Cancel an unauthorised Direct Debt from EE

[Darwin999]

Hi there, I recently found the EE charging me 31 pounds per month for the reference on HARL service, which I believe is the broadband service I didn't sign up for. I have contacted the 150 and they said the billings team is not online and ask me to contact them 2 hours later. 

I have cancelled the Direct Debt on this charge from the bank, my questions are:

1. Why I will be charged this from EE? I can't find the broadband service under my EE account. Is that possible someone stole my information and I was paying for somebody else?

2. Is there any chance I can have my money back? In total I have been charged for 4 months, 124 pounds.

3. I cancelled this DD from the bank, will any affect to me? (my credit something)

Thank you

[Alex_M]

Hi @Darwin999,

I find it hard to understand how you are being charged for something you did not sign up for - have you ever had EE broadband or looked to get it?

If EE have you down with an active contract and you have cancelled the direct debit, it may go down as a missed payment on your credit file - however that will only be after they have chased you a few times.

If you have been charged for a service you did not sign up for then yes, you are entitled to a full refund.

I would recommend calling 08009 566 000 asap and discuss the issue with them. Unfortunately nobody on this community can access your account.

Thanks,
Alex

[XRaySpeX]

I've never heard of "HARL" in the context of BB. Where do you see it & where did you get that from?

[Darwin999]

Hi ya, I got it from the reference in the bank statement. It starts with HARL and then a number, I believe it might be the Broardband account number? Then it ending as X001, X002 etc…I believe it’s the number of billing month? Still looks strange

[XRaySpeX]

Why do you think it might be a Broadband account number?

Is the sort code of the bank taking the money from your a/c 40-02-50?

I would guess "HARL" is just a place name like Harlington.

[Darwin999]

I see; thank you for the reply. I have also submitted a compliance form on this issue. And I started to get scam calls on Monday after I submit this post. SOOOOOO weird. 

[Leanne_T]

Hi @Darwin999 

Thanks for coming back to us. 

Have you contacted our broadband care team to get this direct debit looked into? 

Posting on the forum would not be related to any calls you are receiving, please see our Prevent scams including phishing, vishing and smishing | Online Security Help, for more details. 

Leanne.

[Darwin999]

yes, i am on the line with them right now. They said I did have broadband service. This is weird bcoz I can't find it on my billing page and account. No emails or text from them related to this broadband service.

Also, the lady on the call said they can cancel my broadband account, but I can't access my mobile bill page so I have no idea what services they closed for me. 

[Leanne_T]

Thanks for calling @Darwin999 

They will provide all the details you need for what has been cancelled and help you with your query 🙂

Leanne.