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Mistaken payment on account

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DomD94
Visitor

‎04-09-2026 11:43 PM - edited ‎04-09-2026 11:44 PM

So basically my account was frozen because payment was late. I made a payment to my account as they told me to pay  to re-activate my plan ect. The  payment went through but I wasn’t unlocked. I then get a text saying please pay the outstanding amount to unlock your  services but I couldn’t afford it but I had no choice but to pay it. Is there any way I can get my last payment refunded ? @

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Ali_A
EE Community Support Team

‎05-09-2026 11:41 AM

Hi @DomD94 

If you’re experiencing financial difficulties and are unable pay, our teams are here to support you through difficult times.

Have a look at our Help if you have problems paying your EE bill page for some things we can do to help and how to contact us. 

Just to set expectations though, It's not possible to refund a payment that was made for a due bill. We can only arrange refunds if your account is in a positive balance/overpayment,. 

Ali

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Ali_A
EE Community Support Team

‎05-09-2026 11:41 AM

Hi @DomD94 

If you’re experiencing financial difficulties and are unable pay, our teams are here to support you through difficult times.

Have a look at our Help if you have problems paying your EE bill page for some things we can do to help and how to contact us. 

Just to set expectations though, It's not possible to refund a payment that was made for a due bill. We can only arrange refunds if your account is in a positive balance/overpayment,. 

Ali