Refund of PAYG when switching

[EloiseHumes]

How do I contact EE for a refund of my PAYG credit, now that I have switched provider? Thanks. 

[Schockwave]

Hello @EloiseHumes ,

Welcome to the community,

Pay as you go credit are non refundable, but you could try speaking to customer service by using the number in my signature.

[ee_user14 · Accepted solution]

PAYG credit absolutely is refundable when you port out - clause 7.2.3 3 of the T&Cs specifically say so. Just need to call CS to request it - I should imagine it's sent by cheque.

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 maximumof £50 .

[XRaySpeX]

Sorry, @ee_user14 , you are absolutely right! I was forgetting leaving by PAC.

[GarethWilliams2]

Is this still the case, my Dad has just been refused a PAYG refund of £12 by EE after switching to Sky mobile this week.?

[Leanne_T]

Hi there @GarethWilliams2 

Thanks for coming to the community. 

Our pay as you go team can run checks and see if the credit can be refunded when moving to another network. I would suggest your Dad giving us another call to see why this was refused when the PAC was provided and get this looked into further. 

Leanne.

[unsatisfied999]

I just can't believe EE!

My wife has been talking for about 40 mins to a 'Leanne' who totally refuses to refund £11.08  after she transferred, using a PAC number, from her payg account to Spusu. 

Just who is telling the truth? what has happened to my wife's money? why can she not get a refund of her unused money?

[Katie_J]

Hi @unsatisfied999. 

Thanks for coming here. 

We have no account access here on the community so unable to see why the request was refused. 

To get more information I'd recommend giving us another call. 

Katie

[XRaySpeX]

@unsatisfied999 : Quote them §7.2.3 3 of EE Mobile Pay As You Go Network Terms :

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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[GarethWilliams2]

Exactly what my Dad did in the same situation only to be told they couldn’t access his account. 
 No offer to find someone who could help, overall a poor experience from staff who can’t apply their own processes correctly.