topic Being charged twice in Contracts & Billing

Being charged twice

BigHaze — Mon, 13 Feb 2023 10:11:10 GMT

So I've recently paid my latest bill for £58 amd its been over a week since I paid it and now I get a notification from my bank saying a direct debit is due even tho I've paid last week I'm abut confused

Re: Being charged twice

Kirigaya_Kazuto — Mon, 13 Feb 2023 10:13:37 GMT

Did you pay the bill manually? If you did, check your EE account has posted the balance. If it has and the money STILL leaves your account, then get in touch with the team and they can sort it

See it, Say it, Sorted

Re: Being charged twice

BigHaze — Mon, 13 Feb 2023 10:18:23 GMT

Yes so it normally gets taken out with a direct debit but I had to do it manually this month, I have checked my recent payments at it says I've payed, I'm just wodnering if I will get cut off or anything

Re: Being charged twice

Schockwave — Mon, 13 Feb 2023 11:35:06 GMT

@BigHaze , if you payed it close to the date EE were going to do the direct debit, then unfortunately, then that is why they have taken a payment. It will be a credit on your account and will be used for your next monthly payment, but you could try and speak to billing and see if they can refund the money to your bank, you will not lose the money, as it will go towards your next bill.

If in future you want to make a manual payment, then you need to do this well in advance and not close to your billing date.

Re: Being charged twice

BigHaze — Mon, 13 Feb 2023 12:06:38 GMT

Hello thanks for the reply, so I payed it 1 day after the due date as I got paid the day after the bill date so I manually paid it and like I said after a week it is trying to take it again, they have not took the money yet because I don't gave enough funds in my bank for them to do so, but am I going to get cut off? If I've already payed this months? Thanks in advance

Re: Being charged twice

Schockwave — Mon, 13 Feb 2023 12:44:52 GMT

@BigHaze , you receive notification that they are going to take the money by direct debit, then you should not have paid manually. They will and would not have cut you off, as they would normally have tried again if not enough funds in your bank and they would also let you know, before cutting you off. As you have paid it manually, no, they will not cut you off, but I would still ring them up and speak to billing as they can take a look for you and see what they can advise, as you paid it manually.

Re: Being charged twice

membrillos_3084 — Tue, 23 Jul 2024 08:32:49 GMT

I’m being charged twice at the beginning of the month and at the end. Only on my phone bill tho excluding data. I don’t know why but this is crazy and could be a malfunction because I changed my billing date to the 29th every month but I get charged on the 8th and 29th. I don’t know how but I do.

Re: Being charged twice

Schockwave — Tue, 23 Jul 2024 10:21:24 GMT

Hello @membrillos_3084 ,

Welcome to the community,

You will have to speak to customer service, billing department as we cannot do anything from here, we do not know who you are and have no account access.

Re: Being charged twice

sammileighshaw — Sat, 29 Mar 2025 00:22:09 GMT

Okay so it's been nearly 2 weeks ago that upfront cost was taken not just once but twice the thing is I was told that I basically failed at even getting the handset which I couldn't understand because none of the money was refunded so I left it thinking that the phone must be getting delivered but no turns out I had the phone call to let me know that I failed and I was supposed to be paying £30 upfront monthly cost but I was billed twice so it's like £60 listen I'm going to ask one more time to either get me the phone or I want my refund otherwise my other half works with bury time's I will just let everyone know what you have done so let me break it down money or handset no **bleep**in deals I will be changing considering I paid twice just to be told no nearly 2 weeks ago this needs to be sorted stop ringing me to get more money out of me and sort my refund otherwise I want the phone I will be going to the Police if this doesn't get resolved today

Re: Being charged twice

sammileighshaw — Sat, 29 Mar 2025 00:24:32 GMT

The whole message is directed at the ee phone company taking money from me but yet saying I filed with my own details it's a joke I expect the money to get put in the bank account when I wake up or I had better have a email saying it's being delivered otherwise I will be going all out

Re: Being charged twice

Peter_W — Sat, 29 Mar 2025 08:29:30 GMT

Hi @sammileighshaw.

Thanks for reaching out to us here on the Community!

We would absolutely expect the upfront payment for any failed credit check to be returned; if you check your bank account does this show as a fully completed payment, or is it still pending?

Often if an order fails the money will never reach us, but your bank will have already reserved the funds, so it just takes a bit of time for these to be released again.

It should definitely be quicker than two weeks though, and we usually recommend 5 working days.

Have you spoken to anyone at our end about this yet?
Peter

Re: Being charged twice

sammileighshaw — Sun, 30 Mar 2025 22:40:20 GMT

Yes but all the person really went on about was trying to get me to buy broadband after telling me that I failed at even getting the phone after that he basically said that if I was to consider buying the broadband that I would probably be able to get it next time but didn't mention anything about my refund and then when I did question about it the phone was put down which I find really disrespectful which is why I am now writing to you and letting people know I was charged twice look at the system I'm not lier and okay it's been over a week I wouldn't be complaining about it would I why don't you just do your job right and simply refund me your saying that I failed at getting the phone so in that case I want My money back and as for the broadband you will not get a penny more unless this is sorted if not I'll be changing service providers and I will be going to the papers trust my husband works with them everyday now please I just keep being pushed to buying more things like I said if you send me the phone then I won't want a refund but if not I'll have the money you took refunded the full amount aswel

Re: Being charged twice

sammileighshaw — Mon, 31 Mar 2025 03:05:52 GMT

They have also charged me twice for a upfront cost on a phone I apparently failed for whatever reason I waited well over 5 days before I brought the issue up but what is making me annoyed is that I still have not received any of my money back instead they just kept going on about how I should get broadband with them then next time I won't fail on getting the phone I want when I tried to keep it about the phone they just simply said yeah I'm ringing to tell you that I'm basically not getting the phone anyway but yet they charged me twice and haven't given me anything back it's a joke I'm so angry about this

Re: Being charged twice

Michael_D — Mon, 31 Mar 2025 07:42:05 GMT

I can appreciate your frustration @sammileighshaw. We don't have account access on the community, so we aren't able to see what has happened with the order or what is happening with the payment.

If you look at your bank, has the upfront payment been fully taken, or does it show as a pending payment?

Michael

Re: Being charged twice

sammileighshaw — Mon, 31 Mar 2025 09:53:55 GMT

It's just showing that you took 2 payments of £30 each time so £60 in total

Re: Being charged twice

Michael_D — Mon, 31 Mar 2025 10:00:27 GMT

Are they showing as pending payments with the bank though @sammileighshaw?

If they are pending, we haven't taken the money. If they are completed, you will need to give our billing guides a call so they can access the account and order to look into this.

Michael

Re: Being charged twice

sammileighshaw — Wed, 02 Apr 2025 00:53:12 GMT

To be honest I would of said that I have sorted out the situation but unfortunately I still haven't received my refund I just wanted to calm down before I wrote because I didn't want to get stressed out with it all this talking to to be honest I just want the full refund to be honest because this is causing me so much stress I'm thinking of changing service providers seriously when it's got sorted out which hopefully it will anyway thanks for the help

Re: Being charged twice

Leanne_T — Wed, 02 Apr 2025 07:02:42 GMT

Morning @sammileighshaw

I am sorry you haven't received the refund.

Just to check, have you been back in touch with our mobile guides to see if this has been processed? If so, the refund can take 5-7 working days to show back in your available balance.

Thanks 🙂

Leanne.