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Charged £500 for a returned device and microphone isn’t working’

creativecanvas
Explorer

‎06-12-2024 02:07 PM

I am extremely stressed.

EE have added a £500 Charge For a phone that I returned a month ago, they already confirmed that the phone was returned. I called them and I said I keep getting text saying that I haven’t returned the phone and I’m going to be charged.

 

They said ignore it don’t worry Now my services have been suspended because of discharge and my microphone on my iPhone isn’t working. Hey Siri is able to detect me but every app including phone calls I can’t speak. They can’t hear me so when I tried to call EE to get this resolved so I could pay my regular bill and get this £500 charge removed Because it is a mistake, they can’t hear me. I’m so stressed out. I can’t even find a way to connect to EE through texting because when I try to use the relay service it says I can’t Make outbound calls because my services have been suspended due to the high bill. I’m so stressed out. I have no idea what to do. I’ve tried restarting my phone. My microphone isn’t working all of a sudden

0 Helpful
4 REPLIES 4
Ali_A
EE Community Support Team

‎06-12-2024 04:38 PM

Hi @creativecanvas 

Welcome to the Community. 

Thanks for reaching out. I can imagine the bill would have been a shock to you. We'd love to help you get this resolved. 

Was the device returned as part of an equipment replacement, or was it for a trade-in towards an upgrade? 

Ali

0 Helpful
creativecanvas
Explorer
In response to Ali_A

‎06-12-2024 04:40 PM

It was a trade in of a phone I returned on the 18th of October. I still
have the royal mail tracking number for it.
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Ali_A
EE Community Support Team
In response to creativecanvas

‎06-12-2024 04:45 PM - edited ‎06-12-2024 05:19 PM

Great, thanks for confirming @creativecanvas 

The Customer Service team will be able to raise  a webform to have the charge corrected if Likewize have already confirmed they have received the device. 

What is the model of the new phone you have with the microphone problem? 

Ali

0 Helpful
Chris_B
EE Community Star
EE Community Star

‎06-12-2024 05:16 PM

@creativecanvas   Siri uses a different microphone to voice calls.  Siri microphone is close to the earpiece and the call microphone is at the bottom of the device. 

 But when on a call have you tried just clicking it on to loudspeaker ?  

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.
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