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

[earthling71]

I said I would post an update so there it is:

 I have received a partial refund of around 300 pounds but I am still due 600 pounds more for back bills when I was charged twice. The issue has been escalated to the complaint teams but I am getting new excuses every week: refund was not processed properly by back office so had to be requested again, amount is too big and needs to be authorised etc. I will wait for another week and then I will contact the Ombudsman since I first contacted EE on 15th Jan and we are at the end of Feb.