Awful customer servive regarding a billing error, where they took £820 in error

[Christopher_G]

Hi @Kevg0268 

Welcome to the community.

I'm sorry to hear that you had a problem with your bill. What happened? Has it now been resolved?
Chris

[Kevg0268]

After taking an early upgrade, and sending my old phone back to EE as trade in, I was charged £820 for new device, this is taking far too long to rectify and I am still waiting for the money to be paid back, I have contacted EE many times about this, but nothing seems to be getting done . I'm considering legal action because this is disgraceful. 

[Leanne_T]

Hi there @Kevg0268 

Thanks for coming here. 

When was the last time you spoke to our mobile guides? 

Have they issued a refund for the amount you have been charged? 

Leanne.

[bristolian]

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@Kevg0268 wrote:

I'm considering legal action because this is disgraceful. 

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Before taking any legal action, ensure you have fully exhausted EE's complaints process - which includes referral to external arbitration. Courts won't generally look favourably on litigants who avoid ADR and go straight for a legal claim.

[Kevg0268]

I spoke to another member of your team around lunchtime 14th May, and as of yet, I'm STILL waiting for the funds to be on my account,  angry is an understatement. 

[James_B]

Did the team member you spoke to give you a timescale for the refund to be processed, @Kevg0268?

James

[Kevg0268]

From my initial conversation on Thursday I was told 4 days,  but I find this irrelevant as mistake was EE not me, why should my bank balance suffer for poor service?

[Christopher_G]

I understand, @Kevg0268 

I'm assuming it was four working days. Hopefully the transfer goes through soon. 

Please keep us posted on what happens.

Chris

[Mel1407]

EE is shocking.

In 18months, they over-charge me numerous times, keep increasing line contract (mine is up 47% since I took contract out in Jan 2024) & yet have no signal which they deny as their checker says all ok. I hope you suceed with legal action as they need to stop being able to treat people like this.