topic Re: Re: Contract ended but still being charged! in Contracts & Billing

Re: Contract ended but still being charged!

rita-67 — Tue, 28 Apr 2026 21:54:13 GMT

The same thing happened to me, it doesn't make sense, why not make it clear in the contract or at least give us a heads up when signing the contract. My contract for my phone ended in November and I thought they would stop charging automatically, little did I know they were still taking £80 out of my bank up to this day. And when we told them they said they can't do anything because it says in the agreement.

Re: Re: Contract ended but still being charged!

rita-67 — Tue, 28 Apr 2026 21:56:32 GMT

Why would we have to contact you, our contract days are already in the system and you know when they end, why would you give your customers extra hassle. Looks like an easy way to keep getting money.

Re: Re: Contract ended but still being charged!

rita-67 — Tue, 28 Apr 2026 22:02:28 GMT

This happened to me too, they didn't refund me they just said you had to come in and let them know that your contract had finished. How was I supposed to know, normally they should stop charging you once the contract is over and paid for. It seems like a total robbery to me, doesn't make sense as I was charged 4 months extra for no reason.

Re: Re: Contract ended but still being charged!

XRaySpeX — Tue, 28 Apr 2026 23:27:58 GMT

@rita-67 wrote:
My contract for my phone ended in November and I thought they would stop charging automatically,

That's not the way it works, with any telecoms provider!

These mobile contracts don't just end, just the min. term expires. They are not fixed term contracts. After the min. term they just carry on at the same price on a rolling 30-days' notice basis until you explicitly cancel, upgrade or port your no. away. There may however be a 10% discount 3 months after the end of min. term. You may always choose to upgrade your contract to a cheaper SIM-Only contract from the last 30 days of your contract term.

Re: Re: Contract ended but still being charged!

Debbie_G — Wed, 29 Apr 2026 08:16:02 GMT

Hi @rita-67.

Thanks for coming to the community.

Once your minimum term is up, the account doesn’t close on its own. It carries on month‑to‑month at the same price until you tell us what you want to do next.

Your service won’t stop unless you let us know you want to cancel, upgrade, or switch to a SIM‑only plan. This gives you the flexibility to choose what happens next, and it also means you’re never suddenly left without service or access to your number when the minimum term ends.

An end‑of‑contract notification is sent before your minimum term ends, so you know your options and can avoid paying more than you need to. If you didn’t see anything come through, it’s worth getting in touch with our customer support team. They can check your account and confirm when the notification was sent.

Debbie

Re: Re: Contract ended but still being charged!

rita-67 — Wed, 29 Apr 2026 10:51:01 GMT

on the contract it says the fixed date that the contract will end, seems like a skill issue to me if u cant find a way to make stuff easier for ur customers.

Re: Re: Contract ended but still being charged!

rita-67 — Wed, 29 Apr 2026 10:54:07 GMT

Well yes I will check with the customer support team because I never got a message from EE that my minimum term is coming to an end, and if so all these things should be stated clearly when discussing the contract. Many people will skip past the message thinking it's another normal EE message. Maybe it's time your team reviews your methods so you don't steal from unaware customers.

Re: Re: Contract ended but still being charged!

ee_user14 — Wed, 29 Apr 2026 11:21:16 GMT

Were you surprised when your phone was still working, after your contract had apparently ended? Would you have compained if it was disconnected without you asking it to be?

Were you surprised when you checked your bank after your contract had apparently ended, and you were still being charged £80/month? The deductions were happening for 5 months, yet that's how long it took you to notice £400 missing?

If customers are unaware of some things, perhaps you should consider a non-contractual PAYG line without any commitment.

Re: Re: Contract ended but still being charged!

Chris_B — Wed, 29 Apr 2026 12:09:07 GMT

@rita-67 would you be happy if your were abroad and your service just stopped because you reached the minimum term. Not understanding what happens at the minimum term is sorry to say this a you issue because you didn’t read the contract T&Cs.

Re: Re: Contract ended but still being charged!

rita-67 — Wed, 29 Apr 2026 12:16:33 GMT

First of all I dont know who u think u are telling a customer this is a u issue, second of all u can make it clear in the contract instead of making all the terms and conditions size 5 were i had to read it with binoculars.

Re: Re: Contract ended but still being charged!

rita-67 — Wed, 29 Apr 2026 12:17:48 GMT

ahahah were u surprised when someone had the balls to speak up to ur companies scam?

Re: Re: Contract ended but still being charged!

Chris_B — Wed, 29 Apr 2026 12:23:32 GMT

@rita-67 So you didn’t read them because they are perfectly legible and they are not point 5.

oh and I’m a customer just like you. But I do read contracts before agreeing to them.

Re: Re: Contract ended but still being charged!

ee_user14 — Wed, 29 Apr 2026 12:31:18 GMT

@rita-67 wrote:
ahahah were u surprised when someone had the balls to speak up to ur companies scam?

"ur companies scam"? If you think I work for EE, that's something else you're mistaken about - I don't. I don't work in telecoms, so I would strongly recommend you make sure of facts in the future.

I just happen to disagree with your view on EE's contractual structure, and note that you didn't answer any of my previous questions, but resorted to (what you presumably think is) some kind of cheap insult.

Re: Re: Contract ended but still being charged!

Chris_B — Wed, 29 Apr 2026 12:38:47 GMT

@rita-67

“ahahah were u surprised when someone had the balls to speak up to ur companies scam? ”

So you’re are just proving you didn’t understand what happens at the minimum term date and you chose not to do something about it and take no responsibility for not reading the T&Cs.

in this case had it have just terminated on the minimum term date you’d have also lost your phone number. And if you were abroad at the time you would’ve been left with no working phone, but by the sounds of it you’re more than happy with that and you wouldn’t be complaining about having no service when abroad suddenly.

As a customer of any company that gives you a contract that you agree to it’s your responsibility to understand the T&Cs of that contract.

Re: Re: Contract ended but still being charged!

rita-67 — Wed, 29 Apr 2026 12:53:01 GMT

well i dont remeber asking you to reply to my comment so wtv u found offensive ill double it and give it to the next person

Re: Re: Contract ended but still being charged!

rita-67 — Wed, 29 Apr 2026 12:53:46 GMT

dont make it so small then lol, no ones gonna read 6 pages of bs thats in size 3

Re: Re: Contract ended but still being charged!

Peter_W — Wed, 29 Apr 2026 13:17:22 GMT

Welcome to the Community, @rita-67.

This is a public discussion forum, and it's a natural feature of such platforms that users aren't always going to 100% agree.

That being said though, I'd just like to emphasise as a quick reminder to everyone here that we want to make sure discussions remain civil and friendly 😊

The details @Debbie_G and our other members have mentioned here around contracts are all correct, though.

With all mobile contracts, regardless of network, the duration listed is a contract commitment period rather than a limited service window, and it's always the customer's choice what happens to this next.

Contract terms will always be displayed at the point of sale too, and it's the customer's responsibility to ensure they understand these when agreeing to any plan.

I can really appreciate the extra charges will have come as a shock if you didn't realise this was happening, but as others have mentioned responsibility does lie with the customer to monitor their bills and payments on a month to month basis, and then query these should it be needed.

As Debbie mentioned, if you wanted to discuss this further you're best giving our team a call, or alternatively you can also raise this as a complaint via the details listed below, too.

EE Complaints Code of Practice

Peter

Re: Re: Contract ended but still being charged!

rita-67 — Wed, 29 Apr 2026 13:31:12 GMT

Exactly conversations should remain respectful, so tell that to your team next time.

Re: Re: Contract ended but still being charged!

ee_user14 — Wed, 29 Apr 2026 13:55:54 GMT

@rita-67 wrote:
Exactly conversations should remain respectful, so tell that to your team next time.

Respect is earned. You seem to think that anyone who disagrees with your view, is being disrespectful.

Re: Re: Contract ended but still being charged!

rita-67 — Wed, 29 Apr 2026 14:33:34 GMT

on about respect is earned, they were being rude not just disagreeing, plus i never asked them to reply to me