topic Re: Customer service and billings have overcharged me in Contracts & Billing

Customer service and billings have overcharged me

Mickyj35 — Tue, 14 Oct 2025 22:03:14 GMT

Been overcharged for 3 months, have refused point blank to put the money in my bank. Only know I have been overcharged due to a bill that I am still being overcharged on and they will expect me to pay this and I have to trust they will honour a refund, which they have not. Put the phone down on me multiple times, can't leave a zero star revue anywhere. Been with them for over a decade and they have literally lost a customer over £33 something. I am ill and waiting for major surgery and always loved ee, until they overcharged and refused to honour a refund into my bank, blaming different departments and then stating because my bill (which I have 3 days to pay) has not been paid can't repay my money. Spoke rudely too, sighed down the phone, had the phone put down on me and he manager was disgusting. Overcharged on insurance excess on an android and due to this left me behind on payments. Amended my bill so my data was not unlimited and then put it straight back to unlimited without telling me, even though I agreed on the phone to not only cancel my insurance and my unlimited data they didn't change it their end. They then have overcharged me (as stated) and refused to put my money back in my bank. Haven't amended my new bill either on my end. Joke of what was a brilliant company

Re: Customer service and billings have overcharged me

Mickyj35 — Tue, 14 Oct 2025 21:53:45 GMT

I had the same, they have over charged me for 3 months and are not issuing a bank refund, as I haven't yet paid my bill. My bill is not due until the 17th, and I should be entitled to a full refund. I have never had such bad customer service and I am shocked at how bad they have handled my issue. Their mistake cost me and they haven't apologised, just blamed different departments. Insurance said they would refund yet billing have refused to honour it. Now conveniently they want me to pay my bill on the 17th that is still showing as not being amended and expecting me to over pay a 4th month. I am deeply disappointed and their customer service is a joke

Re: Customer service and billings have overcharged me

XRaySpeX — Tue, 14 Oct 2025 22:30:18 GMT

@Mickyj35 : You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

Re: Customer service and billings have overcharged me

Mickyj35 — Fri, 17 Oct 2025 21:44:11 GMT

I have made a formal complaint and they are saying because I owe on a bill that I have until today to pay that they will not issue a refund. Problem with that is they are still overcharging me and have changed my bill without even calling to say. I am so angry, they owe me money and are trying their hardest not to just make the customer happy and refund me. They have sighed and tutted down the phone and yet it is me who has been overcharged and I had to ask for an apology. One representative even blamed another department and said EE did nothing wrong and that I was not owed an apology (that was a manager, so God knows who trains people but 101 basic rule is make customer happy). They owe me money and they will not refund to my bank. They have honestly lost a customer of well over a decade and I have a big family and all of them are shocked and heard how I was spoken too. My immediate family want to cancel their contracts and by the end of it so will the rest of my family. At a minimum they owe me £33, but it is more like £60. I am gobsmacked that such a brilliant company has gone so down hill. They earn millions and are not willing to pay a customer back who is being tested for bladder cancer. I am having to have my bladder removed and all I want is my money back in my bank account, not a company that blames their other departments for their mistakes. It is outrageous. I have left a half a star review on trusted pilot and it seems I am not the only one who has had the issue. Loads are saying how bad your customer service is, surely someone who pays over £100 a month for EE should be looked after, but apparently not. The only way to make this right now is to at least cover me months line rental for the stress and alarm you have caused. Lying and giving different accounts every time I phone is enough to warrant a formal apology. This company used to be amazing and their customer service was second to none. When I was first diagnosed with medical issues you went above and beyond. Now I wouldn't trust you to boil an egg let alone fix an issue with a bill. Outrageous customer service and shocking treatment of long-term customers. I don't believe in complaining and this is the first time I have ever bothered. You really have gone to the pits with how you treat customers. First rule of any company should be to make the customer happy not call them a liar. I will see tomorrow as conveniently you cannot change my bill and amend it until after the due date, so I can now be liable for late fees. But I am not paying until my bill represents what I actually owe.

Re: Customer service and billings have overcharged me

Rach_H — Sat, 18 Oct 2025 07:33:43 GMT

Hi @Mickyj35

Welcome to the Community!

I'm sorry to hear about what is happening with your account, and that you're struggling to get this resolved. We don't want any of our customers to be feeling this way when speaking with our team, especially with one of the team leaders. I appreciate you have already called a number of times, and you may not be so keen to speak with us again, but I would recommend reaching back out, as you are able to add the way you were spoken to to your complaint, and have your calls listened back to. If you aren't happy with what is offered by a team leader then you do also always have the option to escalate this to our executive team, who will be able to review everything that has happened thus far.

I do very much hope you are able to get this resolved, as I can appreciate how stressful this situation must be for you.

Rach

Re: Customer service and billings have overcharged me

Mickyj35 — Sat, 18 Oct 2025 11:58:17 GMT

Team leader threatened me with late charges, even after my bill was not representative of what I owed. So no confidence at all

Re: Customer service and billings have overcharged me

Rach_H — Sat, 18 Oct 2025 13:27:18 GMT

I do understand how concerned you must be because of this @Mickyj35, however our executive team will look into this from an impartial standpoint, to get this resolved.

Rach

Re: Customer service and billings have overcharged me

Mickyj35 — Mon, 10 Nov 2025 16:29:18 GMT

Now no refund and have put as credit on my bill, rather than giving me my money back into my account. Lied on the phone and said it wasn't insurance I was given the credit for. Why is your company so reluctant to pay back a customer the money they have been over charged for. I didn't want credit last month and couldn't receive a refund in my bank until I paid my bill, well guess what? Paid my bill and no refund but this month I have been credited on my EE account and not given the money back. I want the refund in my bank account not on credit on my EE account. Still refusing to pay me my money back. Just eat made a mistake and not only rewarded me credit but apologised by giving me a full refund as well. You really do not give a toss about any of your customers, over a decade I have been with you, you have admitted I have overpaid yet will not pay me my money back in to my account. This is like pulling teeth and still terrible customer service, saying it wasn't their fault, well why the credit if it wasn't your fault. My telephone number is known to you, if you cared as a company you would issue a refund and apologize for your mistakes. 8 weeks I have to wait for the complaints team, and I am not accepting credit on my EE bill. I want the money you have overcharged me back in my bank account. I would advise anyone thinking of going to ee, to read this and reconsider. O2 gave my partner a refund and apologized when she overpaid, still unresolved and still not taking responsibility for their mistakes. 40 odd pound in credit is not what I wanted, I wanted a refund last month and now still not getting my money paid back in my bank, don't use EE

Re: Customer service and billings have overcharged me

bristolian — Mon, 10 Nov 2025 16:32:44 GMT

If your situation is as clear-cut as your post claims, and EE have declined the opportunity to resolve it via complaints, then you will likely wipe the floor with them at ADR.

Request a deadlock letter or wait until 8weeks have expired, and you may refer to Ombudsman Services.

Re: Customer service and billings have overcharged me

Mickyj35 — Mon, 10 Nov 2025 16:39:25 GMT

I'm going too and it is, problem is I need my phone for dr's but if I don't pay my bill this month and they cut me off then I am really stuck. I honestly will not accept their credit out of principle and will pay my full bill or not at all. I don't know what has happened to EE, they used to be brilliant and I always advised people to use them. Not anymore, their reluctance to issue a refund has been shocking and the fact that they have already credited it and just won't put the money back in my bank now is shocking

Re: Customer service and billings have overcharged me

Mickyj35 — Mon, 10 Nov 2025 16:42:46 GMT

They have a 1.5 star on trusted pilot and I completely understand why now. Why not just pay me my money, rather than keep it going and keep the argument going. The stress they have caused is not justified and now they have accepted fault but still refusing to pay it in my account is atrocious. I am so annoyed that I will swap to another company as soon as I can, they literally lost a customer that pays over £100 a month to them over a poxy £37.26

Re: Customer service and billings have overcharged me

Mickyj35 — Mon, 10 Nov 2025 17:14:58 GMT

Thank you, they have took this a bit more seriously now. The stress this has caused me is horrific and your advice seems to be helping as they are escalating to an executive team. Hopefully I get somewhere but I am not holding my breath

Re: Customer service and billings have overcharged me

Mickyj35 — Mon, 10 Nov 2025 18:14:00 GMT

Looks like isn't helping yet, so having to wait for managers. Had enough of this company, cannot reiterate enough that you should never use EE

Re: Customer service and billings have overcharged me

Mickyj35 — Mon, 10 Nov 2025 20:38:15 GMT

They have are refusing to pay my refund, has gone on for a month. Shocking customer service, have lied, sighed, tutted down the phone and have not accepted blame. They have credited the money to my account, that should have been done last month after I paid my bill and denied any blame. So I was overcharged for 3 months, and to get your money back you have to jump through hoops and even then they won't pay you. Don't use EE unless they change their ethics, I have been with them over a decade and they would rather loose a customer who pays over £100 a month over £37.96 than pay me my money back. I am changing phone companies as soon as my contract is up, I repeat so not use EE, they over charged and they don't pay you back

Re: Customer service and billings have overcharged me

Chris_B — Mon, 10 Nov 2025 20:46:44 GMT

@Mickyj35 Never had that issue and refunds have always been on time. I’m not sure why but I get the feeling you spoke with the agents to the point of holding them at fault and possibly not that polite. ( explains the sigh down the phone)
You’re probably going to counter what I put but on here you read one side of a story.

Re: Customer service and billings have overcharged me

Mickyj35 — Mon, 10 Nov 2025 21:35:24 GMT

Kudos for you, I have and when the refund has been nearly 4 weeks and still no refund. I have been apologised to today and it is being escalated. Trusted pilot has a 1.5 star rating are all those rude?