Refund-How to get money back

[Marcassita]

Hi all,

On May 10th, I tried to migrate to EE, but I found out that I was stuck with my current plan. Therefore, I temporarily un subscribed. However, the debits were not canceled and occurred on May 10th (£30.97) and June 4th (£30), before I realised the mistake and canceled future debts. 

On the same day, I went to EE Canary Wharf to request a refund and since then I have heard that the amount will be in my account in two weeks. And this lie for months. 

The person I’ve been in contact is Abz by phone (*********** and  ***********) and in person. 

I then decided to contact Customer Service in search of an effective solution, as the money never belonged to EE but until now no answer.

Any ideas how to get my money back? 

Thanks

[Chris_B · Accepted solution]

@Marcassita  Where did you take out this contract?      There is a 14 day cooling off period for phone or online sales only because of distance selling laws,  there is no cooling period for stare sales.    
  If it was a phone or online sale you have to call customer services to inform them you don’t want the product within 14 days of getting it.   You don’t get that with a store sale these are final as the product is in front of you for you to see.  

You can not temporarily un subscribed it’s a contract that you agreed to pay until the minimum term or you can use the cooling off period as per above. 

[Marcassita]

It can be said that the contract was signed and cancelled on the same day, on May 10th, that is, the 14 days you referred to ended at the end of May, MONTHS ago.

I intended to migrate to EE but discovered that it was not possible because I was still tied to my current plan, which I had no idea about.

So I cancelled the contract because it was not possible to migrate, however the attendant did not cancel the debits.

Since the beginning of June, I have been informed that the money will be in my account in two weeks. It is almost August, so how many two weeks have passed without the money being returned?

[Chris_B]

@Marcassita   If it was an online or phone sale and you told customers service you didn’t want the contract. Then it should have been cancelled.  So you need to call customer service about this. 

If it was a store sale then there is no cooling of period the sake is final 

You’ve not said if it was an online/phone sale or a store sale. 

[renaiyah]

hi i bought the ee wifi pack for 6.99 it didnt work but it still took money of my card how do i get a refund ?

[Leanne_T]

Hi @renaiyah 

Thanks for coming to the community. 

If the WiFi add-on did not work and you would like to discuss this, please get in touch with our customer service guides and they will be happy to help 🙂

Leanne.

[renaiyah]

so how do i get my refund?

[Leanne_T]

Hi @renaiyah 

You would need to call us and the team will be happy to help. 

Contact details can be found in the get in touch page. 

Leanne.