Refund of PAYG credit (deceased person)

[rachlaird]

My mom recently passed away and there is a credit balance on her PAYG sim. I've spoken to someone who gave the stock answer that no refund is payable. I asked to be put through to the "Complex Team" (per a previous community answer) but he hadn't heard of them. He also said it hadn't been possible to "verify the account" because, apparently, I'm expected to know when/how much my dead mother last topped up her credit.

Does anyone have a better answer than this please? I sincerely hope this isn't how EE routinely treats bereaved people.

[Christopher_G]

Hi @rachlaird

Welcome to the community. I am so sorry for your loss, and that you weren't able to get some help with your query.

I've sent you a private message to get some more information from you.

Please take a look and get back to me.

Thanks

Chris

[XRaySpeX · Accepted solution]

Change my account in the case of a life event

Closing the account of someone who’s died

Use the online form to tell us about an account holder's death.

We’ll need:

• the account holder’s name and number
• a number to contact you on 

[rachlaird]

Thank you 🐵

[Leanne_T]

Let us know if you need anything further @rachlaird

Leanne.

[XRaySpeX]

Thanks! You're welcome ! Glad I could be of assistance

[Alison98]

Did you get a resolution to this query? I am in a similar position. I lost both my mum and dad in the last few months.  They both had pay as you go credit. The online form would appear to be just to notify of a bereavement- nothing more. I am executor to both my parents and I'm ingathering both their estates. Many thanks

[Leanne_T]

Hi @Alison98

I am very sorry for your loss.

If you complete the online form, the team will give you a call once this has been received to see what you would like to do with the account.

Let me know how you get on. 

Leanne.

[Alison98]

Thank you 🙂



Sent from my Galaxy

[Leanne_T]

No problem @Alison98

Please let me know if you need any further help. 

Leanne.