Identifying cause of EE PAYG credit drop

kwah

On behalf of a relative: He is currently on EE PAYG and, without explaination, his credit has dropped from £38.40 to £0.00 within the space of a couple of hours. The same has happened to a brand new sim with £10.00 credit also dropping to £0.00 during the same time period.

It sounds somewhat strange but, based on what has been explained to me over the phone, I believe that all data/sms/minutes bundles are still intact on both SIMs. This suggests an accounting error on EE's part rather than unsolicited premium texts or accidentally staying on the line using minutes etc, but I've not been hands-on with the phone or the accounts to confirm any details.

Multiple attempts to get answers via the EE helpdesk have resulted in "we don't know where the money has gone, we need to escalate it and a manager who will call you back within 24 hours". No callback has happened.

He is (quite reasonably, in my eyes..) keen to avoid this happening again and is hesitant to add any credit to his account until we have some firmer answers on exactly what's gone on. Unfortunately, not adding credit also means not being able to use any bundles due to not having any credit and otherwise sticking to wifi.

My main question is regarding whether is it possible to get an itemised bill from EE for recent PAYG usage, or some other means of identifying precisely what has consumed the credit? If not, I'll not waste time pushing for it. Secondly, what is the best action to take with respect to ensuring this doesn't happen again?

and.why.not

kwah wrote: »

It sounds somewhat strange but, based on what has been explained to me over the phone, I believe that all data/sms/minutes bundles are still intact on both SIMs.

Text STOP PACK to 150 - if any packs have been set up on the account this will stop them auto-renewing if any credit is subsequently applied.

kwah wrote: »

My main question is regarding whether is it possible to get an itemised bill from EE for recent PAYG usage, or some other means of identifying precisely what has consumed the credit?

If you have not already done so register the SIMs at my.ee.co.uk (sorry, but the forum won't allow me to post live links). You can add more than one number to the same account if you wish. Once logged in, you will be able to switch accounts using the drop-down menu on the left.

You can check any activity during the last 30 days by clicking View usage which you will find under the 'Top tasks' section on the right. Hopefully, this should show you what has used up the credit.

You will also be able to check any remaining allowances or if there are any add-ons or packs in place by clicking the appropriate buttons on the menu in the middle of the screen.

Hope this helps.

Hank_Marvin

This happened to me on monday. Rang them up and was told it was because sim had not been used for 6 months. Credit was £8-50 and got it back straight away. Has happened a few times as well.

sdduk

I think there is something going on at EE with people losing there money
I gave my mother a normal flip phone about 2 months ago and she keeps saying her money keeps going she has put £10 on it a month and the money keeps going she says she only rang twice on it and both times after that the money was gone.
Both times she says she was only on there for a minute or so.

There is no internet on the phone so its not that.

So yes i can believe the money can just disappear for no reason.