topic Re: Charged twice for Broadband by EE And BT in Contracts & Billing

Charged twice for Broadband by EE And BT

earthling71 — Wed, 15 Jan 2025 11:30:40 GMT

Checking my bank statement I realised I have been charged for my broadband twice by EE and BT since August 2022!

The operator on the phone was very helpful and sorted out a refund for me. However she said they can only go back and check from July 2023 as earlier records are deleted. Is this true? Who can I speak to about this? As I am still owed one year of extra charges

Thanks

Re: Charged twice for Broadband by EE And BT

Leanne_T — Wed, 15 Jan 2025 13:40:10 GMT

Hi there @earthling71

Thanks for coming to the community.

Did you transfer from BT to EE and continued to be charged by BT?

Leanne 🙂

Re: Charged twice for Broadband by EE And BT

earthling71 — Wed, 15 Jan 2025 14:07:04 GMT

Hi.

At the time, I transferred from EE to BT and continued to be charged by EE.

Thanks

Re: Charged twice for Broadband by EE And BT

Leanne_T — Wed, 15 Jan 2025 14:12:30 GMT

Thanks for explaining this for me @earthling71

I would suggest getting in touch again if you can, and the team will see if they can get this looked into in more detail and see if the previous months you have been charged can be refunded.

You can find ways to get in touch on the Contact Us.

Leanne 🙂

Re: Charged twice for Broadband by EE And BT

earthling71 — Wed, 15 Jan 2025 14:47:21 GMT

I was on the phone for half an hour and they were adamant the previous records have been deleted as they don't keep them so far back. I don't really fancy being on the phone for another 30 min to be told the same thing. Is there a number to call to speak to a Manager or higher up?

Re: Charged twice for Broadband by EE And BT

Leanne_T — Wed, 15 Jan 2025 14:52:14 GMT

Hi @earthling71

I understand, if you would like to speak to a manager you would need to call us again, or our Make a Complaint page has ways you can raise a complaint.

Let me know how you get on.

Leanne.

Re: Charged twice for Broadband by EE And BT

earthling71 — Wed, 15 Jan 2025 15:14:46 GMT

Thanks, I have filled the form.

I should hear back in 7 days apparently.

Re: Charged twice for Broadband by EE And BT

Leanne_T — Wed, 15 Jan 2025 15:43:10 GMT

Thanks @earthling71

Hope you get this sorted when the team get back to you.

Leanne.

Re: Charged twice for Broadband by EE And BT

earthling71 — Mon, 27 Jan 2025 13:54:17 GMT

I have spoken with the complaint team, I should get my money back by 5th February apparently. Will post again to update when all is sorted.

Re: Charged twice for Broadband by EE And BT

Peter_W — Mon, 27 Jan 2025 15:51:04 GMT

Thanks for the update @earthling71.

I'm glad to hear you've managed to get in touch with our team here, and please do let us know when you get thing sorted too.

Peter

Re: Charged twice for Broadband by EE And BT

earthling71 — Mon, 24 Feb 2025 22:44:24 GMT

I said I would post an update so there it is:

I have received a partial refund of around 300 pounds but I am still due 600 pounds more for back bills when I was charged twice. The issue has been escalated to the complaint teams but I am getting new excuses every week: refund was not processed properly by back office so had to be requested again, amount is too big and needs to be authorised etc. I will wait for another week and then I will contact the Ombudsman since I first contacted EE on 15th Jan and we are at the end of Feb.

Re: Charged twice for Broadband by EE And BT

ABtwentysix — Mon, 05 Jan 2026 12:48:47 GMT

It looks like the same has happened to me. Thisnis a con. Did you get a refund

Re: Charged twice for Broadband by EE And BT

Profile closed — Mon, 05 Jan 2026 13:00:50 GMT

@ABtwentysix

It’s not a con. It’s incompetence between BT & EE, compounded by customers failing to check their own payments.

I can say that bcs Google charged us for YouTube Music for a year for someone in Central Europe, via our household M&S card. They refunded it.

We both now check *all* accounts daily.

Lesson learned.

Re: Charged twice for Broadband by EE And BT

earthling71 — Mon, 05 Jan 2026 14:20:31 GMT

Yes I did.