Double Charged for UK travel eSIM

[vajaskifli]

Hi, I've bought a UK travel eSIM from EE, and I've been double charged. I'm not from the UK nor do I live there, and I couldn't call the customer support phone number and I couldn't send a message through the complaints form as I don't have a british address. Is there any way I could get that refunded?

[XRaySpeX]

@vajaskifli : In what way were you double charged?

PAYG credit is not generally refundable nor transferable.

[vajaskifli]

I bought a UK visitor eSIM(see attached screenshot) and somehow got double charged. Also for some reason the refund button under help with this eSIM doesn't work.

 

 

[Alex_H]

Hi @vajaskifli,

Welcome to the EE Community

What exactly is happening when you press the request refund button on the help with this eSIM page? Have you cleared the cookies and cache for the EE website from your browser and tested another browser to confirm there is no issue there? 

Alex

[vajaskifli]

Hi,

Just now, I checked again, and now the eSIM shows as cancelled, but I haven't recieved a confirmation email, and I don't see anything in my online banking, and I'm still charged twice.

[Alex_H]

@vajaskifli Thanks for coming back to confirm it sounds like your refund request has went through after previously not working if the pass status has changed from inactive to cancelled status. The refund should arrive within 3-5 days of your request so keep an eye out on your online banking for it.

Alex

[vajaskifli]

Will both charges get refunded though? Because I've still been charged for two and I just bought(and recieved) one eSIM.

EDIT: I was charged 5£ twice, and I just bought a single 1 day pass

[Christopher_G]

Hi @vajaskifli 

We don't have access to that kind of information here in the community. The only way to know for sure, is if you contact our customer support team, so they can check the status of the SIMs and refunds.

Hope you get sorted.

Chris

[vajaskifli]

Is there an email I can write to? Because, I couldn't find an email adress, and calls to the UK are expensive and I really don't want to call unless there's no other option.

[XRaySpeX]

You can't find an email addy cuz EE don't have aan email addy for contact.