Charged for returned router

[ElliottRD]

I returned my router by post on 22 August 2026, but I was still billed on 18 September 2026.

This seems to be a recurring issue for customers who return their equipment and provide proof of postage. If this stems from a logistics failure at the Scottish Distribution Centre or with the returns partner, it places an unnecessary burden on customers to chase manual refunds.

Could a moderator please escalate this to the relevant back-office team to clear the charge, and advise on how to establish a clearer resolution pathway without waiting on hold?

[JimM11]

@ElliottRD You do not say even though you had the item returned by you that it was actually tracked and confirmed as returned, after that point there is about six weeks then if correct confirmed as received by EE as a match and an e-mail notification is sent. If it was all close to the bill for return delayed then that is going to happen, and mistaken returns are later refunded. Have a look at the returns policy. E-mail to look out for has this heading ""Thanks for sending your kit"" and this in it,

We've got your return

Billing Account Number: ******ABCD Postcode: *****XYZ

Hi James, Thanks for returning your: Smart Hub Plus, it's back with us. Your return has helped us with our commitment to reduce waste. We'll make sure it's refurbished or recycled in a safe and environmentally friendly way.

Thanks, The EE Team

Return and recycle your EE Broadband or EE TV products | Orders And Returns Help | EE

My e-mail was 5 weeks later than received but within the 60 days return period. 

[ElliottRD]

Six weeks is an incredible wait time. Thanks for sharing that insight @JimM11, though it highlights a frustrating disconnect in the process.

Hopefully, the moderators can step in soon, and I'll see that refund before Christmas. Did you have to call and/or email support directly to get yours sorted out, or did it resolve automatically?

[JimM11]

@ElliottRD As i said, i also checked my e-mails and had 5 reminders EE Pushy about getting it all done, and mine was in the post 1 Day after the switch over in the EE Supplied bag on winging it's way back to them by Royal Mail, that i tracked and seen back in the Distribution centre received 4 days after posting confirmed.... All was automated even the reminders after the fact but they all died away eventually. Did you keep your postal receipt, still got mine even though i am away now 2years come March.

The Forum is public so you should not hold out anything regarding your post, that you need to deal with by calling EE CS yourself.

[XRaySpeX]

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@ElliottRD wrote:

Hopefully, the moderators can step in soon, and I'll see that refund before Christmas. ?

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What do you expect the Mods to do? This public user discussion forum can have no access to your specific account. You need to raise this with CS.