Equipment return not received

[Marlow2]

Good afternoon,

We’ve returned equipment after an upgrade and we’ve been charged £215. We sent it back via Royal Mail lockers and QR code provided but that was seven weeks ago. Obviously not happy we’ve been charged.

[JimM11]

@Marlow2 Is there anyway to track when you do it that way? EE Charge due to the time, but do look at the EE Returns policy!

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

[Marlow2]

I’ve got the email to say I’ve returned the parcel via the lockers so I’m baffled to why I’ve been charged even though it takes ‘upto 3 weeks to get to EE’.’

The parcel had the account details in it too so there shouldn’t of been any discrepancies.

[JimM11 · Accepted solution]

@Marlow2 Call EE CS, and inform them you have proof it was returned, then get the refund paid back to your direct debit or card whichever payment method you are using. Nothing the Forum can do to help you.

Contact Us | Help & Support | EE

[chrislee1628]

sorry to jump in

but I don't understand why they specifically say not to take your products to their EE shops unless it is a mobile

would it not be cheaper to take them to an EE shop and for their own shops to send them back?

[JimM11]

@chrislee1628 No, returns off Broadband/TV products have to be done the other way.

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