topic Re: Charge for alleged non return of equipment in Contracts & Billing

Charge for alleged non return of equipment

Oxford_Lady — Thu, 12 Jun 2025 14:50:12 GMT

I have been repeatedly advised by EE that equipment returned to them by post has not been logged into their system. I have called and explained the return posting details, date of posting, Post Office address. I received a call a few weeks ago and explained the circumstances to the EE agent who assured me that the item would be marked as received. I now have had a text message and email advising me that £85 will be taken by EE in payment in the bill this month. I am entirely lost as to the steps I need to take to avoid paying this charge. Can anyone at EE advise me on what I need to do to avoid this charge of £85, which is a significant sum in my monthly budget?

Re: Charge for alleged non return of equipment

Christopher_G — Thu, 12 Jun 2025 17:23:29 GMT

Hi @Oxford_Lady

Welcome to the community. We'll do our best to get you some help with this.

What was the item that you returned? Have you been asked to send any proof of postage to us?

Chris

Re: Charge for alleged non return of equipment

Oxford_Lady — Sat, 14 Jun 2025 04:05:20 GMT

Thank you for your response. I have been advised that the equipment returned is called a "router", the plug for the router and a little device connected to my telephone socket and linked to my home telephone. The EE's engineer who changed a non-functioning device for a new router said that he was no able to take the router back himself, but that I would need to post it in a white plastic bag using a preaddressed label.

I requested a relative to do this for me, and this was done the following day at the local post office (OX2 8NE). I did not ask for any special arrangements to be made, nor did my relative send the package by "special delivery" or ask for "proof of posting". I explained my actions to EE's agent on a telephone call and was assured that as I was registered with EE as a vulnerable customer this charge would not be levied.

Any assistance you can offer me will be very gratefully received, as I feel very embarrassed to have placed someone who voluntarily assists me with my care needs in a position of obligation to reimburse EE's charge.

Re: Charge for alleged non return of equipment

Leanne_T — Sat, 14 Jun 2025 07:04:16 GMT

Morning @Oxford_Lady

Thank you for coming back to us.

I would like to help you get the return looked into and see what we can do to help. I have sent you a private message on here for some extra details.

I hope to hear back from you soon.

Leanne.