Add to Plan Returns

[Mike1871]

I purchased a Sony Inzone monitor on an add to plan but changed my mind. I requested a return & then sent it back via DPD. DPD shows it was received by EE on 14.11.2023. 
However, my latest bill for December shows the Add to Plan charge & I have now been overcharged on my DD.

I rang up on Sunday 3rd December to query this & was told it can take 3 weeks to be scanned in at the warehouse. So it has now been over 3 weeks & no update on my account or sign of any credit/refund due.

£90 monthly payment & the £9 paid up front. 

Basically want to know is how long does this usually take to update on my account? Surely this shouldn’t take a month or more to process. 

[James_B]

Hi @Mike1871,

I would have expected your return to have been processed by now.

Please get in touch with Customer Care so a member of the team can look into this for you.

They'll be happy to help. 🙂

James

[Mike1871]

My latest bill is incorrect due to an add to plan not being correctly taken off after being returned. Confirmed item was received at Channel Returns. 
The monthly plan has been removed but the whole cost has been applied to Jan bill. 
Now, my latest bill in a few days shows is extremely high & not enough funds to cover it. 
Spoke to EE & they say they are waiting for the warehouse team to sort out which could be 72 hrs to a week. 
Would EE refund any bank charges applied which is £25 for returned DD? Or should I cancel the DD instructions to avoid charges? 

[Chris_B]

@Mike1871  I very much doubt that EE will refund you if you go overdrawn and if you cancel your DD this will cancel your contract DD so will result in an unpaid bill.    Sounds like your return was sent as your bill was issued. 

[Mike1871]

Unfortunately this is an ongoing issue. The item was sent back in November & when I contacted them in December I was told it was being sorted. I got a refund just before Christmas of what I overpaid. 
However, I received my bill last Friday with the full charge for the item. So all they did was remove the instalments. 
Now after 3 phone calls this week it’s still pending. 
So the payment will be returned & my bank charges me £25. Or remove the DD instructions & wait for my bill to be corrected. 

[Leanne_T · Accepted solution]

Hi @Mike1871 

Thanks for coming back to the community. 

I would suggest having another chat with our mobile guides to discuss what would be best for the payments. 

Let us know how you get on 🙂

Leanne.

[L22110]

I returned an add to plan phone well within the 14 day return period. I received an email saying they had received the device and the upfront payment would be returned to my original payment method. The phone was still not removed from my account 2 weeks later,so I contacted customer service, who sent a web form to channel returns, nothing changed a week later so contacted customer service again, the agent managed to get it removed while I was on the phone,I got a text message saying that it would no longer show on my bill.

On my next bill I was charged the full amount for the add to plan phone that I had returned ,so obviously this wasn't removed from my account correctly. After a lot of phone calls to customer service, my bill amount is now in dispute. I did everything right,it's hard work to get this sorted out,I can't see why the phone can't be removed from the account by the person who checks it back in,there is no contract upgrade involved. 

[Mike1871]

It took me several phone calls to eventually get this sorted. I expect that the product was sat in the warehouse returns somewhere waiting for another person to check it & mark as received. No acknowledgement to the customer. My billing went into negative because the pay monthly was removed but not the item itself. After a few months & many phone calls it was eventually removed.