Charged twice for Broadband by EE And BT

[earthling71]

Hi

Checking my bank statement I realised I have been charged for my broadband twice by EE and BT since August 2022!

The operator on the phone was very helpful and sorted out a refund for me. However she said they can only go back and check from July 2023 as earlier records are deleted. Is this true? Who can I speak to about this? As I am still owed one year of extra charges

Thanks

[Leanne_T]

Hi there @earthling71 

Thanks for coming to the community. 

Did you transfer from BT to EE and continued to be charged by BT? 

Leanne 🙂

[earthling71]

Hi. 

At the time, I transferred from EE to BT and continued to be charged by EE.

Thanks

[Leanne_T]

Thanks for explaining this for me @earthling71 

I would suggest getting in touch again if you can, and the team will see if they can get this looked into in more detail and see if the previous months you have been charged can be refunded. 

You can find ways to get in touch on the Contact Us. 

Leanne 🙂

[earthling71]

I was on the phone for half an hour and they were adamant the previous records have been deleted as they don't keep them so far back. I don't really fancy being on the phone for another 30 min to be told the same thing.  Is there a number to call to speak to a Manager or higher up?

[Leanne_T · Accepted solution]

Hi @earthling71 

I understand, if you would like to speak to a manager you would need to call us again, or our Make a Complaint page has ways you can raise a complaint. 

Let me know how you get on.

Leanne.

[earthling71]

Thanks, I have filled the form. 

I should hear back in 7 days apparently.

[Leanne_T]

Thanks @earthling71 

Hope you get this sorted when the team get back to you. 

Leanne.

[earthling71]

I have spoken with the complaint team, I should get my money back by 5th February apparently. Will post again to update when all is sorted.

[Peter_W]

Thanks for the update @earthling71.

I'm glad to hear you've managed to get in touch with our team here, and please do let us know when you get thing sorted too.

Peter