Refund

[Scottyb123]

On the 23rd of October I was told I'd been paying for a broadband I no longer use for the past 6 months so I would get a refund of £256 approximately. It would take 10 days to go into my bank. It's now been 21 days. 

[Katie_B]

Good evening @Scottyb123. 

Welcome to the EE Community. 

Did our customer care team confirm they had processed a refund for you for the full amount of £256?

Katie

[Scottyb123]

Yes. They said you'll receive it in 10 working days but I still haven't. 

[Katie_B]

Thanks for getting back to me @Scottyb123. 

Was this a fixed home broadband or a mobile broadband router?

Katie

[Scottyb123]

It was broadband/landline that carried on taking monthly payments even though EE/BT had gave me a new fibre optic broadband router 

[Katie_B]

Hi @Scottyb123. 

Are you aware if any payments for your fibre broadband have been taken or does it look that credit is being used to cover your bills?

Katie

[Scottyb123]

Yes I've been paying 29.99 for the fibre for the last 6 months and also £43 for the broadband they said should of been stopped when I switched.

[Katie_B]

Thanks for confirming @Scottyb123.

I'd recommend giving us a call so our team can chase this for you. 

Katie

[XRaySpeX]

Which of BT or EE has given you a new fibre optic broadband router? Is it for Full Fibre? Which router is it?