topic Re: Awful customer servive regarding a billing error, where they took £820 in error in Contracts & Billing

Awful customer servive regarding a billing error, where they took £820 in error

Kevg0268 — Mon, 13 May 2024 21:41:20 GMT

Re: Awful customer servive regarding a billing error, where they took £820 in error

Christopher_G — Tue, 14 May 2024 07:00:19 GMT

Hi @Kevg0268

Welcome to the community.

I'm sorry to hear that you had a problem with your bill. What happened? Has it now been resolved?
Chris

Re: Awful customer servive regarding a billing error, where they took £820 in error

Kevg0268 — Tue, 14 May 2024 08:45:19 GMT

After taking an early upgrade, and sending my old phone back to EE as trade in, I was charged £820 for new device, this is taking far too long to rectify and I am still waiting for the money to be paid back, I have contacted EE many times about this, but nothing seems to be getting done . I'm considering legal action because this is disgraceful.

Re: Awful customer servive regarding a billing error, where they took £820 in error

Leanne_T — Tue, 14 May 2024 11:27:47 GMT

Hi there @Kevg0268

Thanks for coming here.

When was the last time you spoke to our mobile guides?

Have they issued a refund for the amount you have been charged?

Leanne.

Re: Awful customer servive regarding a billing error, where they took £820 in error

bristolian — Tue, 14 May 2024 11:50:46 GMT

@Kevg0268 wrote:

I'm considering legal action because this is disgraceful.

Before taking any legal action, ensure you have fully exhausted EE's complaints process - which includes referral to external arbitration. Courts won't generally look favourably on litigants who avoid ADR and go straight for a legal claim.

Re: Awful customer servive regarding a billing error, where they took £820 in error

Kevg0268 — Tue, 14 May 2024 14:01:53 GMT

I spoke to another member of your team around lunchtime 14th May, and as of yet, I'm STILL waiting for the funds to be on my account, angry is an understatement.

Re: Awful customer servive regarding a billing error, where they took £820 in error

James_B — Tue, 14 May 2024 15:13:31 GMT

Did the team member you spoke to give you a timescale for the refund to be processed, @Kevg0268?

James

Re: Awful customer servive regarding a billing error, where they took £820 in error

Kevg0268 — Tue, 14 May 2024 19:59:19 GMT

From my initial conversation on Thursday I was told 4 days, but I find this irrelevant as mistake was EE not me, why should my bank balance suffer for poor service?

Re: Awful customer servive regarding a billing error, where they took £820 in error

Christopher_G — Wed, 15 May 2024 06:59:06 GMT

I understand, @Kevg0268

I'm assuming it was four working days. Hopefully the transfer goes through soon.

Please keep us posted on what happens.

Chris

Re: Awful customer servive regarding a billing error, where they took £820 in error

Mel1407 — Sun, 04 Aug 2024 18:17:21 GMT

EE is shocking.

In 18months, they over-charge me numerous times, keep increasing line contract (mine is up 47% since I took contract out in Jan 2024) & yet have no signal which they deny as their checker says all ok. I hope you suceed with legal action as they need to stop being able to treat people like this.