EE One Double charge

Abuhumaira — Fri, 06 Nov 2026 14:16:56 GMT

I am writing regarding a recent purchase made through the EE app as an EE One customer.

As part of EE One's weekly deals, I was offered a special deal on the PS5 GTA 6 game, including a controller. I added the item to my basket, applied the discount and proceeded to checkout. The total came to £107.99.

I selected Apple Pay to complete the payment. However, after the payment was attempted, the EE app displayed an error message and prompted me to try the payment again. Following the app's instructions, I repeated the Apple Pay payment, only to discover afterwards that both transactions had been charged to my bank account.

Having checked my bank account, I have noticed two separate payments of £107.99, meaning I have been charged a total of £215.98 for what should have been a single purchase.

I would like to make it clear that I only intended to purchase this item once. Furthermore, I understand that the EE One weekly deal is limited to one purchase per customer. The duplicate charge appears to have resulted from a technical error within the EE app during the Apple Pay checkout process.

I therefore request that EE investigate this matter urgently and arrange a full refund of the additional £107.99 payment. I should only be charged for the one purchase I intended to make.

My order details are:

Order number: ********
Product: PS5 GTA 6 game with controller
Purchase price: £107.99
Duplicate payment: £107.99
Refund requested: £107.99

I have evidence from my bank account showing both transactions and can provide screenshots if required.

I would appreciate your prompt attention to this matter, as I should not be left out of pocket due to an apparent technical issue with the EE app. Please investigate the duplicate transaction and confirm when the additional £107.99 will be refunded.

I look forward to receiving a quick response and having this matter resolved as soon as possible.

[Mod edit - removed order number. Please do not post account or order details in the community]

Re: EE One Double charge

garybs29 — Fri, 06 Nov 2026 13:49:25 GMT

Mods notified re order number being posted.

Nobody here has account access however so if they've definitley both been taken & not pending you'll.need to call in

Re: EE One Double charge

Leanne_T — Fri, 06 Nov 2026 16:07:48 GMT

Hi @Abuhumaira

Thanks for coming to the community.

Did you get two order conformation emails or one?

If the payment is pending with your bank and is not successful, this will show back in your available balance within 5-7 working days.

If you would like to discuss the payments and order, please get in touch with our customer care guides who will be happy to help 🙂

Leanne.

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EE One Double charge

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Re: EE One Double charge