EE took unauthorised payment from my bank account

[MikeB65]

My wife noticed our EE bill had more than doubled the other day. She managed to get through (despite me being the account holder) and discovered that the broadband account had been closed and the payment was taken due to early cancellation of contract. I hadn't cancelled anything. The only contact I'd had with them recently was to add TNT sports for a month. She was told the £148 would be back in our bank account within 10 days. I then received an email saying it had been credited to my EE account and would come off my next bill. Not impressed I called and told the representative that I want my money, taken without authority in my bank account. I also wanted to know how this had happened. I asked to make a complaint and was told that as my wife had opened and closed a complaint I would risk losing the money they took from my account without good reason or authority. I would have to pay them the £148 to reopen the complaint. The fact that I was the account holder and not my wife didn't matter. (Breach of security). The representative clearly wasn't interested with my issue,  not even when I expressed concerns that I thought there were other customers in a similar position but totally unsure that money had been taken from their bank accounts by EE without authority. To add insult to injury he was condisending and disinterested. I find it a disgrace that there was no way to take the matter further without threat of losing money. What's more worrying is the lack of concern that there is a problem with EEs systems taking large unauthorised and nobody seems to care. 

[Chris_B]

@MikeB65   if the money has been returned, then the matter has been resolved. If you want it back in your bank account you would need to call to request to have it put back in your bank account.   EE always refund back to your EE account unless you specifically say you want it in your bank account.