by Smokey1990
Visitor

EE still charging me now for service they agreed to end in June

Here's the history:

 

16/06/17 - Received email saying invoice (for period 15 Jun to 14 Jul) from previous day was available.

 

17/06/17 - Phoned 150 to cancel Home Broadband.

 

17/06/17 - Received confirmation email saying service would end on 30/06/17 and final bill would be available in a few days.

 

03/07/17 - Payment for period 15 Jun to 14 Jul taken by Direct Debit.

 

16/07/17 - No final bill received.

 

16/07/17 - Received email saying invoice (for period 15 Jul to 14 Aug) from previous day was available.

 

16/07/17 - Phoned 150 to find out what was happening. Customer Service agent said he couldn't do anything and put me through to 'Technical'. The lady there said:

 

a) She'd sort it out,

b) She'd keep an eye on it and call me back if there was a problem,

c) I wouldn't have to pay the invoice I'd just received.

 

None of these turned out to be true.


16/07/17 - Received email saying I'd cancelled my cancellation order, which wasn't true.

 

16/07/17 - Received another email saying the service would end on 17/07/17 and final bill would be available in a few days. Neither of these turned out to be true.

 

02/08/17 - Payment for period 15 Jul to 14 Aug taken by Direct Debit.

 

Where do I go from here? I don't want to spend another fruitless 30 mins on the phone.

 

Thanks.

2 REPLIES 2
by Grand Master
Grand Master

Re: EE still charging me now for service they agreed to end in June

This user forum cannot have access to your specific a/c. You do need to call EE to sort out your bill & cancellation.

 

You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form.

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by
EE Employee

Re: EE still charging me now for service they agreed to end in June

Hi @Smokey1990 and welcome to the community.

 

Here on the community we do not have access to any customer accounts, to have this investigated please do speak to our customer service team.

 

Many thanks,

 

Lee

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