I sent my router back and EE are still charging me £85

[Flo1234]

I promptly returned my router as soon as I received the prepaid bag. Regrettably, I used a Royal Mail parcel drop and didn't obtain proof of postage. As I no longer have an active subscription with EE, there's no reason for me to retain the router. Could you please check your mail room for routers that haven't been linked to an account? Having been a loyal EE customer for over 20 years, (still am as a mobile customer). I'm utterly astonished to see an £85 charge for an item I diligently returned. It appears I'm not alone in encountering this issue, suggesting a flaw in your system. There must be several routers unaccounted for, which you're erroneously marking as not received. 

Please can someone help me on how to get this issue fixed.

[Christopher_G]

Hi @Flo1234 

Welcome to the community.

Is this regarding a home broadband router or a mobile broadband router? Have you spoken with our Mobile Care team about this so that they can look into it for you?

Chris

[Flo1234]

Hi thanks Christopher,

it's the home broadband router. I tried out the broadband for a while, it wasn't for me. Got charged £200 for early leaving. Then this - its a kicker!

[Paddy-B]

Hi @Flo1234,

Thank you for replying to Christopher and for returning your equipment to EE. Please send me your details and I'll look into this for you.

I have sent you a private message with instructions on how to contact the team. 

Thanks,

Paddy

[David-M · Accepted solution]

Thanks for sending over the details @Flo1234 

That's been marked as returned for you now.

Cheers

David

[waterdog205]

I also returned my router and then received a 121 euro charge.   I have the printed receipt from the post office showing that the router was returned.   How do I fix this?

[John-C]

Hi @waterdog205, is the charge in Euro and not sterling?
Does it relate to a broadband router you had from us?

If it is then give us a call on 0330 123 1105 with your receipt and our customer guides will update this for you.

Cheers

John