topic Re: Complaint in Contracts & Billing

Complaint

Deggy3 — Wed, 29 Nov 2023 17:53:35 GMT

Evening all,

I'm having a bit of trouble trying to get £40 refunded.

Long story short, EE have collected £480 for a PlayStation 5. This should have been £440.

No one seems to be able to grasp the fact that nine payments of £40 were collected between February and October this year, then a one-off collection of £120 was made in November (this should have been £80).

I've raised this complaint several times now, the last being on Saturday 25th November (Ref: ID21795855). I received a text message same day saying the complaint has been closed but no word on the outcome.

I've logged into my account several times since, checking for a revised bill but nothing so far.

Do I sit it out and wait for a few days, see if anything happens or raise another complaint?

Kind regards,

Neil

Re: Complaint

Northerner — Wed, 29 Nov 2023 18:20:48 GMT

Hi @Deggy3

You'll need to speak to EE CS on 150 about this issue.

Thanks

Re: Complaint

James_B — Wed, 29 Nov 2023 18:26:57 GMT

Hi @Deggy3,

Welcome to the EE Community. 🙂

Any refunds would be automatically credited to your following bill.

If the error was billed in November, I would expect you to see the refund on your December bill.

James

Re: Complaint

Deggy3 — Sun, 24 Dec 2023 09:32:23 GMT

Just checked my latest bill...guess what? Still no refund.

The merry-go-round starts again...

Re: Complaint

Katie_B — Sun, 24 Dec 2023 10:33:56 GMT

Hi @Deggy3.

I'm sorry to hear this.

Please get in touch with our customer care team on 150 who can look into this further.

Katie

Re: Complaint

Deggy3 — Sun, 24 Dec 2023 11:49:59 GMT

This is really starting to annoy me now. I have been on the phone for 35 minutes now and still no closer to having this resolved. The person I am speaking to is insisting I have received a refund in relation to the PS5 but I know I haven't.

Re: Complaint

Leanne_T — Tue, 26 Dec 2023 09:32:11 GMT

Hi @Deggy3

I am sorry to hear this.

Did the team advise if the refund had been applied to the last bill or was this sent to your bank?

Leanne.