Overpayment of contract without upgrade

[Yaszzzzz]

Good morning,

I am a loyal customer of EE and I have overpaid my contract for 6 months as I was due an upgrade in March. I was not notified about this and contacted you as soon as I realised it was over. When contacting your customer services team, I was informed that I would not be entitled to a refund as the contract rolls over. I then went on the assume that when I upgrade my phone, (because the contract rolls over), I would pay 18 months worth of a contract as opposed to 2 years? I have overpaid for 6 months, I would assume this would be taken into account. I was told no, a new contract would start… so what has my money rolled over onto?

We are entering a financial crisis and times are really quite hard for all of us. I have currently paid 6 months worth of extra bills for a contract that has already been paid off and should have ended. To have taken that amount of money off of someone and to not offer to reimburse or redirect that payment onto my next contract is appalling. I feel very upset that I have lost a big chunk of my hard earned money in the current climate. 

I want to know if I have been misinformed or can anyone offer advice on how I could get my money back after over paying EE? 

[Schockwave]

Hello @Yaszzzzz ,

Welcome to the community,

Firstly, this is not customer service, but a public forum with no access to accounts. You will have to ring customer service and speak to billing and/or upgrades and see what they can do for you.

If finances are so bad, why upgrade to a new phone, when you could have just got a sim only upgrade, saving you money?

Contracts are all now 24 months when including a new phone and have been for at least four years. When you upgrade you start a new contract from the date you receive a new phone or sim only from the date you have upgraded with sim only.