Mobile phone contract issue

mrcactus

Please remove thread if I've put it in the wrong place.

I took out a new mobile phone contract online last week with EE, whilst inbetween moving away from Three. I got my new phone (paid £50 upfront) but after playing with it for a bit I realised I didn't like it so I thought I'd send it back. I called EE and they said they'd send me out a bag to post it back to the warehouse, which I did and also got a text to say the phone had been received into the warehouse. On my EE bills page, they are still trying to bill me £39 (cost of monthly contract) and no sign of my £50 that I paid upfront.

I've tried to call EE but am unable to connect to anyone. I've gone to PAYG at the moment until I can find a phone I like. Shouldn't I get my £50 back and not have to pay the bill because I've cancelled it within the 14 days which is allowed?

Thanks.

Jon_01

They will only change you for the time you used the phone/sim until you cancelled.
You'll have to wait for your billing cycle to roll over before all the credits and debts rate, after that you'll get a final bill which based on what you say will show a credit that you can then get paid back..

PipWalker7408

I had a contract sim with 3 for 12 months, the contract ended in May 2020, I was offered and upgrade to a new contract New phone and number. I was told my old number and contract would be ended and be cancelled.
Going threw my bank statements recently ive discovered that I'm still being charged for my old phone contract from May 2020 till now November 2020. I've rung 3 and was given the complete run around by there customer service past around pillar to post, even offered new deals when I didn't want them. I was finally told that the contract would end December 2020 but that id be charged up until then. Considering it was there mistake that the old contract was not ended on May I asked for a complete refund of the months I was charged, totalling 160 pounds, again I was given the run around and told it would be investigated and after contacting them since several times have yet to hear any proof of there investigating this issue... 
Is there anywhere I can go for help, or is there anything I can do beyond ringing there customer service number... 

Neil49

Your big mistake was not keeping your old number. If you had then your old contract would have been terminated automatically.

Your old contract didn't end in May, it just reached the end of the minimum term and would continue until formally cancelled. This didn't happen in your case, you just purchased a second contract whether you realised it or not. 

Farway

PipWalker7408 said:

I had a contract sim with 3 for 12 months, the contract ended in May 2020, I was offered and upgrade to a new contract New phone and number. I was told my old number and contract would be ended and be cancelled.
Going threw my bank statements recently ive discovered that I'm still being charged for my old phone contract from May 2020 till now November 2020. I've rung 3 and was given the complete run around by there customer service past around pillar to post, even offered new deals when I didn't want them. I was finally told that the contract would end December 2020 but that id be charged up until then. Considering it was there mistake that the old contract was not ended on May I asked for a complete refund of the months I was charged, totalling 160 pounds, again I was given the run around and told it would be investigated and after contacting them since several times have yet to hear any proof of there investigating this issue... 
Is there anywhere I can go for help, or is there anything I can do beyond ringing there customer service number... 

As Neil points out your old contract never ended, it just rolled over.

Not helped by you failing to monitor your bank account from May until November

However you could try and write a polite letter, pen, paper, stamp, Post Office and see if that gets better result,

'phone calls are sometimes forgotten or ignored

J_B

Farway said:

However you could try and write a polite letter, pen, paper, stamp, Post Office and see if that gets better result,

'phone calls are sometimes forgotten or ignored

And, when you write (if you don't mind me saying) maybe get someone else to proof read it (e.g. 'Their customer service', not there or they're)