Scammers

[Rosemaryclancy9]

I recently ordered a phone, the order was cancelled however I had paid a deposit. I was told by a customer service adviser my money would be refunded in a few days. Nearly 2 weeks later, I still have not received my deposit back. I phoned again and was fobbed off again. The timescale for refunds kept getting extended.

I was contacted today by a man from EE, who told me if I wanted a refund, I would need to place another order with him and pay another deposit. He wanted my bank details. I queried this. He was practically shouting at me and kept calling me "Dear". Telling me I did not understand and needed to pay another deposit to get the old deposit back. 

This is unbelievable! I am contacting the ombudsman. Why on earth would I have to pay to get get my deposit back. It should be simple. I have had refunds in the past. Amazon, just Eat, o2...never have I been told I must pay again, to get the money I am owed. 

[Rosemaryclancy9]

This has happened to me. I tried to order a mobile. Took my deposit immediately from my bank. I did not receive the phone and I cannot get my deposit back. I have phoned customer service so many times. One advisor laughed about it and said "I can't see you getting that back". Same as you, I did not get a confirmation email. Did you resolve it and if so, how?

[Rosemaryclancy9]

It I'd not down to the bank as you well know. I have had the same problem and been into the branch. They checked the account and everything. The money was taken by EE. It was paid to them. They took the money!! 

How many people is this happening to? 

I've just had a guy phone me and demand I must place another order, pay another deposit just to get the old deposit back. As if I would give EE any more money? 

This is unbelievable!

[Ali_A]

Hi @Rosemaryclancy9 

Sorry to hear your order could not be completed. 

The upfront payment you made at the time of your order was only a pre-authorisation for the payment, which is held as "pending" with your bank. 

As your order was not processed we will not take the payment, so your bank/card issuer will automatically release the Pending Payment back to your account. They usually do this after 10 working days. 

Our care team will not be able to ask your bank to release it any quicker than their standard timescales, as this is set by your bank/card issuer only. 

If your bank has not released the pending payment after this time please contact our Contact Us | Help & Support | EE  who will be able to look into this for you. 

Was the Customer Service guide able to let you know what happened to your order?

Ali 

[XRaySpeX]

You should get you money refunded within 7-10 days. It is probably showing on your bank as pending & should drop off soon.

The phone call from the "EE man" was a scam.

[Rosemaryclancy9]

No. And the payment is not pending. I've been into the bank personally.
They said EE accepted the payment. It was paid to them. The money has gone
to EE.
I've just had a dodgy call and the guy on the phone said he had to process
another order and take another deposit! This is unbelievable.

[garetc]

What I explained is how pending payments work. Having previously worked at Lloyds for 4 years and HBOS before that, it’s exactly how they work. Branch staff will be able to see that the payment is pending but they won’t know if EE are going to claim that money.

If it was EE (or anyone else) and they claim the money then you can raise a chargeback  via your bank or building society. There’s more information below:

Visa Charge Backs 

MSE Chargeback info 

I’m sorry you’re having difficulties, I hope you get it resolved.

[Rosemaryclancy9]

I've been into the bank personally. The payment is not pending. The payment was processed and sent. The customer service said that is why the payment was not returned. The payment was sent, the order was then cancelled. If EE had cancelled the order before the payment was processed, it would have been automatically refunded. 

[garetc]

This sounds really frustrating for you. 

If you’ve tried EE customer service and are getting nowhere personally I would call the bank and say you want to raise a chargeback.

They’ll go through the form with you over the phone, asking for details of when you tried to call etc. They’ll investigate and if they  accept your claim they’ll refund you the money.