Backdated payment query - no correspondence after 2 weeks, asking for advice

[rhysjones1990]

I contacted EE 2 weeks ago on the 20.11.23 as Monies have been coming out for a Broadband contract that was cancelled over 2 years ago. 

I spoke to a very helpful lady called Layla in the billings team who advised something in their back end system wasn't done which is why it wasn't cancelled correctly, my money would be backdated from the date the line was turned off and I would receive a final statement within a week saying how much is owed back to me, and would then receive a cheque as I had cancelled the direct debit.

I haven't received any correspondence since (letter or email), I contacted EE again on Wednesday 30.11.23  and they advised it would be done on the last day of the month as that is when accounts are done, but I still haven't received anything.

I was expecting at least an email confirmation by now, Is it normal not to receive any correspondence at all after 2 weeks? And how long does this process take normally?

I've been swindled out of money in the past by other companies (not by EE) so I always need peace of mind with things like this. 

[rhysjones1990]

Update

Been waiting for a callback from the complaints team for a week and still nothing, I've been told it's been actioned on different days whenever I chase with customer support.

I was originally told it would be actioned at least 3 weeks ago, the date seems to change whenever I chase, I need a straight honest answer as to when this was actually actioned, and an explanation why it's taken so long to action as I flagged this up a month ago! As I've said previously, you're quick enough to chase people that owe you money a day after it's due.

£980 might be a drop in the ocean to some people, but it would do me the world of good.

[Katie_B]

Hi @rhysjones1990. 

I am sorry to hear there has still been no update. 

When you have a moment please check your community inbox. 

Katie

[rhysjones1990]

Another Update

Spoke to customer services yesterday who assured me that the cheque was sent out on the 12th of December, I'm not fully convinced as when I actually chased up on Tuesday the 12th, I was told it had been actioned on Friday the 8th of December, so was it just ignored until I chased again? We'll wait and see.

I have closed the complaint down & will wait for the cheque to come through, obviously if I don't recieve anything within the next week or so I will be on the case again. 

Not great that it took 3 weeks for it to be actioned after my first initial call on 20th of November. I wouldn't complain so much, but it's annoyed me that this money that was owed to me wasn't available to me before Christmas. 

[Katie_B]

Hi @rhysjones1990. 

Thanks for coming back and keeping us updated. 

Please let me know if you do not receive your cheque and we will look into this further for you. 

Katie