Broadband Credit no refund after calling Custoer Biling team 10 times

[zhf3690]

My credit shows the amount of £645.51 and I would like it to be refund to my bank account. 

I have been calling customer service during the past 6 months for 10 times. Each time the customer service collected and confirmed my bank account details and assured a successful refund within 5 days. Some customer representatives even promoised to call me back after 5 days to double confirm if the refund has been done successfully, but no one came back to me. 

I am totally frustrated and very disappointed with the EE customer service. It is the worst customer service I have ever encountered in my whole life. 

[Christopher_G · Accepted solution]

Hi @zhf3690 

Welcome to the community.

I'm really disappointed to hear of your experience with this. If your account is in credit, our customer service team should be able to organise the refund for you. I'm sorry to hear that this hasn't happened.

Since you've discussed this a few times with them already, and haven't found a solution, I recommend filling in our complaints form. That way, a dedicated team will look into why the refund hasn't been created yet and try to help put it through.

Please keep us updated with what happens.

Chris

[zhf3690]

Hi Chris, 

Thanks for guiding me to fill in the form and the complaints form has been submitted. Hopefully this can be resolved eventually. 

[Christopher_G]

Fingers crossed, @zhf3690 

Come back and let us know how it goes please.

Chris

[zhf3690]

Yes, I will.

But it says that at least 7 days are needed to have this resolved. Any chance can it be sooner?

[Christopher_G]

There's a chance it could be sooner, @zhf3690, but it seems like it's likely to more than 7 days.

You can call and ask to open a complaint, if you prefer to get an answer quicker.

Our Complaints Code of Practice details our complaints process.

Chris

[zhf3690]

It was a totally disaster again !!!

I was contacted by someone from EE one month ago. I was told that this issue had been escalated and a team would be dedicated to solving the problem. 

Then every 3 days someone would call me to check if the funds have been successfully transformed.

But noboy called me ever since the last call on 19th Feb 2026. The funds was not transformed either without knowing what happened so far.

Can you guide me what I should do next?

[Leanne_T]

Hi there @zhf3690 

I'm sorry this has not been resolved for you and have had no update. 

I would suggest getting back in touch with our broadband guides and they can look into the account and give you an update on the refund. 

Hope this is sorted soon for you. 

Leanne.

[zhf3690]

Is that the customer service hotline? 

I had been calling them for more then 10 times in the past 8 months without solving this issue. That is why I had no choice but only came here.

Under such circumstances, is there any way I can talk to someone in charge? 

[Leanne_T]

Hi there @zhf3690 

Sorry we have no account access on the community, you can call us on 0330 123 1105 and the team will take a look at this for you. 

If you would like to open a complaint you can do this using the online webform on the Make a Complaint page, and the team will get back in touch with you. 

Leanne.