topic Bill in Contracts & Billing

Bill

Retrogeordy — Mon, 02 Jun 2025 09:29:58 GMT

Missed a call via WhatsApp. Told my wife to ring back (I knew the caller). Have phone set so redial is in the format the call came in. Wife rather than press redial went into contacts and called normally. Result a bill of £274. The call was to China!
Bill has been taken from my bank but as we are both pensioners it’s one we really can’t afford and we’ll now struggle for the next 4 weeks until our next pension payment.
is their anything we can do to get the money back and pay over a longer period.? Really at the end of my tether.
thanks

Re: Bill

Peter_W — Mon, 02 Jun 2025 11:39:10 GMT

Good afternoon @Retrogeordy.

Thanks for reaching out to us here on the Community!

I can appreciate this must have come as quite a shock, so I certainly want to make sure we've looked into all the options available to best support you here.

If your phone is still connected and working as it should be, I'd recommend reaching out to our Payment Support team; they're our dedicated team for all queries around this, so will be able to look into what arrangements we can make.

Peter

Re: Bill

XRaySpeX — Mon, 02 Jun 2025 12:27:27 GMT

Calls to China will be charged however you choose to dial them @ £4.42 / min on contract.

Re: Bill

bristolian — Mon, 02 Jun 2025 14:49:09 GMT

@XRaySpeX wrote:

Calls to China will be charged however you choose to dial them @ £4.42 / min on contract.

"Calls" made over any internet-app are not placed through EE's network as voice, and thus are not charged on a per-minute basis - they are charged exactly as they are carried, as data usage.

Calls that are directly dialled are charged on a per-minute basis.

It would be well worthwhile setting a spend-cap to mitigate this risk in future - https://ee.co.uk/help/mobile/manage-use/pay-monthly/set-up-and-manage-spend-cap