topic Re: EE took money in error and still haven't paid it back in Contracts & Billing

EE took money in error and still haven't paid it back

MarkGUK — Mon, 07 Jul 2025 06:54:01 GMT

Hi. Has anyone else had money taken from their bank account in error only to be told, more or less, we will pay it back when we want? I had over £300 taken in error over two weeks ago and despite 3 phone calls and now hours on the phone to EE I still haven't had it back.

Re: EE took money in error and still haven't paid it back

Ritu_D — Mon, 07 Jul 2025 09:11:49 GMT

Good morning @MarkGUK

Thanks for reaching out here in the EE Community.

I am gutted to hear you have had a poor experience and I am keen to help you get this resolved.

What was the last update you had when you called up?

What was the money taken for?

If you are still dissatisfied with the information you have been provided over the phone you can Make a Complaint online and someone will take ownership of this issue and get back in touch with you.

Thanks

Ritu

Re: EE took money in error and still haven't paid it back

MarkGUK — Mon, 07 Jul 2025 20:40:32 GMT

Do I really need to do what I've already done 3 times, only to be told in an email that my issue is resolved when I still haven't had my money back?

Re: EE took money in error and still haven't paid it back

Linzi_H — Tue, 08 Jul 2025 08:21:18 GMT

Hi @MarkGUK

I know it's not nice having to wait for a refund to go through. If you've spoken with our team directly and they've confirmed it's been processed, they should have also given you some timescales of when you can expect this to arrive back with you. If you're outside of the timescales set, then you'll need to call the team directly so they can investigate what stage things are at.

If you're dissatisfied then please use the complaints webform if you'd rather not call back and speak to a member of the team. If you've already used the complaints webform and have a direct contact, please reach out to them instead. The current timescales are around 7 days using the webform online, so calling would be the quickest option in this instance.

Linzi