the ee take me extra money for my bill and I need this extra money back

[moko71]

The EE took £50 extra from my account for the first bill, and I need this extra money back, please.

[Chris_B · Accepted solution]

@moko71  it sounds like you’ve been charged a refundable token to have roaming enabled on your account, to get this back now you will need to call customer support. It’ll take between 7-10 days before you receive it

[moko71]

Yesterday I talked on both phones for more than 3 hours and they couldn't help me, they offered to refund my money in credit, but I want it in my bank account and I don't understand at all why they withdrew so much money from me without even warning me?. Also, I can't use my app, it doesn't let me see either my plan or my bill and it doesn't let me log out of it, a big headache.

[Linzi_H]

Hi @moko71 

Welcome to the Community. 

Did the team explain why they were unable to refund it back to the card this payment was taken from?
Has the team confirmed why this payment was taken and what it was for exactly?
If you are not happy with the information given, please call us back and ask to escalate your complaint. 

Linzi