EE Owe Money - But Will They Ever Pay It Back?

fallen121

Mr Fallen has now left EE who were charging him a massive £23.56 a month for a SIM only plan (this was fair enough when he was under contract and that price included a phone, but once the contract expired and he bought a new phone on eBay they continued to charge this). Gave notice, got a PAC code and went to 3, where the same plan is just £5 a month.

EE have now sent a final bill and he is in credit. Lots of warnings all over the bill about not cancelling the DD if he still owes them money but nothing about how they return the money if the account is in the black. The bill clearly says, "Your account has now been closed". The DD is still live but to my knowledge, you can't use a DD to RETURN money to the account and there was no cheque enclosed with the final bill.

Are they just going to scarper with the money or is there some kind of regulation to prevent this?

[Deleted User]

Have you considered asking EE (for instance)?

d123

Why don’t you phone and ask EE how they intend to return the credit? By the way, they can refund via the DD.

Here are our estimated refund timescales depending on the below methods of your payments.


Direct Debit
Up to 8 days.

Credit Card
Up to 8 days.

Cheque
Up to 14 days

https://community.ee.co.uk/t5/My-bills/Refund/td-p/438304

What is the amount involved?

fallen121

As this is Moneysaving Expert, I came on for a bit of advice and to try and save a bit of money.

Apologies if the brevity of my initial post gave you all the impression that I am too lazy and clueless that it didn't even occur to me to try and contact EE by phone.

Problem 1. As we no longer have an EE SIM trying to call the short dial mobile customer service number from the 3 sim results in a recorded message warning that we will be charged premium rates. Didn't seem like a great idea.

Problem 2. The landline equivalent number isn't 0800 unless you want to call Sales. As we don't have a calling plan on our landline, this didn't seem like a great idea either.

Problem 3. We tried calling the landline equivalent number from the 3 sim. After being on hold listening to musack for 27 minutes being assured that our call was important to them, the call was abruptly terminated.

Problem 4. We tried online chat and got through to a representative in Mumbai. After giving him the account number, we were told that the account had been closed and were directed back to the landline number where we had just spent 27 minutes listening to musack. Presumably he could have provided the refund info provided above but then they didn't see fit to provide this info on the paper bill either!

Wasn't aware that they COULD refund by DD but given your post above will wait the required number of days and see what happens.

pmduk

There is an old answer in their community forum:
https://community.ee.co.uk/t5/My-bills/I-have-closed-my-account-but-it-is-in-credit-How-do-I-get-the/m-p/272929#M17115

DCFC79

Well contact them using the traditional method of pen and paper or type it if you like.

fallen121

Seems to me from that old post highlighted above that we're not the only customers who end up with a credit on account closure.

A simple note on the final invoice would save a lot of wasted time responding to queries. Although let's wait and see if they actually DO refund first.

d123

fallen121 wrote: »

As this is Moneysaving Expert, I came on for a bit of advice and to try and save a bit of money.

Apologies if the brevity of my initial post gave you all the impression that I am too lazy and clueless that it didn't even occur to me to try and contact EE by phone.

Problem 1. As we no longer have an EE SIM trying to call the short dial mobile customer service number from the 3 sim results in a recorded message warning that we will be charged premium rates. Didn't seem like a great idea.

P

When you have problems like this, there’s this really helpful website called google, simply typing in “EE contact numbers” brings up lots of results and one of the first is this one:

http://ee.co.uk/help/get-in-touch

When opened (and choosing the call us option) it says:

Mobile or SIM only customers
Calling from Number Cost
EE mobile 150 Free during our opening hours* (25p per call on pay as you go)

EE landline 0800 079 8586
Please refer to the pricing guide for calling costs

Another provider 0800 079 8586
Check call charges with your provider

From abroad +44 (0) 7953 966 250 Please check our roaming charges for calling costs

So both an 0800 number and a normal 07953 mobile number to contact them :T

It’s a pleasure .

[Deleted User]

d123 wrote: »

When you have problems like this, there’s this really helpful website called google, simply typing in “EE contact numbers” brings up lots of results

Since this is MSE perhaps they should make https://www.google.co.uk/ the very first sticky plus a link at the top of each and every thread, just think how much energy & time it would save everybody.

fallen121

Ok smug helpful people who derive such pleasure out of taking the !!!!.

Called BOTH the 0800 numbers and the 07953 numbers

After pressing all the buttons indicating whether we were calling about a mobile phone or 4G we had to press further buttons indicating whether we were calling about an EE, Orange or T Mobile account.

We then had to enter the mobile phone number.

I'M SORRY, BUT THIS NUMBER IS NOT RECOGNISED.

Well of course it won't be, because the number has now been ported to 3.

Please continue to post derisory comments in the guise of helpfulness. Basically, I could trawl Google all day for numbers but trying to engage with someone who actually wants to help is nigh on impossible. So excuse me if I had sort of given up on the obvious things. There comes a point where you have to recognise that no-one gives a hoot and walk away.