Wednesday 18 January 2017

How To Claim For Refund If You Owe A Due To EE


Ofcom fined the firm £2.7million and ordered the mobile giant to reimburse £250,000 to almost 40,000 customers affected by the errors.

Almost 7,000 customers have not yet been refunded by the company because EE was unable to identify them, Ofcom said. In total, they are owed more than £60,000.

The mobile firm today assured customers it has put additional measures in place to prevent this from happening again.

But if you’re an EE customers then you could be one of those almost 7,000 still owed a refund. We explain exactly what EE did and how you can get a refund if you’re due one.

Customers were charged £1.20 a minute instead of 19p when calling the company’s ‘150’ customer services number while roaming within the EU.

Instead they paid as if they had called the United States – meaning at least 32,145 customers were overcharged, which is around £245,700 in total.

In the second instance, EE billed 7,674 customers a total of £2,203.33 for using the ‘150’ number from within the EU – despite making it free to call or text.

It was ordered by the telecoms regulator to pay a £2.7million fine, which will be passed onto the Treasury.

It made a donation of just under £62,000 to charity in lieu of payments owed to customers it could not identify. It’s important that you check previous bills from EE to see if you’re one of these customers.

If you are one of these customers then the amount you will get back will vary. It will depend on how much you were overcharged in the first place.

EE told The Sun Online that it is now sending letters to customers who may have already left EE to inform them of a refund.

It has also created a freephone number for ex-customers of EE and T-Mobile to call: 0800 079 0216.

Customer service advisors should be able to tell whether you are affected by the error and whether you are due a refund.

Richard Neudegg, from, said: “If you think you might have been impacted by this or another billing mistake, you should check your bill and make a formal complaint to your provider. If that doesn’t solve the problem, you have a right to take your complaint to the relevant ombudsman.” The mobile giant has already refunded the vast majority of customers who were affected by the error – almost 26,000 customers.

A total of 6,905 customers are still out of pocket and they are still owed a total of £60,000.

The crucial thing here is that EE wasn’t able to identify all the people overcharged, mainly because they may no longer be customers of EE or T-Mobile (the brand which is now part of EE’s family).

While the Ofcom intervention means that most have now been reimbursed there could still be some who could still unknowingly be out of pocket.



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