topic Re: Re: refund in Contracts & Billing

Re: refund

JR15D — Mon, 22 Sep 2025 09:41:34 GMT

Have been promised a refund of over £100 odd pounds weeks ago and each week I’m told it will be in 3-5 working days. To date nothings been received. What can I do to make EE pay up - Ombudsman?

Re: Re: refund

Ali_A — Mon, 22 Sep 2025 15:38:02 GMT

Hi @JR15D

I know you'll be eager to receive your refund as quickly as possible. Please give Customer Service a call where a guide will be able to check the status of your refund. If needed they'll be able to raise a missing-refund ticket.

Ali

Re: Re: refund

JR15D — Mon, 22 Sep 2025 15:54:33 GMT

I have been promised this refund for 5 weeks. Have phoned faithfully every week to be told that it’s been processed! If it doesn’t appear by this week I’ll be going to the Ombudsman.
Sent from my iPhone

Re: Re: refund

XRaySpeX — Mon, 22 Sep 2025 22:19:26 GMT

@JR15D : Any refund is made as credit to your EE a/c & you should see it against your next bill. Have you looked in Bills & Payments for it? If you want it back directly to yourself, you need to call CS to refund it to your normal method of payment.

Re: Re: refund

JR15D — Tue, 23 Sep 2025 08:42:33 GMT

Out of courtesy to your reply I went and checked my account and there is no refund showing for this month. As I said, I’ve been fobbed off with the same story for weeks! Great system you have, you can upgrade at the push of a button but you can’t downgrade!
Sent from my iPhone

Re: Re: refund

Ali_A — Tue, 23 Sep 2025 11:31:47 GMT

@JR15D

We want to give all our customers an excellent service but if you feel your situation hasn't been handled the way you had hoped we want you to know how we can fix it. Please visit our Complaints code of practice page for details about our handling process.

If you'd like to raise a case you can do so by calling Customer Service directly, or using our online form at Make a Complaint, where our dedicated team will look into the details and take ownership.

Ali