Refund

[VivianChow]

I ordered a iPhone 17 pro max on 23rd October . It mention about it will send the phone within 5days. But now it told me because is out of stock so it need to wait 28days.

Because I can’t wait that long and than I a cancel it on 31 st October. After that they mention about after I cancel it, I get my money back which is the 130£ upfront I will refund to my bank account WITHIN 3-5 WORKING DAYS. 

On the 2nd November, there is an agent mentioned the credit of £136.98 is already added to your account; however, the refund is yet to be processed. They either have an option to use this credit towards future bills or I can get the refund issued for the same amount; however, refund can take up to 3-5 working days to reflect into my bank account. But I thought I already ask for a refund 2 days ago? And they still didn’t give me back my money.

At the same time I received a message from EE “ Hi from EE, This is to inform that refund of £136.98 has been issued and it will take 3-5 working days to reflect into your bank account. “ But why I only receive my message today but not the first time when I cancel my phone? Did they really to something at the first time?

On the 6th November. The third agent told me they can see the credits has been come back to my EE account. And now the credits is reflecting to my EE account. And asking me if I like to get the complete amount to my bank account? Why the asking me again? I have already told two different agent. And they still not going to give me back my money? After I told the agent and they said” Please be assured that as you received the confirmation text for the refund it is in process.” And I ask “ Is that mean I’ll get back my money tomorrow last day?“ They reply “ YES! THIS IS CORRECT!”

On the 7 th November because I still didn’t get my refund. I ask the fourth agent. They said “ As they can see, the refund was issued on 2nd Nov, however it has been credited back to my EE mobile account due to a technical reason. and they are going to initiate the refund again to my direct debit, and assure my that my will definitely receive the refund in my direct debit in next 3-5 working days. “

Technical problems? Yesterday the agent still saying I can get my refund today. And today the agent said there is technical issues? That’s absolutely ridiculous. I don't even know if they actually helped me get a refund; their job was just to keep pushing you to buy their broadband network. Even while I was dealing with my own problems, they kept pushing them, which was incredibly annoying.

@REFUND @CustomerService @Complaint 

[Schockwave]

Hello @VivianChow ,

Welcome to the community,

We have no account access here, but you will have to wait for the refund to be processed, which would have been pending on your bank account until the dispatch of the device, so no money has actually gone from your account, but is a security for EE when ordering a device., it can take up to 10 days to be put back.

[Michael_D · Accepted solution]

Hi @VivianChow 

I know you'll be keen to get your refund back but as @Schockwave mentioned, we would need to give it the full timescale to be refunded.

If the order was initially processed and you cancelled it before the order was dispatched, it would need to be returned to your EE account first of all, then can be used for future bills or refunded as you were told.

Reading through your message above, it looks like the process to refund this was started on 2nd November. As it can take up to 5 working days, that would take us to today, but if there was an error and it has to be re-processed, it will delay this further. 

If it has been processed again today, you should have the refund by this time next week. If it is still not back with you then, you can raise a complaint and our dedicated team can look into this further for you until it is resolved.

Michael