Need urgent refund but phone lines down

[LJ1207]

Agreed with EE that my direct debit was cancelled and I’d pay on the phone on 28th payday. Also was promised an immediate refund for international roaming which was tried unsuccessfully by customer service to resolve my 4G internet not working.

Just went to buy my groceries and my card was declined. I discover that EE took my direct debit on the 14th despite confirming it was definitely cancelled (and that I didn’t need to do anything, AND after 12 days I still don’t have the refund of £25 for roaming.

So that’s £65 I’m down on; cannot buy food or petrol. I have zero in my bank. AND I cannot contact EE because the lines are down. Is there any way to contact them at all in an emergency?! Can anyone working at EE PLEASE call me?

[JimM11]

@LJ1207 Would think not for calling in any Emergency situation, and all refunds have to be processed which is a minimum 5day period, but you will need to establish that, if not pending in your online bank that you can see, will be highly unlikely it's done. You really should have checked and not trusted that what you were told was ever going to happen!

[LJ1207]

Final straw for me. EE have done this before, I’ll be switching next month.

[Katie_B]

Hello @LJ1207. 

Thanks for coming here. 

I am sorry to hear your direct debit has been taken after you cancelled this and you have now been left with no funds. 

When did you request the cancellation? could your direct debit have been already pending with the bank?

Have you been able to contact your bank?

Katie

[garybs29]

If a mistake has been made on your DD you can claim through the DD guarantee from your bank

[LJ1207]

I requested it on the 6th, confirmed as cancelled, EE took it on 14th

Also please can you tell me why I’ve not received a refund after 12 days? I have no money for food and both or the above was promised by EE. 

[Ali_A]

@LJ1207 

Was the £25 payment for a bundle purchase, or a deposit for activating roaming? 

Ali 

[LJ1207]

It was for active roaming. We tried this and it didn’t help the problem with internet access, so it was confirmed on the phone (on the 13th) that it his had been immediately refunded to me. I still don’t have it. 

[Ali_A]

@LJ1207 

Did you pay the £25 on your bill, or a separate card payment? 

Ali 

[LJ1207]

They took the payment on my debit card while I was on the phone with them; in the same conversation they confirmed they has refunded this payment