I visited the Bluewater EE store to purchase a SIM to test the signal at my home. It took a massive 30 minutes to purchase the SIM in store and the chap explained I had to buy credit at the time of purchase. I paid £5 for the credit and he tested it in his own phone. When I got home to test the SIM the £5 had left my bank but surprise... the credit hadn't gone through. Turns out the SIM comes with £1 FOC anyway which is all I needed to be able to see what the signal was like at home. He also explained that my current provider (BT) only use a fraction of the EE network so with EE I'd get a full signal on my iPhone. Guess what... 1 bar, the same as BT. I contacted their support chat line to get the £5 credited to the SIM or refunded. He didn't believe me that I'd bought the credit in store because I couldn't verify how it had been purchased, £5 by card in store. What more could I tell the chap. So now I have to drive another 20 miles back to Bluewater, I bet, to be told they can't refund unused credit. ------- I drove back last night to sort this out in store but appanently they can only refund my money within 10 minutes of it being purchased. So EE are also thieves! Totally pants service from start to finish at every level! Unbelievably poor EE. ---------- EE replied to me but they won't refund me the £5 because they just won't. They still don't believe I actually bought it, even after sending them a screenshot from my bank app detailing the £5 and the actual store at Bluewater on the statement. The girl who called me might as well have called me stupid judging by her attitude to me on the phone. I explained the airtime hadn't been used as it had never actually applied to the SIM so it had never made it to becoming airtime. She did offer to apply £5 credit to my SIM but refused to understand that EE doesnt have a signal at my house so I wouldn't be able to use it. In store the chap had shown me my postcode on a map and insisted that I would have 5 bars indoors, in reality I have 1 bar. I'm sure this should come under and be referred to the mis-sale of goods act but who has the time for that. Her answer was that before I leave the house I swap the SIM in my iPhone so I can use it while I'm out! So now anybody calling me would realise that I'm out and call my EE number but when I'm home they need to call my BT number. Hmmm? This is the calibre of EE customer services staff and the attitude of a multi-billion dollar complany. So I am out of pocket £5, EE have my money and refuse to refund it unless I take one of their SIMS that doesn't work. I plan to paste this review on every site I can find that will have me Avoid EE at all costs. PS... I now have a Facebook account as instructed too but didn't get an answer there either.