EE Woes

Kev1973

Hi, First time post.


I'm looking for some advice regarding a situation we have with EE.



My wife recently updgraded her phone through EE from an Iphone6 to an Iphone8. She received the new phone as expected, but then was sent a second handset in error the next day. EE contacted us and offered to send us an envelope so that we could return the extra handset. This envelope never appeared and so we phoned to get a second one sent out. This second one never appeared and so we phoned for a third one to be sent, and were assured on the phone that we would not be charged (they originally threatened to charge us for each additional envelope that sent).



Woke up this moring and found that EE have removed £514 from our bank account and won't return it until the handset has been returned. We have offered to hand it in directly to our local store in person, but have been told that's not acceptable. They have very generously (sarcasm) given us £30 to cover the costs of us having to go into town to visit the post office to return teh handset.



In the meantime we are left with less than 50 pounds in our account, which is not an ideal place to be at the start of the month.



Are they allowed to remove money from our account for a handset that they sent us in error and we have tried to return?



I have half a mind to just sell the extra handset that they sent us to cover our costs.



Any advice greatly appreciated.

molerat

How did they remove this money ? If by direct debit then contact your bank and get it reversed.under the direct debit guarantee.

Kev1973

Hi, Thanks very much.


Yes it was via Direct Debit.

mluton

As above call the bank get the DD returned, I had this with Scottish Power, bank reverted it and money was bank before the call ended with Barclays.

Kev1973

Thanks, Bank phoned and they are looking into it. Have been assured will be resolved by 8pm tonight.

molerat

Kev1973 wrote: »

Thanks, Bank phoned and they are looking into it. Have been assured will be resolved by 8pm tonight.

There is nothing for the bank to look into, you have told them to return an unauthorised DD, they have to do it.



Then phone EE and tell them their phone is awaiting collection by their nominated courier at a time convenient to you. Any further attempt to charge for the phone will be referred back to the bank and a complaint made to the ombudsman.

ACDeag

May fall under the Unsolicited Goods Act. It is an offence to demand payment for goods you didn’t order and once you tell them about the goods they have 3 months to collect or they become yours to keep.

d123

ACDeag wrote: »

May fall under the Unsolicited Goods Act.

It doesn't.

https://www.bbc.co.uk/news/business-37048351