Money stolen from my acccount

[Robinaoap]

Has any other customer had money taken without notice by EE ? I noticed £65 had been stolen from my monthly account to pay for a allegedly unreturned hub, it was just taken without permission and no notice, I had never received the new hub or requested one as I was happy with my old original BT one, in my recorded conversation  with the sales representative around three months ago I clearly stated I did not want a replacement hub so none was sent as later verified by EE, I still have not been reimbursed or received any apology. I hope no one else has the misfortune to be treated like I have

[Schockwave]

Hello @Robinaoap ,

Welcome to the community,

I would suggest speaking to customer services, as they can take a look for you about this, we cannot do anything here in the public forum.

[auralvirus]

YES

I cancelled 4 months ago and have just seen I have been charged a little over £70 pcm for a service I have clearly not used and my request for cancellation via telephone, ignored.

I shall be contacting CAB to aid me in making a complaint to the ombudsman and start a small claims should I not receive a refund. Ombudsman complaint regardless.

[Robinaoap]

I have spoken to customer services, they just don’t care and fob you off

[Chris_B]

@auralvirus  Your issue isn’t the same as the OP.  Your issue isn’t about a product that wasn’t returned it’s about a cancellation.  It’s best to start a new thread about this and not jump on to post. 

so what did you cancel  ? 

[Alex_H · Accepted solution]

Hi @Robinaoap,

Welcome to the EE Community

I am sorry to hear you have had an issue with an unexpected charge for a hub. If you have contacted customer services and they have not resolved it for you, you can request to escalate your complaint, either on the phone or by logging in and submitting a message on this page. Our team will then investigate and contact you to discuss further.

Alex

[auralvirus]

irrespective of what service, the company, EE, deducted money from my
account after A service was cancelled.

sounds the same to me.

[auralvirus]

thank you - it has been resolved - 5 months of extortionately expensive &
slow internet has been refunded - enough that it will pay for my next year
of fibre broadband at the fastest speed available AND I'll have money left
over for a meal....

[Robinaoap]

Thank you but the damage is already gone, I now face overdrawn bank
charges, and still no apology or refund, great customer service