Refund of payg when switching

[Morwennam]

I am in the process of switching to a new mobile network. I have some remaining credit on my pay as you go EE account. Is it possible to have this refunded to me. 

[XRaySpeX]

PAYG credit is not generally refundable nor transferable, but it's worth calling CS to see if it can be done in your case.

[Morwennam]

I have already sent my pac code to new provider. What number should I call ee on to request this refund?

[XRaySpeX]

@Morwennam : Try calling CS on the Freephone no. (Opt 2) in my sig. 

[bristolian · Accepted solution]

PAYG credit is refundable on request, if you do so within 30days of porting out using a PAC or STAC.

Clause 7.2.3.3 in the T&Cs provides for this.

[Morwennam]

Thanks I spoke to them and they said I'll receive full refund within 7 working days. Many thanks for your advice.😊

[XRaySpeX]

Thanks! You're welcome 🙂 ! Glad I could be of assistance & trust it is now sorted.

[Morwennam]

I was advised by the EE adviser last week I would get a refund within a week. 7 days in no refund so I call them again. This time I’m advised as it is what they call a partial refund rather than a full refund of my top up I’m unable to have this money returned to me. Not a very happy customer after 25 years staying with EE. 

[Katie_B]

Hi @Morwennam. 

Thanks for keeping us updated. 

I'm sorry to hear you refund is not yet with you. 

Did the agent advise why this would now only be a partial refund?

Speak soon, 

Katie

[Morwennam]

Unfortunately I am not getting any refund as I had £4.50 of my remaining credit following an earlier top up. Apparently they only do refunds on £10 amount say if you’ve just topped up but not on any remaining top up when you switch. I’ve now made an online complaint to EE in the hope I get more joy.