MSE News: EE refunds £1m after mistakenly charging VAT on non-EU data

kir-royale

I also rang EE and after going through a myriad of automated options finally got through to a human being (albeit it they were not English!) was told that they knew nothing about it.

So how on earth do we get our money back???

simax

Walcott wrote: »

Turkey is in a VAT union with the EU so no refund would be due.

Data use in Turkey is Zero-rated on bills (or at least should be)

RandomCurve

Miss_Kitty wrote: »

So, I've just been on the phone to T-Mobile and have been tld that all ex and current customers will be getting an email/text by the end of the month informing them of the process in order to receive money back....
Good luck everyone!

I wonder how they will do that for customers who have changed their number?


My advice - Email EE asking when and how they will contact previous customers regarding the refund, they will then have to respond in an email as to how they will proceed. You then have written evidence and not some poor customer services reps "word" (which EE will deny was ever given) that X, Y or Z will happen. This way if nothing happens you can then put in a claim via CISAS (the ombudsman) not just for the refund but for compensation for poor customer service.

Purp1euk

RandomCurve wrote: »

My advice - Email EE asking when and how they will contact previous customers regarding the refund, they will then have to respond in an email as to how they will proceed. You then have written evidence and not some poor customer services reps "word" (which EE will deny was ever given) that X, Y or Z will happen. This way if nothing happens you can then put in a claim via CISAS (the ombudsman) not just for the refund but for compensation for poor customer service.

This is a superb idea - does anyone know what the email address is? The EE website only gives the phone numbers and postal address.

jaybizzl

Lifes_Grand_Plan wrote: »

Go straight to the top....


[email protected] (Head of Customer Service hahaha)

Keep it calm, polite and reasoned and you might get somewhere.

Politely emailed yesterday and explained, included a link to the BBC and here and that their staff have no script for this (not their fault).

Phone call this morning from Executive Care team Thanking me for informing them and done the calculations and sending a cheque

RandomCurve

jaybizzl wrote: »

Politely emailed yesterday and explained, included a link to the BBC and here and that their staff have no script for this (not their fault).

Phone call this morning from Executive Care team Thanking me for informing them and done the calculations and sending a cheque

Good news - I wonder what they put nothing in writing?


I suggest everyone follows jaybizzl's lead.

Lifes_Grand_Plan

I to had a response from someone in Francoise's office but they are saying that because I am with Orange, the problem didn't affect me so i'm not due a refund.

Checked back on my bills from after my holiday and it certainly looks like they have charged VAT on my data charges from my Tunisia holiday, so have gone back to her and asked her to look again. Hopefully I can prove her wrong and extend this issue to all Orange customers too!!!

Purp1euk

Lifes_Grand_Plan wrote: »

Go straight to the top....

[EMAIL="olaf.swantee@ee.co.uk"][email protected][/EMAIL] (chief exec)

also:

[EMAIL="Francoise.Clemes@ee.co.uk"]Fra[email protected][/EMAIL] (Head of Customer Service hahaha)

Keep it calm, polite and reasoned and you might get somewhere.

E-mailing Francoise was a far better experience and her team got back to me by email within a day or so.

manlee

After locating a number for T Mobile (from someone who used to work there and gave me the "secret" number,) I was told that I was entitled to a refund of £30 and they would refund it to me the next day!!! . Of course nothing happened and the number is now unavailable. Tried several of the useless options and if you are lucky enough to speak to anyone the line goes dead after a few seconds when they hear what you are calling about.

I did have the comment "you will not see a refund" so better not to waste your time.

This is a joke, they are hoping people will give up, but I have no idea where to try now.

Lifes_Grand_Plan

manlee wrote: »

After locating a number for T Mobile (from someone who used to work there and gave me the "secret" number,) I was told that I was entitled to a refund of £30 and they would refund it to me the next day!!! . Of course nothing happened and the number is now unavailable. Tried several of the useless options and if you are lucky enough to speak to anyone the line goes dead after a few seconds when they hear what you are calling about.

I did have the comment "you will not see a refund" so better not to waste your time.

This is a joke, they are hoping people will give up, but I have no idea where to try now.

See the quoted bit of the post directly above yours.....