topic Re: Charge for picture message not sent in Contracts & Billing

Charge for picture message not sent

ClareE81 — Mon, 24 Nov 2025 10:36:46 GMT

On my phone bill this month I have a charge for a picture message to a number 010020250100. Not a number I recognise and checking my messages I sent none on the date specified. Google tells me this is a scam number. How can I get EE to refund me and stop it happening again?

Re: Charge for picture message not sent

Ritu_D — Mon, 24 Nov 2025 13:14:05 GMT

Hi @ClareE81

Welcome to the community.

I would recommend Contacting Us to look into this further, usually if there is a charge on the account this means there has been a chargeable activity made from your device, do you recall sending a message at all?

In regards to the number in question, take a look a this information it will give you advise on how to Avoid Scams and how to report anything that you may have concerns about.

Thanks

Ritu

Re: Charge for picture message not sent

Flowersmum — Sun, 30 Nov 2025 20:31:38 GMT

I have this same charge on the 24th November too! So odd

did you find the cause of yours?

Re: Charge for picture message not sent

FrankieMumbles1 — Thu, 08 Jan 2026 15:34:50 GMT

Me too. What was the answer please?

Re: Charge for picture message not sent

Rach_H — Thu, 08 Jan 2026 18:28:11 GMT

Hi @FrankieMumbles1,

Welcome to the Community!

We'd recommend reaching out to our team, and they will be able to look further into this for you.

Rach

Re: Charge for picture message not sent

Lakky11 — Fri, 16 Jan 2026 09:34:46 GMT

I’ve just discovered this on my latest bill! Am in the process of querying it.

Re: Charge for picture message not sent

Lakky11 — Fri, 16 Jan 2026 09:41:26 GMT

EE solution was to remove the £10 spend cap so I can no longer send picture messsges via SMS - which I very rarely do anyway. They are not able to block the number, and I can’t block it on my phone as it’s never appeared on my phone !

Re: Charge for picture message not sent

BLUX — Tue, 03 Feb 2026 14:56:16 GMT

I also have three picture messages to this number on my phone bill. Despite a long winded and fruitless call to the EE customer support team they refuse to refund the £2.79 and suggested I send the number to their 'fraud' team by text to 7726 which I have done. The person I spoke to also reduced the spend cap to zero.

Re: Charge for picture message not sent

AngeP2 — Sat, 18 Apr 2026 18:45:46 GMT

I have had 2 messages charged from this number on my account too this month - 010020250100. I have reported to the fraud team as per the message above but if EE know this is a spam number why haven’t they blocked this from happening across all their accounts, it has been a well reported problem since November last year?? I assume there will be no hope of getting my £1.96 refunded, terrible customer service! How can I guarantee that this won’t continue happening?

Re: Charge for picture message not sent

The-Vicar — Thu, 23 Apr 2026 11:13:31 GMT

I have the same charge for yesterday & the same number - 010020250100

Re: Charge for picture message not sent

Christopher_G — Thu, 23 Apr 2026 13:23:12 GMT

Hi @The-Vicar

If you speak with our customer service team, they'll be able to check the charge for you. They'll do their best to help make sure this doesn't happen again.

Chris

Re: Charge for picture message not sent

londondesignee7 — Tue, 05 May 2026 08:56:37 GMT

Please dont give false information i have spoken to ur helpful customer service they don't wanna listen to a word about this and blaming the customer so thank you very much

Re: Charge for picture message not sent

londondesignee7 — Tue, 05 May 2026 08:57:39 GMT

Please dont give false information i have spoken to ur helpful customer service they don't wanna listen to a word about this and blaming the customer so thank you very much .

Re: Charge for picture message not sent

londondesignee7 — Tue, 05 May 2026 08:58:22 GMT

Please dont give false information i have spoken to ur helpful customer service they don't wanna listen to a word about this and blaming the customer so thank you very much