T mobile EE top up

kazwookie
kazwookie Posts: 14,216 Forumite
Part of the Furniture 10,000 Posts Name Dropper Photogenic
Hello

I have a sim only T mobile pay as you go.

Today day I go to top it up online £5

A red box apperars at the top telling me to contact customner service which I do via my land line as my T mobile wont dial out/ recieve calls/ send text / recieve text..

Lady on the phone at T mobile asks me my number then my name, so far all good, so I think, she then goes on to tell me, that the name does not match her records.

I have had my number for about 20+ years, no one else had it before me.

Lady on phone then becomes very sharp with me, telling me either to give her the name on the account, or she cannot carry on to the top up.

This goes on for a bit, her asking me for my name, me telling her, I really don't have any other names, repeat several times.

In the end I ask for her supervisor, he promptly tells me I have to go to the local store to 'identify' myself, for the name on the account, this is a 30 mile round trip!!

Me:- the lady tells me the names don't match her record.
Him:- you still have to go.
Me: what name is on the record?
Him: I cannot tell you that.
Me; what if I get there and they will not accept my passport?
Him: well the names have to match
Me: what is the name you need a match with?
Him: I canot tell you the name on the records
And so it sent on for a while.

So I have a T mobile I cannot use, I want to put £5 on the account, I don't use it a lot, the name on the account it seems it not mine.

T mobile / EE customer care stinks

What the hell am I ment to do to get a top up?

Any one any advise................
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Comments

  • AndyPK
    AndyPK Posts: 4,315 Forumite
    Part of the Furniture 1,000 Posts
    maybe time to move else where unless you get good rates (which I doubt).

    e.g virgin or plusnet.

    but somehow you need your PAC to transfer your number.

    If you have enough credit to text, this maybe possible
  • kazwookie
    kazwookie Posts: 14,216 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    AndyPK wrote: »
    maybe time to move else where unless you get good rates (which I doubt).

    e.g virgin or plusnet.

    but somehow you need your PAC to transfer your number.

    If you have enough credit to text, this maybe possible

    There is 0.13p credit, not enough for any thing!!

    I need this number to move some money around as the bank send a one time only code, which I have to enter.............a bluddy nightmare

    Thanks for you comment
    Breast Cancer Now 100 miles October 2022 100 / 100miles
    D- Day 80km June 2024 80/80km (10.06.24 all done)
    Diabetic UK 1 million steps July 2024 to complete by end Sept 2024. 1,001,066/ 1,000,000 (20.09.24 all done)
    Breast Cancer Now 100 miles 1st May 2025 (18.05.2025 all done)

    Sun, Sea
  • J_B
    J_B Posts: 6,751 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Photogenic
    kazwookie wrote: »
    I need this number to move some money around as the bank send a one time only code, which I have to enter.........

    Can't you give the bank another number?
  • kazwookie
    kazwookie Posts: 14,216 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    DCFC79 wrote: »

    Thank you

    But they really don't like me, I got this:-

    Fast Payment


    Sorry, your payment cannot be processed online right now.


    My other half has also tried to 'top up a friend' and it blocked him as well.
    Breast Cancer Now 100 miles October 2022 100 / 100miles
    D- Day 80km June 2024 80/80km (10.06.24 all done)
    Diabetic UK 1 million steps July 2024 to complete by end Sept 2024. 1,001,066/ 1,000,000 (20.09.24 all done)
    Breast Cancer Now 100 miles 1st May 2025 (18.05.2025 all done)

    Sun, Sea
  • kazwookie
    kazwookie Posts: 14,216 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    edited 30 December 2017 at 8:01AM
    J_B wrote: »
    Can't you give the bank another number?

    Thank you

    I have tried that and guess what is sends a text to the old number to be entered on line, so that doesn't work either
    Breast Cancer Now 100 miles October 2022 100 / 100miles
    D- Day 80km June 2024 80/80km (10.06.24 all done)
    Diabetic UK 1 million steps July 2024 to complete by end Sept 2024. 1,001,066/ 1,000,000 (20.09.24 all done)
    Breast Cancer Now 100 miles 1st May 2025 (18.05.2025 all done)

    Sun, Sea
  • sdduk
    sdduk Posts: 1,440 Forumite
    Part of the Furniture 1,000 Posts Photogenic
    What about a top-up voucher you use to be able to get them from shops and supermarkets?
    Nobody is Perfect. I am Nobody, therefore I am Perfect.
    :)
  • eDicky
    eDicky Posts: 6,835 Forumite
    Ninth Anniversary 1,000 Posts Name Dropper
    kazwookie wrote: »
    I have tried that and guess what is sends a text to the old number to be entered on line, so that does work either
    Why can you not receive a text?
    Evolution, not revolution
  • AndyPK
    AndyPK Posts: 4,315 Forumite
    Part of the Furniture 1,000 Posts
    Should be able to receive a txt.

    I always used to top up at a Lloyds cash point in the old days.
    Just type in the phone number to add 10 quid
  • PHK
    PHK Posts: 2,230 Forumite
    Eighth Anniversary 1,000 Posts Photogenic Name Dropper
    You don't need credit to receive a text.

    When did you last us the phone to call or text? I ask because if you haven't used it for a longtime then the account will be closed. You wouldn't be able to receive calls or texts. Eventually the number would be recycled and would now be in someone else's name.
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