Waiting for refund on my last bill

[SJ2023]

I have the same. Logged with EE over two weeks ago, 6 phone calls later and I am still waiting for refund on my last bill and also have a further £339 overcharge on this months bill which I am trying to dispute. 

[Christopher_G]

Hi @SJ2023 

Welcome to the community.

What was the latest that you heard from our Customer Care team?

Chris

[SJ2023]

Hi

After four failed attempts to get a resolution I spoke to above lady called Jenna who did more for me, but still cannot tell me when my refund for last bill will be, nor how this is going to affect me going forward. This bill is in dispute now and need to go through the same painful process to get a resolution. Next months bill is already showing a £250 overcharge and I have only just got my bill, meaning I am going to have ongoing issues. 

For a company this size, I am more than disappointed that I have had to argue for a refund through a fault of EE and given I have been a customer for over 21 years, this isnt the service I would expect. 

The lack of information regarding what are my next steps is able to obtain is unacceptable. I am waiting for a refund for my last bill and a direct debit of £369 is due out next week, so will have almost £600 that I need to claim back. 

Noone was able to tell me when this issue is going to be fixed, which has left me frustrated to say the least. 

Regards

[AHarMan2]

Wow that is awful.

I was very lucky to get mine resolved and thankfully the overcharging was only 2 weeks between 28th Aug and 8th Sept. Since then I have called the numbers i was wrongly charged for and they have been correctly taken from my plan allowance.

I would have though legally as part of any contract, EE have to provide an accurate and true bill. As i was told at the time it was an issue with customers being moved over to real time billing and they were aware of the back end problem.

It is concerning your overcharging is still happening and legally i would have thought you should be allowed to leave EE if they cant give you a correct bill.

I really hope you get some good news sooner rather than later but I would query why you are still being over charged. 

[SJ2023]

Thank you for your comments. I’m at a loss as to how they have managed to resolve some customers but not mine. 

I will get back on to them again this week 

[Linzi_H]

Hi @SJ2023 

It's really concerning to hear we've left you with no explanation as to what the next steps will be, or given you any timescales for the refund you're expecting. 

I know it can be frustrating having to repeat yourself if you need to contact us again about your bill, but it does sound like you still need answers to your query.

I would advise if this is still not resolved to reach out to our complaints team directly, there is a webform you're welcome to use, and the current response time is 7 days.

I hope this helps,

Linzi 

[SJ2023]

Thank you Linzi. I did ask to speak to a Manager on Friday, given that was my eighth call to EE but was told that they would only tell me the same thing and they also had no timescale for the refund for the bill that was taken on 1st Sept. 
I will most definitely be making a formal complaint as it seems others have had a quick resolution. 
Many Thanks 

[Linzi_H]

Thanks so much for coming back to me @SJ2023 

As you have called this many times, I do think going directly to our complaints team will be the way forward. 

I am extremely confident they will be able to work on a resolution to all of this for you. 

Linzi 

[SJ2023]

Thanks Linzi. I have sent a complaint so am hoping to get a resolution. 

Thanks again for all of your help. Much appreciated. 

[AHarMan2]

@SJ2023 

Has this now been resolved for you ? people are still being overcharged in October.

I do wonder why the title of this thread is missing as well.