SIM card

[Eddiesandy]

First, I purchased a SIM card online on September 12th. However, after three working days, I still hadn't received my SIM card, so on September 18th, I called 08000790539.

After the staff checked, they found no record of my purchase, which was strange because my multi-SIM card already had £10 on a pay-as-you-go plan that I had paid for. However, they informed me that they couldn't find my order.

So, on the 21st September, I went to an EE store in person to get a new EE SIM card. I vaguely remember that the staff also helped me check the online order, and there was no record of it either.

But today, on October 18th, I received two EE SIM cards, which has left me feeling quite confused.

[Rach_H]

Hi @Eddiesandy 

Welcome to the Community!

We want to make adding a new SIM as straightforward as possible for you, but I can understand your confusion given what has been happening since you registered.

Can I just check if the SIMs you've received today came with two different mobile numbers?

There should be on the packets the arrived in.

Rach

[Eddiesandy]

Thank you so much for your recovery reply!
Yes, there are two different numbers. But I am applying for cancellation of both. 

I only want to keep the sim card I acquired from the offline physical shop given that the sim card I am already using is my previous number, staff already help me transfer from my previous one.

[Rach_H · Accepted solution]

That's no problem at all @Eddiesandy.

You can return both SIMs within 14 days, and you won't be charged for these.

Rach

[Eddiesandy]

Okay, I already submitted my return form, but they may will respond to me
within 48 or 72 hours.