Cancelled order - upfront fee still not refunded

[SuriR]

- ordered mobile broadband on the website 19/12 and paid upfront cost of £100
- called up a few minutes later to cancel as found a better deal elsewhere - spoke to 2 colleagues who both confirmed cancellation and explained £100 would be refunded
- chased on 29/12 as no refund had been received - spoke with a colleague who said order had been cancelled and I would get a refund in 3 to 5 days - he also sent an email confirming
- called and chased today as still no refund - I have now been told there is a fraud marker on the account and EE won't refund and I need to ask my bank
- why is there a fraud marker on the account? how can I verify myself to get this removed so you can refund the £100 you owe me?

[Chris_B]

@SuriR  Has EE actually taken the payment do you see that on your bank statement?   

[SuriR]

I made the upfront payment on 19 December, and it physically left my account on 22 December.

[Katie_B]

Hi @SuriR. 

Thanks for coming here. 

I am sorry to hear you have still not received your refund after a number of calls to our customer care team. 

Was any more information provided by our customer care agent when you chased it today?

Have you been able to speak with your bank?

Speak soon, 

Katie

[SuriR]

Hi. @Katie_B. 

The customer care agent told me there is a fraud marker on the account and they cannot issue a refund. This makes no sense as:

a) EE has not contacted me about a fraud marker - I have been chasing them and today is the first I heard about this

b) I called to cancel the order so why is their a fraud marker

c) no attempts have been made to verify my identity to remove the fraud marker

d) no explanations were given as to where this fraud marker came from and how it ended up on an account.

I have been trying to cancel throughout the cooling off period. EE kept confirming it has been cancelled and a refund will be due, but out of nowhere, today I was told there was a fraud marker and they won't be refunding. Like no one has a clue.

My bank said EE need to issue the refund and follow the appropriate steps to remove the fraud marker. Other than that, they can raise a dispute which will take 12 weeks.

[Katie_B]

Thanks for getting back to me @SuriR. 

I have popped you over a private message. 

Katie 🙂