3 year+ over payment

steve_2012

Hi, this is for a family friend.
She had an EE contract 3+ years ago it was cancelled and she moved to tesco.
On recently checking her direct debits she has still been paying £20 a month for at least 3 years.
She phoned yesterday to get it sorted, they said the account had now been closed ( due to her phoning) and put the phone.
The sim hasnt been used, the contract had ended and she did phone and cancel it (she says)
Any advice please, i was thinking if no joy from ee then try the bank.
Tia, Steve

Jon_01

Did she move her number from EE to Tesco?
Did she ask for a PAC and then not use it?  If she did that's why the account carried on. If you don't use the PAC in 30 days the account remains open until you either get another one and use it or call to close the account.

steve_2012

No, she closed the account and took out a new one,with nrw number.

Exemplar

steve_2012 said:

No, she closed the account and took out a new one,with nrw number.

You have answered the question there. This will be down to EE goodwill.

eDicky

The question still remains whether she was provided with a PAC and then decided not to use it, which as Jon says would explain why the contract continued to run. So this would be worth clarifying, although as someone who doesn't check her bank outgoings for 3+ years she might not remember.

steve_2012

to clarify, she phoned ee at the end or sometime after the sim only contract had ended and cancelled the contract, this was 3 years ago, no pac, no moving of the number, she had split from her long-term boyfriend, hence new start, new number, change of address etc etc.
the boyfriend, my son has a child with this young lady hence my continued part in her life, i know she cancelled it because i was there, we were helping the sorting out all her finances, the ee call was even on the sim that the contract was tied to, along with the other calls made over that week, electricity, water etc etc.
ee say there was no contact made by her, they have the proof on file it was among the last 20 or so calls made on the sim.
the reason she gives for not seeing it on her bank statements is she see mobile bill and only see it was for her mobile, albeit there was quite obviously 2 each month from 2 different companies.
ive been on to ee and the girls bank, we had 3 options,  one, claim all the money back from the direct debit, this would have meant a black mark on the credit file, (this would have been my option, let them take her to court and go from there), two, accept there offer which went from, 3 months to 6 months and finally 1 year of payments returned (she took this option). the 3rd option was via the ombudsman.
i explained, just because there was no record there end that doesn't mean it didn't happen ( how many times have you rang and been told notes are now on file, only to be told the conversation never happened at a later point, its happened to me heaps of times, they accepted this does happen), pleases check the calls for the past 3 years, check the last 20 calls made on the sim, we went round circles and i ended up at the executive people (never heard of them before).
anyway, the final offer was 1 years money back, i told the girl the options and she took the money.

PHK

Hang on, in the first post you write that she cancelled it “(she said)” and you’re now saying you were there when she cancelled it?

missile

"the final offer was 1 years money back, i told the girl the options and she took the money."
Pleased to hear that  :-)

steve_2012

PHK said:

Hang on, in the first post you write that she cancelled it “(she said)” and you’re now saying you were there when she cancelled it?

Thats right, because that was how it was initially discussed 2 days ago i asked  if she had cancelled the contract, she said yes, i wrote she says because my thoughts were she would say that, we then all thought back to exactly when it was and remembered we had sat down with a list of all of her bills and went through them, the phone would have to have been one of those bills that had to be dealt with, i also remembered that there was only X amount of time to continue using the phone because it would be cut off,. I cant remember now but assume it was 28 days.
The handset was given to a family member and she took out a new contract with a new handset, the sim was binned. 
 i nearly deleted that part last night as assumed someone would pick up on it.
The only reason this came to light was she had to track back to a very old email, from an account that had rarely been used since she split from my son, there was a very recent ee email showing the yearly increase ee put on, this was how it came to light.