I’ve run out of ideas to prevent EE debiting money from my bank account. I cancelled my home broadband and phone package six months ago when I moved abroad, and gave my parents’ details as a forwarding address for any correspondence. It turns out that EE logged this as a home move request and tried to transfer my account to my parents’ address. The transfer failed, but EE has continued to bill my account ever since.
I have called, written and emailed, and still money is being taken from my account to pay for a service that does not exist. Every time I call the customer service line, the reps promise to call back but never do. Letters and emails have had no response.
As a student I can’t afford this money or the huge mobile phone charges I’ve racked up calling customer services from Russia. PW, Russia and London
Once the pressure was on, EE had no trouble identifying the problem. While your broadband was cancelled your landline wasn’t. Not because of incompetence but a “system error”. This triggered an automatic monthly payment that no one seems to have been able to do a thing about until you went to the media. EE has now refunded you and offered a goodwill gesture, and says it will reimburse your mobile phone costs if you produce an itemised bill.
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.
