topic Re: Refund after order cancellation in Orders

Refund after order cancellation

Tom777777 — Mon, 10 Mar 2025 12:07:32 GMT

On 18th February I cancelled my order using your helpline. The operator told me that I would receive a refund within 7 days. It's been 3 weeks now and I still don't have the money in my account. What's wrong with EE?

Re: Refund after order cancellation

Northerner — Mon, 10 Mar 2025 12:16:52 GMT

Hi @Tom777777

Have you contacted your bank. They normally release unclaimed funds in 7 days.

Thanks

Re: Refund after order cancellation

Michael_D — Mon, 10 Mar 2025 14:06:22 GMT

Hi @Tom777777

Was the money taken from your bank, or was it just showing as a pending payment?

If it was a completed transaction, I'd recommend speaking to our billing guides again so they can check the account and order to see what is happening with the refund.

Michael

Re: Refund after order cancellation

Tom777777 — Mon, 10 Mar 2025 14:50:44 GMT

I've contacted them about this twice now, and each time they say the refund will be processed the next day. Still nothing. Then I get a text message asking if I would recommend EE to my friends. What do you think? Disappointing.

Re: Refund after order cancellation

Tom777777 — Mon, 10 Mar 2025 14:53:07 GMT

Simple payment via Google Pay, no big philosophy, I got refunds from Amazon, Vodafone without any complications within 1 day, just click and that's it. Here it looks like money travels from another galaxy by courier on horseback.

Re: Refund after order cancellation

Peter_W — Mon, 10 Mar 2025 17:35:40 GMT

Hi @Tom777777.

Like @Michael_D mentioned, did you manage to check if the payment had definitely been fully taken?
What exactly was it you ordered here too, and when did you last speak with us about this?
Peter