Unknown charges on mobile bill

[Maddison62]

On my mobile bill I was shocked to see extra charges for £220.37. This was 6 amounts o £36. 45. I phoned EE and was told they were purchases made on my mobile. I didn’t even know you could do this. They were made through a company called foot Locker. EE said I would have to get the money back though them. I can’t believe EE cannot investigate this. Has anyone else had this happen, & how could this happen surly someone would need my phone

[Marc1231]

My partners account has been resolved now I believe in a roundabout way. We only paid the usual amount and everything else has been credited and zeroed back.

Hope everyone else can get it sorted 

[wilsonb1]

Hey!

It's happened to me today too, charges made for Adidas vouchers of over £200. I was quite relieved to find this channel though! It's sent me into an unplanned overdraft which is extra annoying. I spoke to a lovely person on customer services helpline, but they weren't aware of this issue until I read out this thread to them - which is concerning!

It's now been sent to be 'investigated' but I really hope the can refund it. They also said that they had assessed the charges prior to my phone bill being taken out of my account and deemed it as 'normal' - again very concerning as it's evident that it's quite a big problem already!

Wishing everyone good luck in getting their money back 🙂

[Jaykay91]

This has happened to my partner today. We have been told EE are investigating. Please can you advise if you have any update on this thank you 

[TommyWall]

Just happened to me also, let me know if you get it sorted. I’m still waiting on a call back from ee about my refund, very frustrating 

[Jaykay91]

Hi,

just wondering if anyone has any further updates on this? 
EE have just called and advised they will refund 5 of the 6 adidas vochers which have been added to the phone bill, but have now accused us of actually buying one of them? Wondering if anyone else has had this. This is beyond ridiculous now.   

[James_B]

Hi @Jaykay91,

To discuss your individual account, please get in touch with Customer Care.

Thanks

James

[wilsonb1]

Hey! I haven’t even heard from them yet, keep being told I’ll find out in 72 hours but nothing yet! Did they take the money out of your account in the first place?

[TommyWall]

I keep just getting told to wait 72 hours as well, the first person I spoke to was horrible and didn’t even fill out the right form for me… luckily the third person I spoke to has finally filled the right form out for me so now I’m playing the waiting game again. Overall ee aren’t great at handling this stuff really 

[Maddison62]

I cancel my direct debit, so they couldn’t take the money out, good luck

Joyce

[Maddison62]

I got refunded, u need to keep at them, make sure u cancel your direct debit , so they can’t take the money

Joyce