topic Re: Extra charges appearing then disappearing on My EE? in Archived Posts

Extra charges appearing then disappearing on My EE?

Libertad74 — Tue, 31 Jul 2018 14:09:37 GMT

Hello everyone,

I'm experiencing something really strange and worrying on the My EE app.

This morning, when logging into My EE, I noticed I had an extra charge of £3-something. I closed the app, re-opened it, and the charge had disappeared. All day it's been sat at 'no extra charges', but I've just had another look and I have an extra charge of £1.00. Again, I've refreshed the app and it's disappeared.

Could anyone assist please? I'm worried I'm going to have a big charge on my next bill for a reason I don't know about.

Thanks in advance.

Re: Extra charges appearing then disappearing on My EE?

James_B — Tue, 31 Jul 2018 16:01:39 GMT

Hi @Libertad74,

Welcome to the EE Community.

Please get in touch with customer services so we can take a quick look at your account.

They'll be able to confirm if these charges were being displayed in error.

Let us know how you get on.

Thanks

James

Re: Extra charges appearing then disappearing on My EE?

MarkII — Sat, 29 Aug 2020 09:13:14 GMT

I got £1934.00 flash up on mine the other day .... nearly had a heart attack. Then it dissapered. It took ages to get through on the phone and EE rep said not heard of this before ..... probably had by the sounds of this .

Re: Extra charges appearing then disappearing on My EE?

Christopher_G — Sat, 29 Aug 2020 09:32:20 GMT

Wow, sorry about that, @MarkII . That must have been quite a shock.

Has it done it again since?

Chris

Re: Extra charges appearing then disappearing on My EE?

MarkII — Sat, 29 Aug 2020 09:36:19 GMT

Yes it happened again this morning. .. £3.24 this time .... so not quite as worrying. I considered cancelling direct debit in case the large amount was taken from my account. It's all very well having to call but when you are self employed it's half an hour you ain't going to get back ....

Re: Extra charges appearing then disappearing on My EE?

Christopher_G — Sat, 29 Aug 2020 09:41:07 GMT

Thanks, @MarkII

The Direct Debit isn't linked to the My EE account so as long as the balance is correct on our internal systems, these incorrect amounts won't be taken out.

Is it both in the My EE account and My EE app that these balances are showing? Or just one or the other?

Chris

Re: Extra charges appearing then disappearing on My EE?

MarkII — Mon, 31 Aug 2020 16:19:06 GMT

I have logged on to my EE account on-line and didn't see any charges flash up like they have been doing on my EE app. The bogus charges seem to pop up in a window upon start up of the app then disappear when I click on it or move to another window.

Re: Extra charges appearing then disappearing on My EE?

LadyMacbeth — Wed, 28 Oct 2020 14:22:26 GMT

This is happening on my app too.

Small charges only £1.97 2 1 week ago then just now £2.34.

No charges or changes on the bill online at all just within the app on first opening.

Disappears almost immediately - stays on screen for approx 2 seconds.

Re: Extra charges appearing then disappearing on My EE?

Katie_B — Wed, 28 Oct 2020 16:19:16 GMT

Hello @LadyMacbeth.

Thanks for joining the EE Community.

If you text AL to 150 does this report back any pending charges for your next bill?

Katie.

Re: Extra charges appearing then disappearing on My EE?

LadyMacbeth — Wed, 28 Oct 2020 17:27:23 GMT

No charges shown via the 150 route. Really disconcerting when it happens though.

As this is my first contract with EE a bit worrying, too.

Re: Extra charges appearing then disappearing on My EE?

Katie_B — Wed, 28 Oct 2020 18:05:28 GMT

Thanks for checking @LadyMacbeth.

I completely understand.

Do you have multiple lines on your account?

Katie.

Re: Extra charges appearing then disappearing on My EE?

LadyMacbeth — Wed, 28 Oct 2020 20:04:54 GMT

No. Just one.

Re: Extra charges appearing then disappearing on My EE?

Leanne_T — Thu, 29 Oct 2020 09:10:37 GMT

Thanks @LadyMacbeth

If you select Current Usage within your My EE app, do you have any extra charges showing on your next month's bill?

Speak soon 🙂

Leanne.

Re: Extra charges appearing then disappearing on My EE?

LadyMacbeth — Thu, 29 Oct 2020 09:29:50 GMT

Hi Leanne

No extra charges showing on my bill for next month.

So I am re-assured that these flashes are just a blip in the app.

Re: Extra charges appearing then disappearing on My EE?

Leanne_T — Thu, 29 Oct 2020 09:32:26 GMT

Hi @LadyMacbeth

Thanks for checking this for me.

If you would like to get this looked into, please give our Mobile Care team a call and they will be happy to check your account.

Let me know if you need anything further 🙂

Leanne.

Re: Extra charges appearing then disappearing on My EE?

willyjoboyle — Sat, 18 Dec 2021 21:46:43 GMT

Hi this happend to me today . Dec 2021. Extra charges of some £97 appeared for a couple of hours. And I just checked now and they are gone. Seems there is a glitch that has not been fixed for over 2 years. Its very unsettling!