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Overcharge

thotus
Investigator
Investigator

‎18-06-2024 01:05 AM

Year ago I move house and during that process I was offer switch from ee to BT.(broadband)  Sadly who ever done this forget to turn off my old adress EE so I paid both for little bit. (Didn't want to cancel direct debit  as I have still phones with EE and didn't see straight that they overcharge me) In Jan 2024 I contacted EE about that's. Person on phone see mistake, apologies and explain that I don't own anything and any overcharge will be paid back. Around 2 months ago I get call from debt agency as I didn't paid for EE... suprise! Guy who I speak didn't

do anything to close my case. So call again EE speak again person close my case also told me how much money they own me and explain I need to wait 10 working day's to get money back... after 10 working days (suprise!) No money. Decide call them again... just to be told they just process it and now I need to wait... another 10 working days.  Anyone else have any similar experiences? And how long you wait untill all was over? This is now 6 months! for me and wonder how longer it could take for EE to close it down and give money back?

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4 REPLIES 4
Leanne_T
EE Community Support Team

‎18-06-2024 09:42 AM

Hi there @thotus 

I am very sorry to hear of your experience. 

Do you still have EE Broadband or was this cancelled? 

Is the refund for the BT or EE broadband account? 

Also, has a complaint been raised to get this looked into? 

Thanks. 

Leanne.

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thotus
Investigator
Investigator
In response to Leanne_T

‎18-06-2024 10:00 AM

The refund is for EE broadband and I still have BT broadband and EE phones, but then can't pay me to acc need tombe check so I need to wait 2 weeks. When I try to raise complaints person was not interested to sort it or look why I have this problem formsuch long time. He just repeatedly, give me same answer- wait 2 weeks for check. At this point propably in next 2 weeks time I will be call again to be told it was process need to wait 2 weeks. In the end EE take money from me and I can't get it back since Jan. Consider I still have 3x Phones and 2x Watch(more then 10 years with ee) lines you would think they try to be helpful and sort it fast. Now I will wait until they finish and propably go away.

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Leanne_T
EE Community Support Team
In response to thotus

‎18-06-2024 10:34 AM

Hi @thotus 

I am sorry to hear this, I would advise giving us another call to check the refund has been processed and see if there is any update. 

You can find ways to contact and raise an online complaint on our Contact EE page. 

Let me know how you get on. 

Leanne.

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thotus
Investigator
Investigator

‎05-07-2024 05:34 PM

So new update: I just call again as no money recive...  and I need to wait another 2 weeks. Just to remind you guy I am hearing another 2 weeks from FEB 2024. I keep all dates and references numbers and hopefully one day I will se my money... so I can do youtube movie or something about hearing 2 weeks every 2 weeks since FEB 🙂

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