Missing payment

[AyoOnatade]

May I have some help please. I am trying to resolve a missing payment that was sent to EE mobile phone account instead of their Broadband. It was sent by online banking and they can’t track it down so it it floating somewhere in their mobile phone bank account. I spent sometime today online via the chat and literary got nowhere. I then actually rang and spoke to someone that deals with their broadband who advised me having spoken to the area that deals with mobile phones that the money will be returned to me in due course once they realise that it can’t be attached to a mobile phone account. I do not have a mobile phone with EE. It will just take some time. They have suggested I speak to my bank to see if it can be expedited. I am planning on doing so. What concerns me is that I was contacted again via the chat by someone who was supposedly trying to help me resolve this (I did not contact them) and suggested that it would be quicker if I do it online. I was happy to provide the bank reference number that I had. However, they suggested that they would raise a missing payment report for me which I said Fine, but they wanted my online banking as in my account and my sort code and they were going to send me a secure form. I would have been happy to send in the sort code but certainly not my bank details they then said that they would share the email address for the missing payment team. I am a bit concerned because I am happy to go to my bank and do a chargeback. The email address that they shared with me was missing.payments.merit@bt.com. whoever it was was rather pushy asking me to deal with it today when I said I would deal with it tomorrow. They were claiming that if I sent the email to the team today that I could anticipate notification within 10 days around the 27th of November and they would be responsible for locating the amount using your payment using my payment reference. I will add it to my account accordingly. Needless to say, I have not done this as I said that I will deal with it tomorrow as in Tuesday, the 18th of November. I would prefer to go into an EE shop and try and sort it out before I go to my bank does anybody know if that email address is actually legitimate. If not EE might want to be aware. Any help advice would be very much appreciated.

Thanks

[Chris_B]

@AyoOnatade  How did EE contact you via chat ?  Via what service?  If you say what’s app that’s a scam.  EE don’t use WhatsApp 

For chat to work to EE you need to be initiating chat yourself. Via the website or my EE app  EE can’t start a chat with you as they don’t know who you are to start a chat.    I’ve also never seen that email address before. 

[Ali_A · Accepted solution]

Hi @AyoOnatade 

In order for the Customer Service guides perform a search for your payment, they'd need the bank or card details the payment was made from. 
We use a secure form on calls so that your details are not disclosed to anyone, including staff, when sharing them. 

The email address you were given is a BT email address, however as the payment was made to the EE accounts, I'd recommend emailing the EE Missing Payments team instead. 
Please include the reference number you used when making the BACS payment (you'll find this on your online banking payment). 

Once located the team can refund it back to your bank. You'll need to arrange a separate payment for your Broadband. 

Ali 

[AyoOnatade]

Thank you all very much. To respond to @Chris_B - I did not initiate the second chat.  The chat was open from my first conversation. It was on the EE App.  The email address was valid as EE is actually part of BT. I ended up actually ringing EE and spoke to somebody who was incredibly helpful. 

In the end I have actually contacted missing payments via the email address that @Ali_A has included in his message above.  I am grateful.  The issue simply arose because I wanted to set up a standing order f or my Broadband and the bank details that I found were actually for setting up a standing order for your mobile phone.  You cannot set up a standing order for your broadband.  I just wanted to round my bill up.  I don't have an EE mobile phone.

I have sent the EE Missing Payments Team a copy of the transactional details from my bank so it should have all the details on it.

Again thanks for all the helpful responses.

Ayo

[Ali_A]

Thanks for keeping us updated with this @AyoOnatade 

I'm glad you're getting sorted with your missing payment.  

Ali