topic Re: Upfront cost in Contracts & Billing

Upfront cost

MikezSanchez — Thu, 04 Jan 2024 09:14:26 GMT

went through my bt app for phone deal as my other had expired. Went through all stages and had to pay an upfront cost for my phone which I was fine with only to find out the check failed and couldn’t go further. They was quick enough to take the upfront cost and I used my Christmas money to get this.

do I need to get in touch with someone regarding the refund or will this be done automatically. Very disappointing that they (EE) do this because now I’m out of pocket. Also how long will this take to refund.

Re: Upfront cost

Christopher_G — Thu, 04 Jan 2024 11:23:27 GMT

Hi @MikezSanchez

Welcome to the community.

I'm really sorry to hear that the check failed. The money will automatically be refunded back to the original payment card.

Chris

Re: Upfront cost

MikezSanchez — Fri, 05 Jan 2024 08:04:00 GMT

Hi there

Thanks for responding
Do we know when this will done as I still haven’t had it and there is no form of email correspondence been given at all
Thanks

Re: Upfront cost

Leanne_T — Fri, 05 Jan 2024 08:49:55 GMT

Hi there @MikezSanchez

The refund can take 7-10 working days to show back in your available bank balance.

Thanks.

Leanne.

Re: Upfront cost

MikezSanchez — Thu, 11 Jan 2024 01:15:56 GMT

Hi I’m still awaiting the refund for the upfront cost and still not heard anything back regarding this and it’s been just over a week now.could you provide me with a contact to get in touch regarding this issue please
Thank you

Sent from my iPhone

Re: Upfront cost

Leanne_T — Thu, 11 Jan 2024 07:59:47 GMT

Hi @MikezSanchez

Please call us on 0800 956 6000 and the team will get the refund looked into for you.

Leanne.