Hi!
Not sure where to go with this from here and both the store and the online 150 customer care team cant help me and both 'dont know who to contact' with regards to me being wrongfully charged for a RETURNED sim card for a YEAR AND 6 MONTHS. Nearly £400 of money WRONGFULLY taken out of my account. When the instore team tried to help, found the transaction where one of the EE colleagues attempted to 'return' the sim card on the same day it was purchased, they themselves said it wasn't processed properly by the member of staff... They sent an email to some team and we were supposed to hear back. 3 weeks or so on and still no contact but the money for that sim still got taken out the account of course!.
Went back to the store on numerous occasions just to be told 'we only sell packages we don't deal with billing or accounts' and that we need to call online. I call online and get told 'It was an instore purchase they should deal with the return' and that to get the money back they need evidence that the sim was returned.
Went to the store and had the receipt printed out showing the attempted return, called online and now they cant help us with it ! Even though I have the evidence the sim card was returned the SAME DAY. They cant put us to the disconnection department or the returns, theres 'nothing they can do'.
My question is if the online team and the instore team both don't deal with the billing and returns then who does? I thought EE was a good provider, but after this experience, I don't think I will be recommending it to anyone. Appalling service, now supposedly waiting for a call back from the store and the online team that I doubt it will happen as when I was meant to get a phone call back regarding this a few days ago that magically never came through either. Maybe the financial ombudsman can be of more help to me than you guys.
