team to request my refund of £48.25 after porting my number from EE.

The person I spoke to in the PAYG checked with his manager and said it was not possible to make a refund after porting my number.

I requested my PAC code 13/9/26 and received it by text the same day saying I had a balance of £48.25.

My number was ported to my new provider on 22/9/26.

I referred the person I spoke to your post of 13/7/26, but he was adamant that there was no way the refund could be made to me as my account had been closed. He said it was not possible for EE to issue a refund.

He said the text of 13/9/26 containing my PAC code said that the balance had to be used before the number ported, I have checked the txt and it does not mention that.

I was up against a brick wall and he would not make a refund to me.

How can I get a refund.

[XRaySpeX]

@cb272 : Ask again quoting their own doc. EE PAYG Network T&Cs :

7.2.3.3 You have requested a code to port Your number to another network (known as a PAC Code or a STAC Code) and within 30 days of porting Your number You call Us to request the unused Credit be returned to You. In this case We will arrange to refund the unused Credit to You up to a maximum of £50. We may deduct from the unused Credit an amount to cover Our processing costs.

They can pay you by cheque or bank transfer; they don't need an extant a/c to do so.

[cb272]

Thank you for your response.

My problem is that when I called EE yesterday, I referred the person to clause 7.2.3.3.  and repaying by cheque or bank transfer.

He checked with his superior, came back to me and said there was no way EE could make a refund without an extant account.

I am therefore stuck because the people I speak to on the phone refuse to make the payment, despite me quoting your post of 13/7/26.

Please let me know how to raise a formal complaint to EE about this as I can get nowhere by phoning.  

[XRaySpeX]

You can make a formal complaint to EE & if you don't get satisfaction after 6 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .