Refund on PAYG overpayment

[slimdave]

I've managed to accumulate a three figure overpayment on my PAYG subscription, and have previously used a chat function on the website (I think) to get a refund. My text notifications and 150 tells me I'm topping up £10 on the 10th of the month, the website and app say £13.50 on the 2nd, so there's probably double payments involved somewhere.

I can't find that function, not any option in the 150 call tree that gets me close to either this sort of problem or speaking to a person.

Any advice on how to get this resolved would be gratefully received.

[slimdave]

Can you let us know which options in the call tree will get us through to a team that can action that? I think I have tried all of them.

(Is there no online chat facility anymore for these issues?)

[bristolian]

PAYG credit is normally non-refundable, but you can choose whichever option in the 150-IVR that is closest to your issue.

[slimdave]

It's been refunded to me before, and this appears to be an error on EE's part

I cannot find an option in the call tree that does anything other than automated responses. No human beings, or options relating to this are present

[slimdave]

I should say, there's also no apparent way to suspend the payments, so without EE intervening I appear to be stuck overpaying.

[slimdave]

do you remember what option you used to get to customer service?

[slimdave]

Problem sorted – I used the option about switching to a pay monthly plan 👍