I have been charged for a service I have never used

[MICHELLEBR]

I  recently applied for a car loan and was refused which was strange as i have always had a very good credit rating. I checked my credit and found I had a debt with EE which had been passed to a debt agents. I have never used EE. Last year i called them to make an enquiry about broadband for a new property i was moving too. Thats all I remember as it was over a year ago. On speaking to customer services I was charged £6.28 in April 2023 then £50 a week later which was refunded on the same day.

They said their equipment was sent out in April and returned in October. I have no emails, letters, phone calls from them AND i am pretty sure if they checked their records their service was not used.

Their response is Pay the outstanding and we will consider looking at your credit issues. This is unsatisfactory and very much not going to happen. I have spoken to the Communications Ombudsman and will await my latest email to EE customer services.

Any advice on this would be very gratefully received.

[JimM11]

@MICHELLEBR Link if this helps, then do select the option Complaints Code of Practice to get all the further options. HTH

Understanding your broadband complaint | Customer Care | EE

[XRaySpeX]

If EE has been charging you, you must have given them your DD or bank card details. Why would you have done so if you intended not to order something from them?

[RG999]

I think the OP meant they charged a nominal EE account rather than their bank. If the bank account had been charged then there would be no debt to chase. 

[XRaySpeX]

@RG999 : How can OP have a nominal EE account when she's never been with EE? There's more to this than meets the eye!

[RG999]

She made an enquiry about possible connection to a property. That's quite enough information for a salesman on commission to create an account.