EE answering method on 150

SimonKali — Tue, 25 Oct 2022 16:38:42 GMT

I phone my number for EE (150).
It knows who I am.

I want to find out how much my mobile bill is, so I can pay it. I keep going with option 1 until a branch comes where it offers: 1 - pay the bill, 2 make a bill inquiry etc. I choose option 2 and follow the line which offers "Find out what your balance is"...

This is CLEARLY what I want to do.
I have had one text which told me my balance for my current bill is zero. Luckily I didn't believe it and went through the whole phone call to start again.
Again - I chose the option that clearly offers to tell me the balance on my bill.

THIS is NOT what it seems, and I am now told "It is not possible to get a text with your balance"... YET - they CAN text me "Your CURRENT charges to go onto your NEXT bill are..." (zero in this case). Often a text is sent whether you want it or not; and the text usually is more confusing than useful.

Having been texted that my balance is zero, I could easily have assumed I had paid off my balance, and then found myself suspended in a few days' time, only to have to wait 24 plus hours to get service resumed.
This kind of confusion needs to be cut out; life is tricky enough as it is, without procedural user-query handling mistakes/misleading statements or wording.

As an end user, with the need stated above, it is EXTREMELY FRUSTRATING to be offered obscure non-answers to what seems a BASIC need, which you do NOT -apparently - offer a text solution for.

So - PLEASE change the answer system message to be more clear, AND -if you are not going to tell us our balance - SAY SO.
Otherwise - change this so you CAN tell us our balance. Why you can tell the current balance of charges, yet cannot tell the outstanding balance is a distinction which is NOT CLEAR, and is ILLOGICAL - (to a common sense viewpoint.). This causes CONFUSION, and unecessary wasted time and expense for the user and for your own help line.

Re: EE answering method on 150

XRaySpeX — Tue, 25 Oct 2022 16:50:29 GMT

Your balance, in present terms, is not your last bill. So the phone IVR system is leading you to the correct place.

If you just want to see the amount of your last bill just look in your online MyEE at Bills & payments. Your next bill doesn't exist yet & so you can only be told your current balance towards it.

topic Re: EE answering method on 150 in Mobile Services

EE answering method on 150

Re: EE answering method on 150