topic Re: My Bill query in Mobile Services

My Bill query

clayto2 — Mon, 05 Dec 2022 12:00:59 GMT

This shows what I was querying, re my current ie. first Bill. The online advisor confirmed there are 'no extra charges on my Bill' ---- so isn't this rather confusing, even alarming, and wording should be revised?

Re: My Bill query

clayto2 — Sat, 03 Dec 2022 20:11:30 GMT

I am just coming to the end of my first month with EE and see as I expected I have 19.9 GB left of my monthly allowance. So what are the "extras from other companies" and the £10 charge? This should be zero. I know nothing about 'other companies'.

Re: My Bill query

Christopher_G — Sun, 04 Dec 2022 09:04:27 GMT

Hi @clayto2

Welcome to the community.

If you have a chat with our Mobile Care team, they'll be able to check those extra charges and give you some advice on how to avoid them going forward.

Chris

Re: My Bill query

Northerner — Mon, 05 Dec 2022 12:22:17 GMT

Hi @clayto2

Extra charges will be itemised on your bill.

Have you checked your app under billing and payment?

Thanks

Re: My Bill query

clayto2 — Wed, 07 Dec 2022 21:53:06 GMT

My first Bill is due in a couple of days. I trust these charges will not be there, I know nothing about them, nor have I found anybody who knows what they are, either in this Forum or via the 150 Help line or anywhere else. If they are not just a fleeting phantom it will be a very unwelcome start to my EE service --- maybe the begining of the end?

Re: My Bill query

Christopher_G — Thu, 08 Dec 2022 08:26:24 GMT

Hi @clayto2

Does it say anything under the 'summary of charges' section, if you click on it?

Chris

Re: My Bill query

clayto2 — Tue, 20 Dec 2022 16:53:29 GMT

So far things could be getting worse with my experience of EE. First, no one seems to be able to answer my question above about "externals charges." Second, and rather alarming, I find a payment taken via my DD on 19 December for £19.00 --- twice the expected monthly amount. If this is for 2 months it will make sense, but I am unable able to confirm this as I cannot yet get access to my EE Account online. I am hoping this only temporary and I will soon be able to report that it is a misunderstand which is now clear

Re: My Bill query

clayto2 — Tue, 20 Dec 2022 19:30:01 GMT

Having now checked my bank account again I see I was charged £9 in November which is correct and £19 in December which is not correct and is twice what it should be. I have still not been able to access my EE Bill Account, as my attempts to sign in fail. I have updated my password which is memorised by my browser as well as by me and written down but is still not accepted! Does EE have a problem with managing sign in details?

Re: My Bill query

clayto2 — Tue, 20 Dec 2022 20:01:31 GMT

I have now changed my password several times but whatever I enter trying to sign in is rejected. Furthermore I get the response "You must use a password you have not used before" hence proving that your system does have in its memory passwords which were correct ie the same as the ones I have been trying to use. This is getting beyond a joke!

Re: My Bill query

Christopher_G — Wed, 21 Dec 2022 07:43:15 GMT

Hi @clayto2

If you speak to our Mobile Care team, they'll be able to check your account and explain what the charges are for. They'll also be able to help you get logged into your My EE account.

Chris