Cancelled my EE pack last month but was still charged??

[R-Bonnie1601]

I've moved abroad for 3 months at the end of March, and cancelled my subscription pack once I landed in my new location (31/03). I had subscribed to a £15 credit pack, and had already got the ok from EE that my pack was cancelled.

However, I received a very unpleasant surprise to find I had been charged £15 today (15/05) despite the cancellation confirmation. I checked through my bills and noticed EE also tried to charge me last month on the 15th despite cancelling my pack, but luckily I had put most of my money into a separate account and couldn't be charged.

How the hell do I stop this and get a refund for the subscription I'm not going to use??

[R-Bonnie1601]

Here's evidence of my cancellation and then the charge I got regardless 

 

[XRaySpeX · Accepted solution]

@R-Bonnie1601 : How did you cancel it?

Do you have a Recurring Card Payment in place? If so, you may have stopped the pack but you need to text STOP REC to 150 to stop it payments. 

[R-Bonnie1601]

You're a bloody lifesaver! Thank you so much 🙏🏼

Any idea if I'll get a refund, or is it just an inevitable thing I'll have to accept?

[Katie_B]

Hi @R-Bonnie1601. 

If you are looking into a refund, I'd recommend getting in touch with customer care who have account access and can look into this further. 

Katie

[XRaySpeX]

Thanks! You're welcome 🙂 ! Glad I could be of assistance & trust it is now sorted.