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weekly allowances PAYG

peterg
Established Contributor
Established Contributor

‎22-10-2022 10:02 AM

My text allowance renewed today 74 instead of 75 records claim a text sent - it was not - has anyone had this problem before? There is not much support for this kind of dispute, there must be many.

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17 REPLIES 17
James_B
EE Community Manager
EE Community Manager

‎22-10-2022 12:27 PM

Hi @peterg,

Have you checked your message history in your messaging app to see if a text could have been sent inadvertently?

James

 

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peterg
Established Contributor
Established Contributor
In response to James_B

‎22-10-2022 12:36 PM

I did straight away and contacted EE - it is impossible the techs say - but it is an accom**bleep**ed fact. It is on my account, it is NOT on my phones text history.

Update ti my original message - 

A text was recorded as going to this number 07537 452 513 in my account 00.44 22/10/2022 it does not appear on my phone at all but was deducted from my allowance (PAYG)- thought to be a verification scam (not from Google). checked with EE PAYG @ 11.00 22/10/2022.

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James_B
EE Community Manager
EE Community Manager
In response to peterg

‎22-10-2022 01:28 PM

Hi @peterg,

I would expect a phishing/scam text to be sent to your phone, rather than from it.

Have you recently set up any apps or services that may have required a text to be sent to verify your phone number?

James

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peterg
Established Contributor
Established Contributor
In response to James_B

‎22-10-2022 01:39 PM

No I have not set up any apps recently on my phone or computer, though I did clear out my cookies during the last week, so I had to login again to several sites.

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James_B
EE Community Manager
EE Community Manager
In response to peterg

‎22-10-2022 02:18 PM

Hi @peterg,

Did any of the logins coincide with the timing of the text?

James

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peterg
Established Contributor
Established Contributor
In response to James_B

‎22-10-2022 03:40 PM

None at all, the logins wereabout 48 hours before, I would probably have been in bed when the text was "sent".

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James_B
EE Community Manager
EE Community Manager
In response to peterg

‎22-10-2022 03:50 PM

Hi @peterg,

I'd recommend getting back in touch with Customer Care so our Technical Support Team can take another look at this for you.

They'll be happy to help. 🙂

James

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peterg
Established Contributor
Established Contributor
In response to James_B

‎22-10-2022 05:19 PM

I only dealt indirectly with them via the PAYG team, they seem to have taken the line that this was "impossible" despite the fact that it has actually happened. I take your point that is what should have happened, but in the real world you just get brushed off.

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James_B
EE Community Manager
EE Community Manager
In response to peterg

‎23-10-2022 11:35 AM

Hi @peterg,

Our pay as you go team should be able to transfer you to the technical team if you ask to speak to them.

Thanks

James

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