Ongoing billing errors, ignored complaints

Oj88 — Sun, 06 Sep 2026 09:45:36 GMT

I am posting here as a last resort because months of calls and web chats have resulted in zero accountability, unfulfilled promises, and automated brush-offs.

Since June, an unauthorised Multi Play-ALL service has repeatedly appeared on my broadband bills:

Back in June, your team acknowledged this was an error and credited £104.76 to bring the balance to zero.

In July, the system recharged the exact same £101.49 service in advance, turning a legitimate £34.95 bill into an inflated £136.44.

In August, the service was cancelled, but the billing system issued an insulting one-day credit of £3.27 and slapped a £7.50 late fee onto the account.

Across August, I paid £86.98 in good faith (£40.99 and £45.99) to cover all valid broadband charges for July and August (£75.94 total).

In reality, my account is £11.04 in credit. Yet, I am receiving letters threatening to cut off my broadband service for an overdue balance that consists entirely of phantom charges.

Yesterday on web chat, an agent finally admitted the £7.50 late fee was an error and claimed a ticket was sent to the back-end team to wipe the £101.49 charge, quoting a turnaround of up to seven working days. They logged complaint C10003971691.

Today, I received an automated email stating the complaint will automatically close in seven days if they do not hear from me.

This is unacceptable customer care. Previous complaints have vanished into a black hole with no follow-up, and setting up an active dispute to auto-close before the back-end team has even looked at it is sharp practice.

I need a forum moderator or specialist team member to step in, take true ownership of this case, and ensure:

An immediate collections and disconnection hold is applied so my broadband remains active.

The manual credit for the £101.49 Multi Play charge and the £7.50 late fee waiver are actually executed.

Complaint C10003971691 remains open until written confirmation is provided showing the account sitting at its correct standing: £11.04 in credit.

If this cannot be handled properly, please issue a deadlock letter immediately so the entire paper trail can be submitted directly to the Communications Ombudsman.

Re: Ongoing billing errors, ignored complaints

Northerner — Sun, 06 Sep 2026 09:57:50 GMT

Hi @Oj88

If you have made a formal complaint then you'll need to wait the outcome and escalate if the outcome is not acceptable.

https://ee.co.uk/help/contact-ee/complaint

There is no account access on these forums.

Thanks

Re: Ongoing billing errors, ignored complaints

XRaySpeX — Sun, 06 Sep 2026 14:29:19 GMT

Nobody on this public user discussion forum can take ownership of your case. We have no access to your specific account. You need to continue with your formal complaint.

topic Ongoing billing errors, ignored complaints in Contracts & Billing

Ongoing billing errors, ignored complaints

Re: Ongoing billing errors, ignored complaints

Re: Ongoing billing errors, ignored complaints