topic New contract + refund for old in Contracts & Billing

New contract + refund for old

N1ghtmarelol — Wed, 25 Jun 2025 21:56:11 GMT

Hi,

I have simple question, I wonder if you could help me.

I've contacted EE last month to upgrade my contract to pay monthly just for the simcard from the phone (I was paying over 60 pounds for 2 years, contract finished, but it still charged me over 60). I've contacted customer service and with their help, we moved to less than 20 Pounds for 2 years option, which was great. I've been also advised that I'll be refunded 60 pounds that's been charged on me, but I'm not sure if that would be true. Sadly, I don't have transcription, which is why prooving it would be hard.

Is there a chance that this might happen, or that's just lost cause and I should just forget about that part?

Cheers!

Re: New contract + refund for old

Michael_D — Thu, 26 Jun 2025 07:15:57 GMT

Hi @N1ghtmarelol

Thanks for coming to the community.

I'm just want to make 100% sure I'm understanding what you've said.

Am I right in saying you were paying £60 per month on an old contract, and the minimum term ended, and you've then moved to a £20 SIM Only plan?

Michael

Re: New contract + refund for old

N1ghtmarelol — Thu, 26 Jun 2025 08:17:11 GMT

Hi, not sure if it will work from respinding in email, so just testing it.

Yes, badically my contract finished, but I did not receive any message or
email about it finishing (my mistake here, same with not reading the
contract that after that I'll be charged more).

I had a chat with customer service and I've been advised after signing the
new contracr contract (whcih is just 20 pounds month) that I'll be refunded
those 60, but never received it, so I'm not sure anymore.

Re: New contract + refund for old

Michael_D — Thu, 26 Jun 2025 08:30:38 GMT

Thanks @N1ghtmarelol

You'd not be refunded in full, but on your last bill you'd have paid for a full month ahead for the old plan, so you would see some money back for the period from when you changed to the £20 plan.

On the next bill you'll see it has changed to the new plan and there will be a refund of the old plan from the date of the change up to the bill date, and a charge for the new plan for the same period.

With it being a lower plan, you may find that you have a lower bill, or may be in credit with nothing to pay, depending on when the plan was changed during the bill month.

There is a bit more on part charges on our Understanding your EE bill after an upgrade page.

If you still have any queries after the next bill is created, it would be best to speak to our billing guides, who can go through it in more detail.

Michael