Complaint

[Deggy3]

Evening all,

I'm having a bit of trouble trying to get £40 refunded.

Long story short, EE have collected £480 for a PlayStation 5. This should have been £440.

No one seems to be able to grasp the fact that nine payments of £40 were collected between February and October this year, then a one-off collection of £120 was made in November (this should have been £80).

I've raised this complaint several times now, the last being on Saturday 25th November (Ref: ID21795855). I received a text message same day saying the complaint has been closed but no word on the outcome.

I've logged into my account several times since, checking for a revised bill but nothing so far.

Do I sit it out and wait for a few days, see if anything happens or raise another complaint?

Kind regards,

Neil

[Northerner]

Hi @Deggy3 

You'll need to speak to EE CS on 150 about this issue.

Thanks 

[James_B]

Hi @Deggy3,

Welcome to the EE Community. 🙂

Any refunds would be automatically credited to your following bill.

If the error was billed in November, I would expect you to see the refund on your December bill.

James

[Deggy3]

Just checked my latest bill...guess what? Still no refund.

The merry-go-round starts again...

[Katie_B]

Hi @Deggy3. 

I'm sorry to hear this. 

Please get in touch with our customer care team on 150 who can look into this further. 

Katie

[Deggy3]

This is really starting to annoy me now. I have been on the phone for 35 minutes now and still no closer to having this resolved. The person I am speaking to is insisting I have received a refund in relation to the PS5 but I know I haven't.

[Leanne_T]

Hi @Deggy3 

I am sorry to hear this. 

Did the team advise if the refund had been applied to the last bill or was this sent to your bank? 

Leanne.