topic Contract overcharge and pending refund in Contracts & Billing

Contract overcharge and pending refund

NCLDN — Sun, 22 Mar 2026 08:42:10 GMT

Hey,

I contacted EE to notify of an overcharge on my account. Notably, that the amount taken was not communicated to me. The phone representative confirmed there is nothing in the notes to show the value was mentioned at the time of cancelling the contract.
I was advised the notes would be emailed in a “BRS”? This has not happened.

I am continuously disappointed in EE’s lack of respect and care for clients. Please let me know who to contact or how to proceed with the Ombudsman process.

Re: Contract overcharge and pending refund

Chris_B — Sun, 22 Mar 2026 08:46:49 GMT

@NCLDN You have to follow the complaint process correctly before you can go to the ombudsman

THIS FIRST THEN 8 WEEKS LATER GO TO THE OMBUDSMAN

Re: Contract overcharge and pending refund

Ali_A — Sun, 22 Mar 2026 11:28:15 GMT

HI @NCLDN

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 using our online form at Make a Complaint, where our dedicated team will look into the details and take ownership.

Ali