topic Re: Re: Being charged twice in Contracts & Billing

Re: Being charged twice

Fury66uk — Wed, 26 Apr 2023 03:34:13 GMT

I know how it feels. Today I set up a direct debit plus pay my outstanding balance of £101 then after went to do some shopping to find out I had no money in my account as it had been taken twice showing on my statement .This cleared me completely out completely. Spoke to EE and they said it hadn't been taken and to speak to my bank and they told me it's pending because they must of made a mistake and could take up to 7 days to clear with a chance it wouldn't. I have no words of how annoyed I am rite now and I wish I could say this was the first time. Last time I couldn't even get it refunded and could only be taken out of my next bill. This was many years ago though.

Wish it would have clicked when l she told me it declined when setting up the direct debit but actually didn't😒

Re: Re: Being charged twice

Katie_B — Wed, 26 Apr 2023 07:08:52 GMT

Good morning @Fury66uk.

I am very sorry to hear this has happened.

Did you make the payment online or over the phone?

Katie

Re: Re: Being charged twice

Fury66uk — Wed, 26 Apr 2023 21:02:45 GMT

Over the phone she said "it failed" but payment has been taken. No longer pending. After 40 on hold and a 30 minute conversation with EE still missing.

Re: Re: Being charged twice

Fury66uk — Wed, 26 Apr 2023 19:48:19 GMT

Another almost 3 hours on the phone to EE and bank to find out what I already know. Both Payments cleared by EE.

I thought do payments over the phone was safer.

Re: Re: Being charged twice

James_B — Thu, 27 Apr 2023 07:17:28 GMT

Hi @Fury66uk,

Have Customer Care arranged a refund for you?

James

Re: Re: Being charged twice

Fury66uk — Thu, 27 Apr 2023 08:35:24 GMT

I've raised a dispute with my bank over the payment and the questions they
asked me seems to suggest that this happens when there's a problem making
payments as there was. In future this point is where not to proceed.

Re: Re: Being charged twice

Fury66uk — Thu, 27 Apr 2023 18:37:31 GMT

Problem resolved 👍....... but I'd like to say sorry to EE about my frustration and attitude when trying to resolve this. It's only because it was the only money I had in my account that went missing witch had my very stressed out.

EE had helped out in many way throughout decades. I'm a nice person really🙂

Re: Re: Being charged twice

Katie_B — Fri, 28 Apr 2023 07:12:43 GMT

Thanks for coming back and letting us know this is now resolved @Fury66uk.

I hope you have a wonderful weekend,

Katie