topic Re: Waiting on 2 callbacks for a refund in Contracts & Billing

Waiting on 2 callbacks for a refund

davidmace1979 — Fri, 30 Aug 2024 16:49:42 GMT

So, last week I realised I was not only paying for my broadband at my new flat but also the broadband I'd cancelled when I moved out of my parents house.

I rang EE on Saturday. All went smoothly and I was told I'd be called this morning at 10:30 to arrange the refund of what I'd paid. I waited till about 12:30 and again was promised a call at 13:30. It's now 17:50. Am I ever going to get this refund? I'm desperate for this money. Every single person I spoke to was incredibly lovely and helpful but I feel I'm being taken for a mug.

Re: Waiting on 2 callbacks for a refund

Peter_W — Fri, 30 Aug 2024 17:59:48 GMT

Good afternoon @davidmace1979

Welcome to the EE Community.

I can appreciate you'll want to get this sorted as soon as possible, and I'm confident our team will be on the case with this.

Whilst we don't have access to accounts via this public forum, if you give our customer care team another shout, they'll be able to check over your details and make sure you're up to date on what's happening.

Peter

Re: Waiting on 2 callbacks for a refund

davidmace1979 — Fri, 30 Aug 2024 18:07:30 GMT

Okay, here we go again....

Re: Waiting on 2 callbacks for a refund

davidmace1979 — Fri, 30 Aug 2024 18:13:50 GMT

Currently could be on hold for 30 minutes according to the lady.... I know you've told me to ring them again but this is the third time I've had to ring concerning the matter.

Re: Waiting on 2 callbacks for a refund

davidmace1979 — Fri, 30 Aug 2024 18:59:03 GMT

3rd time lucky... Spoke to another funny lovely guy who was a big help. Ringing me back on Monday. Yeah, I know this is another callback BUT I have a feeling this will be the one that sorts it.

Re: Waiting on 2 callbacks for a refund

Debbie_G — Sat, 31 Aug 2024 08:24:21 GMT

Morning @davidmace1979

Thanks for getting back in touch, I'm happy to hear this is being dealt with and you'll be getting a call on Monday.

Let us know how you get on.

Debbie 🙂

Re: Waiting on 2 callbacks for a refund

davidmace1979 — Mon, 02 Sep 2024 15:53:27 GMT

Almost 5 hours and still no callback.

Please don't tell me I have to ring a fourth time...

I received a text saying my complaint was now closed the other day after the 3rd callback was booked. There was no complaint. I just want my money back.

Re: Waiting on 2 callbacks for a refund

davidmace1979 — Mon, 02 Sep 2024 21:12:32 GMT

Are you even there, Debbie? Nobody rang me in the end.

Re: Waiting on 2 callbacks for a refund

Rach_H — Tue, 03 Sep 2024 10:12:29 GMT

Hi @davidmace1979,

I'm so sorry to hear that you haven't had the calls you've been expecting, including today's. We do not have access to accounts here on the Community, so we will not be able to give you an update here, but if you give our team another call then they will be able to let you know what is happening.

Rach

Re: Waiting on 2 callbacks for a refund

davidmace1979 — Fri, 06 Sep 2024 16:14:51 GMT

No, I KNEW you'd tell me to ring back again. I'm not ringing for a 5th time only to be lied to again. I'm just going to take the loss and forget about the refund.