refund

[JR15D]

Have been promised a refund of over £100 odd pounds weeks ago and each week I’m told it will be in 3-5 working days. To date nothings been received. What can I do to make EE pay up -  Ombudsman?

[Ali_A]

Hi @JR15D 

I know you'll be eager to receive your refund as quickly as possible. Please give Customer Service a call where a guide will be able to check the status of your refund. If needed they'll be able to raise a missing-refund ticket. 

Ali 

[JR15D]

I have been promised this refund for 5 weeks. Have phoned faithfully every week to be told that it’s been processed! If it doesn’t appear by this week I’ll be going to the Ombudsman.
Sent from my iPhone

[XRaySpeX]

@JR15D : Any refund is made as credit to your EE a/c & you should see it against your next bill. Have you looked in Bills & Payments for it? If you want it back directly to yourself, you need to call CS to refund it to your normal method of payment.

[JR15D]

Out of courtesy to your reply I went and checked my account and there is no refund showing for this month. As I said, I’ve been fobbed off with the same story for weeks! Great system you have, you can upgrade at the push of a button but you can’t downgrade!
Sent from my iPhone

[Ali_A · Accepted solution]

@JR15D 

We want to give all our customers an excellent service but if you feel your situation hasn't been handled the way you had hoped we want you to know how we can fix it. Please visit our Complaints code of practice page for details about our handling process.

If you'd like to raise a case you can do so by calling Customer Service directly, or using our online form at Make a Complaint, where our dedicated team will look into the details and take ownership. 

Ali