Pay as you go refund
My husband put £40 on his pay as you go mobile on Thursday turned the phone off and stuck it in his pocket, on Sunday he turned it on as I was going for a walk and he likes to know I can get hold of him if I need him, and he found he had zero zippo nothing in credit !
Came home and rang ee asked for an explanation and refund was told no refund he must have used the credit, he asked to speak to a manager and ten minutes later got a full refund and they admitted they are having some problems with pay as you go the last few days.
If you have a similar problem with ee might be worth ringing them as they are not willingly letting people know about this it feels like you have to be determined to get your money back.