Broadband Switched with EE but still charged

[MartinC57]

I had two Broadband account with EE Last year both were upgraded to BT. Got a message last week to say that my EE Broadband was expiring which surprised me. On checking myEE I saw that I was still being charged for one EE Broadband accounts. When contacting EE they admitted that they had made a mistake and could also see that I hadn't be using the EE Broadband. have have cancelled the account now but are only refunding me for "SIX" months. I have paid to this account for a year. This is EE's fault not mine. I have been a customer for years with no problems, In fact customer service has aways been good. I have also 5 mobile contracts with EE. Two of them are coming to the end of their contract. I will be considering switching them to a new provider along with my other mobile devices when they are due. If I could, at the moment in the mood I'm in, I would have probably cancelled all of the contracts, but I can't afford to do that. 

[XRaySpeX]

How did you move your 2 BB lines to BT?

This user discussion forum can have no access to your specific account. You need to raise this with CS.

[MartinC57]

I didn't. It was done at the EE shop. I signed both cancelation forms plus the moving both accounts to BT.  When to same shop this Tuesday. They admitted there had been a mistake at the EE end. They put me on to a CS person who then said that he will cancel the account that was still running, on my verification, and to leave my direct debit open so that they could transfer the money back to my account. I then asked the EE shop assistant if he knew how much would be paid back. He said he was told it was six months, but he did advise me to ring CS. I did so next day. I was then told that the account was not cancelled, they had no notes on my previous cancelation. The CS assistant was pleasant, but I had to go through the whole cancellation again. Plus when I said about only getting a six month refund I was more or less told it was my fault. This is after being with EE for about twenty years and paying over £4000 a year for 5 mobile phones. Well as I said two mobile phones are due the end of their contract so I'll be cancelling 3 devices (one is payg) and when the others are due I will do the same. What is the point of phoneing CS. They have always been very helpful but they have no say. 

[James_B]

Hi @MartinC57,

Welcome to the EE Community. 🙂

I've sent you a private message. Please check your inbox and get back to me when you have a moment.

Thanks

James

[XRaySpeX]

You don't cancel your old BB a/c when migrating. It was up to BT to do the migration which would auto cancel your EE BB contract. 

[MartinC57]

Well I filled out cancellation forms. Anyway the fact is that both EE contracts were not cancelled, only one of them. I also was called early Sunday morning (6th) by EE to tell me yet again that my EE Broadband account was in the process of being cancelled (again?) and that approx. £200 was being transferred into my account and wasn't that good. To which I said no, but I really didn't want to go into how EE has stollen another £200 of me, to that poor guy who was only doing his job. So much for being an EE customer for about 20years.

I have checked my SIM only phone and I can save approx. £120 a year for it. I also have two more devices who contracts are coming up soon, so I'll do a search and I'm sure I should be able to save myself a lot more.