Cancellation Refund

[BBridgeman]

Hi All 😁

I recently purchased 5GEE Hub last month with Unlimited Data for £40 a month with £100 upfront.

I got my bill and saw that I was charged pro-rata for the service - I had the 5GEE Hub for about a day until I realized it wasn't fit for purpose. So I processed a cancellation.

When the cancellation was complete I was advised that I would get funds paid back within 30 days, which expires on September 27th, with the 28th being 31 days after the cancellation was complete.

I had my bill generated today and saw that I had been refunded the full amount for the usage, but I haven't received the upfront cost back.

Am I due this back or do I lose out on it?
If it's not applied to my account on the 27th of September, I can call on the 28th and question this.

I look forward to your support.

Thanks
Bethan

[XRaySpeX]

Have you been asked to send the router back & have you? If not, you'll probably get the upfront payment back when you do.

[BBridgeman]

Hi @XRaySpeX 🙂

I sent the Router back as part of the Cancellation process.

I have evidence that it was sent and delivered via Royal Mail.

As mentioned, last month on my bill I was charged Pro-rata for the usage, and this month that usage was refunded.
However, no sight of the £100 upfront cost.

Do I need to wait till the 28th to raise this? I feel this is EE's attempt to pocket some extra money.

[Ali_A]

Thanks for joining us on Community @BBridgeman 

When returning any device within 14 days of sale, any upfront fee paid towards the device is refunded too. 

You'll be able to see this on the summary page of your bill (usually page 2 or 3) as an "Equipment Credit" Adjustment and it'll be used towards paying the rest of the bill.  

If you have no other products (phones, tablets, watches etc) with us then it will just be refunded back to your card.

Ali

[BBridgeman]

Thanks for this Ali - Found it.

However, it turns out I've been charged for EE processing a refund... Not sure how that works but I can't really be bothered with the arguing match, so I will just have to deal with it.

[Ali_A]

@BBridgeman 

There is no charge for processing a refund. If you see an item that says "refund" on your bill, that is usually the amount that may have been refunded directly back to your card. 

For example if you have paid £100 last month, but it's not been used towards the device, some of it may have been used to pay last months bill with the remainder sent back to your card. 

Ali 

[BBridgeman]

Hi @Ali_A 

Thank you for your speedy responses.

I've attached an image of what my latest bill shows.

Please note it says refund processed and a date of August 28th.
I've not had anything returned to me. - Can you advise further?

[Ali_A]

@BBridgeman  

Thanks for the screenshot. 

Looks like from the £99.99 device cost, £53.37 was used to pay your August bill and the remainder £46.62 was sent back to your card or bank. 
It would be worth checking your statements between the 28th August and 14th 

However, 2 days later you paid the August bill by card manually, so that payment will have been used towards paying your September bill instead. 

Ali 

[BBridgeman]

Hi @Ali_A 

Thanks for the explanation of everything. 
It’s been helpful. 

However, I’ve checked my Bank and My Credit Card statements and I’ve received no refunds.

Do I need to wait the 30 days before outreaching via Call?

[Ali_A]

@BBridgeman 

You're welcome. Refunds usually take 5-7 working days, as you haven't received your refund yet it would be worth contacting Customer Service. They can confirm where the refund has been sent and missing payments team can investigate if needed. We'd want you to receive your refund as soon as possible!

Ali