topic Re: refund in Contracts & Billing

refund

BethP1111 — Thu, 15 Sep 2022 07:57:29 GMT

Hello, I sent my EE contract Iphone back within 14 days, unused, even the sim card was untouched, as I was dissatisfied. I have received an SMS to confirm that you have received the phone but I am yet to see the £41 that I paid for the month ahead, clear back in my account. The phone was received on the 8/ 9. Please advise as to when the refund will clear so that I can go ahead and order a new phone with you.

Many thanks, Beth Partridge

Re: refund

Chris_B — Thu, 15 Sep 2022 08:05:54 GMT

@BethP1111 You’ll be refunded 5-10 working days after the device has been processed as a return. The receiving if the device doesn’t mean it’s been processed.

Re: refund

Leanne_T — Thu, 15 Sep 2022 09:02:24 GMT

Hi @BethP1111

Thanks for coming here.

As @Chris_B has advised this can take up to 10 working days for the refund to be processed. If you would like an update on the refund please call us on 150 or 0800 079 8586.

Thanks.

Leanne.

Re: refund

BethP1111 — Thu, 15 Sep 2022 09:03:17 GMT

Thank you for your prompt response. Do you know if I will be informed as to when the process starts ?

Re: refund

Leanne_T — Thu, 15 Sep 2022 09:06:04 GMT

Hi @BethP1111

If this was an upgrade your contract dates and price plan will change in your My EE account to what this was before the upgrade, this will let you know when this has been processed.

Leanne.

Re: refund

BethP1111 — Thu, 15 Sep 2022 09:11:03 GMT

Thank you, please can I ask you to check the systems and make sure that all my ducks are in a row. I feel I have been given alot of incorrect or diluted information, hence why I returned the phone in the first place and before I make the decision to move back onto a monthly plan from my current £15 per month plan.

Re: refund

Leanne_T — Thu, 15 Sep 2022 09:18:06 GMT

Hi @BethP1111

We have no account access on the community, please give us a call and the team will be happy to help.

Leanne.

Re: refund

zachbernie9 — Sat, 25 Mar 2023 16:50:30 GMT

@Chris_B wrote:
@BethP1111 You’ll be refunded 5-10 working days after the device has been processed as a return. The receiving if the device doesn’t mean it’s been processed.

Re: refund

ooofys — Wed, 20 Dec 2023 10:19:11 GMT

I’ve been emailing EE about refunding my phone and SIM contracts and I’m waiting on the return packaging they said they’d send and now it’s nearing the end of the 14 day period. Does the phone have to be received in the 14 days to get the refund for the phone and SIM? Thanks

Re: refund

James_B — Wed, 20 Dec 2023 12:43:13 GMT

Hi @ooofys,

Welcome to the EE Community. 🙂

No, you wouldn't need to get the phone back to us within 14 days, you just need to complete your return request within that time.

If your returns kit didn't arrive within 2-5 working days, I'd recommend contacting Customer Care to chase it up.

Thanks

James

Re: refund

ooofys — Wed, 20 Dec 2023 12:47:12 GMT

Thank you, where do I officially do the return request? Because I’ve just been emailing and they said it would cancel and I’d get refunded once they receive the phone.

Re: refund

James_B — Wed, 20 Dec 2023 12:53:48 GMT

Hi @ooofys,

You can complete a returns form online at Return request form | Help | EE.

Hope this helps. 🙂

James

Re: refund

ooofys — Wed, 20 Dec 2023 12:59:44 GMT

That’s amazing thank you! I couldn’t find anywhere on the website that mentioned a refund form haha

Re: refund

James_B — Wed, 20 Dec 2023 13:22:22 GMT

No problem, @ooofys

Have a great Christmas. 🙂

James