topic Re: Money stolen from my acccount in Contracts & Billing

Money stolen from my acccount

Robinaoap — Mon, 22 Jun 2026 18:14:39 GMT

Has any other customer had money taken without notice by EE ? I noticed £65 had been stolen from my monthly account to pay for a allegedly unreturned hub, it was just taken without permission and no notice, I had never received the new hub or requested one as I was happy with my old original BT one, in my recorded conversation with the sales representative around three months ago I clearly stated I did not want a replacement hub so none was sent as later verified by EE, I still have not been reimbursed or received any apology. I hope no one else has the misfortune to be treated like I have

Re: Money stolen from my acccount

Schockwave — Mon, 22 Jun 2026 20:38:13 GMT

Hello @Robinaoap ,

Welcome to the community,

I would suggest speaking to customer services, as they can take a look for you about this, we cannot do anything here in the public forum.

Re: Money stolen from my acccount

auralvirus — Mon, 22 Jun 2026 22:21:50 GMT

YES

I cancelled 4 months ago and have just seen I have been charged a little over £70 pcm for a service I have clearly not used and my request for cancellation via telephone, ignored.

I shall be contacting CAB to aid me in making a complaint to the ombudsman and start a small claims should I not receive a refund. Ombudsman complaint regardless.

Re: Money stolen from my acccount

Robinaoap — Tue, 23 Jun 2026 06:56:09 GMT

I have spoken to customer services, they just don’t care and fob you off

Re: Money stolen from my acccount

Chris_B — Tue, 23 Jun 2026 07:13:02 GMT

@auralvirus Your issue isn’t the same as the OP. Your issue isn’t about a product that wasn’t returned it’s about a cancellation. It’s best to start a new thread about this and not jump on to post.

so what did you cancel ?

Re: Money stolen from my acccount

Alex_H — Tue, 23 Jun 2026 07:13:52 GMT

Hi @Robinaoap,

Welcome to the EE Community

I am sorry to hear you have had an issue with an unexpected charge for a hub. If you have contacted customer services and they have not resolved it for you, you can request to escalate your complaint, either on the phone or by logging in and submitting a message on this page. Our team will then investigate and contact you to discuss further.

Alex

Re: Money stolen from my acccount

auralvirus — Tue, 23 Jun 2026 08:28:09 GMT

irrespective of what service, the company, EE, deducted money from my
account after A service was cancelled.

sounds the same to me.

Re: Money stolen from my acccount

auralvirus — Tue, 23 Jun 2026 08:46:09 GMT

thank you - it has been resolved - 5 months of extortionately expensive &
slow internet has been refunded - enough that it will pay for my next year
of fibre broadband at the fastest speed available AND I'll have money left
over for a meal....

Re: Money stolen from my acccount

Robinaoap — Tue, 23 Jun 2026 09:12:09 GMT

Thank you but the damage is already gone, I now face overdrawn bank
charges, and still no apology or refund, great customer service