Ombudsman

[ChrisGe]

So it turns out that when I moved house 4 and a half years ago EE screwed up the home move and have been double billing me all this time. 

All I got offered is six months back and told I'd be sent something re: the Ombudsman.  Zero apology, no empathy, total shutdown of communication in the face of what now feels like theft.

Anyone know how long it takes to get ombudsman information, is this a fight I'm now in? I guess I can't leave EE whilst this is going on. 

I'm genuinely surprised by how poor their offer was, 2-3 years and I'd have taken it as I guess it took me a long time to spot it but 6 months is a joke.

Anyone have any experience to share?

[XRaySpeX]

Have you formally complained to EE? If so, have you received a deadlock letter? If so, you can go to the Ombudsman yourself.

[mikeliuk]

Hi @ChrisGe ,

Please may you explain what double billing means here?

Do you mean you were being charged twice for exactly the same thing, or that you were being charged for two things but you were unaware of one of those two things because the notifications went to a different location? (E.g. you may have wanted to cancel one service and start a new service elsewhere but the old service was never cancelled so they billed based on their mistake.)

[ChrisGe]

I used EE's home move service 4 and a half years ago and only just spotted that there have been two amounts going out of my account to EE for this time, one related to the old property which I vacated all those years ago.

Unfortunate that I didn't spot it but EE were horrible on the phone, offered 6 months and then said for more i'd have to go to the ombudsman.

[mikeliuk]

Hi @ChrisGe ,

I recommend that you inform your bank immediately of the situation and that you read the Direct Debit Guarantee of your rights in this matter.

If you are not able to resolve directly with the service provider, which shall not be named, I recommend that you provide all necessary details such as account numbers and addresses but no security information such as PINs to your bank and request they contact the service provider directly to resolve on your behalf.

Until you are provided evidence otherwise, you should refer to the old payments to the old property explicitly as "(possibly) unauthorized payments" but would need to be very sure that you had informed them to move your service from one property to the other. If you own both properties and instead needed to cancel the service at the old property, you would need to be very sure that you did that at the time for the subsequent payments to be unauthorized payments.

[XRaySpeX]

As the OP used EE's BB Home Move service as part of his existing contract he did not need to cancel BB at the old place himself as it should be done auto as part of a Home Move.