topic Re: Been paying for an unknown number for months in Contracts & Billing

Been paying for an unknown number for months

Jenn_2809 — Thu, 14 Apr 2022 01:31:25 GMT

Hello,

Upon logging onto my EE account, I discover a mobile number that is the main one I use, but there is another mobile number as well that is linked to my account which I have no knowledge of, I have also realised I am being charged for this every month on top of my regular bill, I have been paying for this for months without realising! This is making my bill over £160 when it should be £50!

How do we find out what this mysterious number is that I am paying for, I went in store and they weren’t very helpful and said to contact customer services.

Regards,

Jemm

Re: Been paying for an unknown number for months

Chris_B — Thu, 14 Apr 2022 06:28:42 GMT

@Jenn_2809 Stores are there to sell not to look into account enquiries. You need to call customer services about this.

Re: Been paying for an unknown number for months

Leanne_T — Thu, 14 Apr 2022 07:06:08 GMT

Morning @Jenn_2809

Thanks for coming here.

Do you have a Smart watch, laptop or tablet on EE?

If you select the number in your My EE, what price plan is showing?

Leanne.

Re: Been paying for an unknown number for months

Jenn_2809 — Thu, 14 Apr 2022 11:21:02 GMT

Good morning Leanne, I have a smart watch yes but I believe there’s already a desperate plan for that, the plan I’m paying unknowingly is showing ESS plan 30GB at £87pm.

Re: Been paying for an unknown number for months

Leanne_T — Thu, 14 Apr 2022 11:27:50 GMT

Thanks @Jenn_2809

Have you purchased a new phone at the same time this was added that should have been an upgrade?

Leanne.

Re: Been paying for an unknown number for months

Jenn_2809 — Thu, 14 Apr 2022 11:32:06 GMT

So my previous contract was paid off and ended and I was given the offer to upgrade my phone after paying off my previous contract early so I did that. They then set me on this current plan with my current number that I was allowed to keep from my previous phone.

jenn

Re: Been paying for an unknown number for months

Leanne_T — Thu, 14 Apr 2022 11:33:26 GMT

I see @Jenn_2809

I would suggest giving us a call on 150, our Mobile Care team will get this looked into further for you.

Let me know how you get on 🙂

Leanne.

Re: Been paying for an unknown number for months

Jenn_2809 — Thu, 14 Apr 2022 12:16:49 GMT

Thanks for your help Leanne have a great day! 🙂

Re: Been paying for an unknown number for months

Leanne_T — Thu, 14 Apr 2022 12:17:59 GMT

You too @Jenn_2809

Leanne 🙂

Re: Been paying for an unknown number for months

Emily13579 — Wed, 24 Jan 2024 21:06:29 GMT

Are you able to update what happened in the end? I am in the same situation - offer of early upgrade, went ahead, EE said I took out new contract instead of an upgrade but I received no clear communication around this and had been paying for 2 contracts.

Re: Been paying for an unknown number for months

Katie_B — Thu, 25 Jan 2024 07:20:15 GMT

Good morning @Emily13579.

Welcome to the community.

Is our customer care team looking into this further for you?

Katie