topic Upfront payments not being refunded in Orders

Upfront payments not being refunded

Caledon_Ian — Fri, 09 May 2025 05:01:53 GMT

On April 19th I applied for a phone contract which was approved and I paid the £30 upfront fee. The next day I received an email asking me to contact EE due to there being an issue with Flexpay. I contacted them through chat and was told there had been an issue and I'd have to re-place the order for which I would have to pay the £30 upfront fee again. I did this twice, both times paying the £30 fee only to be told Flexpay wasn't working and they couldn't progress with my order.

So, £90 down, I asked when my payments would be refunded and was told 3-5 working days.

10 days later I still had no refund so I contacted them again and was told they could only see the original £30 on the system, which they refunded. After some digging, the operator told me she had found the other two payments of £30 and would get them refunded.

Its now the 9th of May and still no payments. Has anyone else had this issue?

Re: Upfront payments not being refunded

Northerner — Fri, 09 May 2025 06:33:39 GMT

Hi @Caledon_Ian

Have you tried contacting your bank.

Thanks

Re: Upfront payments not being refunded

Caledon_Ian — Fri, 09 May 2025 06:48:11 GMT

Yeah, they need written confirmation of me asking for and being approved for a refund.

Re: Upfront payments not being refunded

Ali_A — Fri, 09 May 2025 09:32:00 GMT

Hi @Caledon_Ian

I'd recommend contacting Customer Service who will be able to send a follow-up to the payment processing team to chase your refunds.

Occasionally it may be on hold if they just needed further information from you (eg confirm the card details the payments are returning to)

Ali