topic Re: Need urgent refund but phone lines down in Broadband & Landline

Need urgent refund but phone lines down

LJ1207 — Thu, 24 Jul 2025 15:22:21 GMT

Agreed with EE that my direct debit was cancelled and I’d pay on the phone on 28th payday. Also was promised an immediate refund for international roaming which was tried unsuccessfully by customer service to resolve my 4G internet not working.

Just went to buy my groceries and my card was declined. I discover that EE took my direct debit on the 14th despite confirming it was definitely cancelled (and that I didn’t need to do anything, AND after 12 days I still don’t have the refund of £25 for roaming.

So that’s £65 I’m down on; cannot buy food or petrol. I have zero in my bank. AND I cannot contact EE because the lines are down. Is there any way to contact them at all in an emergency?! Can anyone working at EE PLEASE call me?

Re: Need urgent refund but phone lines down

JimM11 — Thu, 24 Jul 2025 15:42:53 GMT

@LJ1207 Would think not for calling in any Emergency situation, and all refunds have to be processed which is a minimum 5day period, but you will need to establish that, if not pending in your online bank that you can see, will be highly unlikely it's done. You really should have checked and not trusted that what you were told was ever going to happen!

Re: Need urgent refund but phone lines down

LJ1207 — Thu, 24 Jul 2025 15:49:29 GMT

Final straw for me. EE have done this before, I’ll be switching next month.

Re: Need urgent refund but phone lines down

Katie_B — Thu, 24 Jul 2025 16:09:40 GMT

Hello @LJ1207.

Thanks for coming here.

I am sorry to hear your direct debit has been taken after you cancelled this and you have now been left with no funds.

When did you request the cancellation? could your direct debit have been already pending with the bank?

Have you been able to contact your bank?

Katie

Re: Need urgent refund but phone lines down

garybs29 — Thu, 24 Jul 2025 16:34:21 GMT

If a mistake has been made on your DD you can claim through the DD guarantee from your bank

Re: Need urgent refund but phone lines down

LJ1207 — Thu, 24 Jul 2025 16:39:26 GMT

I requested it on the 6th, confirmed as cancelled, EE took it on 14th

Also please can you tell me why I’ve not received a refund after 12 days? I have no money for food and both or the above was promised by EE.

Re: Need urgent refund but phone lines down

Ali_A — Thu, 24 Jul 2025 17:37:15 GMT

@LJ1207

Was the £25 payment for a bundle purchase, or a deposit for activating roaming?

Ali

Re: Need urgent refund but phone lines down

LJ1207 — Thu, 24 Jul 2025 17:40:11 GMT

It was for active roaming. We tried this and it didn’t help the problem with internet access, so it was confirmed on the phone (on the 13th) that it his had been immediately refunded to me. I still don’t have it.

Re: Need urgent refund but phone lines down

Ali_A — Thu, 24 Jul 2025 17:45:42 GMT

@LJ1207

Did you pay the £25 on your bill, or a separate card payment?

Ali

Re: Need urgent refund but phone lines down

LJ1207 — Thu, 24 Jul 2025 17:53:55 GMT

They took the payment on my debit card while I was on the phone with them; in the same conversation they confirmed they has refunded this payment

Re: Need urgent refund but phone lines down

LJ1207 — Thu, 24 Jul 2025 17:57:49 GMT

Can you help with the two refunds? I need this £65 as I had not budgeted for this to be gone from my account, the phone lines are down and k have no money for food until the 28th.

Re: Need urgent refund but phone lines down

Rach_H — Sun, 27 Jul 2025 11:03:26 GMT

Hi @LJ1207

We do not have account access here on the Community, so we woudn't be able to help you with this, so it would be best to give our team a call, and they can take a look.

Rach