topic Re: Extra Charges of £5.99 in Contracts & Billing

Extra Charges of £5.99

jasonmorgan370 — Tue, 29 Apr 2025 09:05:09 GMT

I noticed my monthly bill has an "Extra charges - Charges for services outside of your plan" on it for £5.99, but no further information. I haven't used any other or extra services outside of the norm and my cap is set to £0. So what am I being charged for?

Re: Extra Charges of £5.99

Schockwave — Tue, 29 Apr 2025 10:02:54 GMT

@jasonmorgan370 , have you made calls to premium numbers by any chance? Do you have any other payments you make, such as for apps? We would not know, I would suggest speaking to customer services and see if they can shed some light on the matter.

Re: Extra Charges of £5.99

jasonmorgan370 — Tue, 29 Apr 2025 10:05:32 GMT

Hi there,

I don't make calls and any app related services I have are paid for separately. I only posted on here because I couldn't get through to anyone from customer services and it was suggested I try here.

Re: Extra Charges of £5.99

Schockwave — Tue, 29 Apr 2025 10:09:45 GMT

@jasonmorgan370 , if you ring customer service on 150 and then press option 2, you should get through to one of the guides, who can take a look at your billing, we have no idea, we do not have account access and do not know who you are.

Re: Extra Charges of £5.99

jasonmorgan370 — Tue, 29 Apr 2025 10:18:18 GMT

Thank you for your response. However, I felt your reply here was quite patronizing, particularly given that I've seen similar posts detailing this issue. As I mentioned, I've already tried the standard customer service channels without success and am hoping either a representative monitors this forum and can assist, or that another user who has experienced this specific charge might be able to share their resolution.

Re: Extra Charges of £5.99

Ali_A — Tue, 29 Apr 2025 12:49:05 GMT

Hi @jasonmorgan370

There may be a range of reasons why you have extra charges on your bill, you can find out more on our Why your EE mobile bill might be higher than usual page.

As it's £5.99, its most likely a one-off charge from a 3rd party service provide.

Don't worry, there is no need to call Customer Service for the information.

If you have a look at the full PDF of the bill online, it will show you an itemised explanation of the charge.

Usually it's something like an in-app purchased billed through Apple App store or Google play store, which then shows on your bill.

Hope this helps!

Ali

Re: Extra Charges of £5.99

jasonmorgan370 — Tue, 29 Apr 2025 12:49:55 GMT

Hi all,

So EE have contacted me and let me know it was a Google Play purchase, but I never made any purchases on Google Play, nothing reflects on my Google Play account either, nor are there any receipts or emails on any of my accounts for it. EE refuses to investigate saying I must take it up with Google Play, which is insane considering this charge only reflects on EE's side and literally nowhere else that pertains to me. Just a note for any curious parties. EE can charge you whatever they like and don't have to do anything about it.

Re: Extra Charges of £5.99

Ali_A — Tue, 29 Apr 2025 12:55:09 GMT

@jasonmorgan370

Thanks for getting back to us with an update.

If it's a GooglePlay charge, you should be able to go to your Google Play app on your device > click your profile at the top right > Payments and Subscriptions > and finally click on "budget and history".

This show the list of all purchases that have been made either to Google or 3rd party via Google.

Let me know how you get on.

Ali

Re: Extra Charges of £5.99

jasonmorgan370 — Tue, 29 Apr 2025 12:57:28 GMT

Yes, I'm aware. EE is not interested regardless. Please see attached screenshot:

Re: Extra Charges of £5.99

Schockwave — Tue, 29 Apr 2025 14:09:29 GMT

@jasonmorgan370 , you need to take this up with Google, as it is them that would have billed you, so not sure what you expect EE to do, but if Google have inadvertently charged for something that you have no knowledge about, then they need to look into this, not sure why you believe EE should sort this out, I would have thought your first contact Google.

Re: Extra Charges of £5.99

jasonmorgan370 — Tue, 29 Apr 2025 14:12:59 GMT

Because this charge only reflects on EE's side. Not anywhere else, especially not my google account, as per the screenshot above. My EE bill also just said "Extra Charges" with no other details added, so _obviously_ I reached out to the people charging me.

Re: Extra Charges of £5.99

Ali_A — Tue, 29 Apr 2025 14:21:02 GMT

@jasonmorgan370

It may be worth checking on Payments | Google.

If you're still having trouble, please contact Google at GooglePlay Support.

Do you have any other family members who's Google account may be linked to your mobile bill? Google will be able to check this for you too.

Ali

Re: Extra Charges of £5.99

jasonmorgan370 — Tue, 29 Apr 2025 14:26:41 GMT

Hi Ali,

I appreciate the effort, but I have looked there as well. Nothing matches the time, date and amount of the transaction EE is referring to (as you can see in this screenshot). I've reached out to Google who also seem a bit confused as to why EE directed me to them as there's no evidence of activity matching EE's info either, they're still investigating but have said EE need to investigate this from their end as it seems to be a fraudulent transaction.

Re: Extra Charges of £5.99

Ali_A — Tue, 29 Apr 2025 15:27:01 GMT

Definitely a strange one @jasonmorgan370 ,

Good news is that as they are recorded and traceable transactions, they will be able to get to the source of the charge.

You probably already know this, but just a bit of insight to how it works-
3rd party services who are allowed to Charge-to-Bill are partnered as "trusted transactions", meaning EE will accept what charge the service provider requests, as they proven they have checks and systems in place to ensure their transaction are correct, to make it as smooth and quick transaction as possible. A bit like your bankcard will accept a charge from a supermarket, without knowing all the itemised purchases on the receipt.
Along with this, as part of being a "trusted transaction" the service provider also taken on the responsibility of any queries about transactions.

So this is the reason why mobile networks refer any transaction queries back to the 3rd party. We know that the 3rd party does, as per agreement.

Keep us updated with what Google say.

Ali