topic Re: Being charged twice in Contracts & Billing

Being charged twice

Benji_1996 — Tue, 07 Jun 2022 00:45:43 GMT

I've just noticed today ( should of paid more attention to it but had lots of other things on my mind) that since taking out the new phone at the start of this year I'm being charged twice a month at the same ish rate each month. Once on the 4th and again on the 29th, the days do change a little though. I've tried looking on the site to clarify what the payments for but it only sees the 29th payment. Any help from anyone about this?

Re: Being charged twice

XRaySpeX — Tue, 07 Jun 2022 03:20:09 GMT

@Benji_1996 : Looks like you've taken out a new contract as well as keeping the old one. Did you mean to upgrade it?

Re: Being charged twice

Christopher_G — Tue, 07 Jun 2022 07:39:48 GMT

Hi @Benji_1996

Welcome to the community.

It seems that @XRaySpeX may be right here. It sounds like you may have taken an additional contract rather than upgrading. I would recommend speaking with our Mobile Care team so they can check this and run through your options with you.

Chris

Re: Being charged twice

Benji_1996 — Tue, 07 Jun 2022 07:51:54 GMT

That would be a bit difficult as I never had a contracted phone with ee before taking this phone out. Or an account with ee this was the first time I've used them with nothing but problems without spending hours trying to resolve the issue.

Before this I've just bought phones and then put them on gift gaff and I'm tempted to do that again once this contract is up just wanted to treat myself but kinda hasn't worked well.

I have checked the sort code and account number both go to the same place so I know its correct on that part, have just had a brief chat to one of your customers service guys on the messaging system as I'm at work and they only see one of them which is the discounted price. Which is with the number I've got. But can't see the other one.

Just got to call my bank for them to tell me its going to ee to then try talk to one of you to see if anyone else can fix it. Reminds me of the original purchase all over again

Re: Being charged twice

Christopher_G — Tue, 07 Jun 2022 07:59:20 GMT

Thanks for explaining some more, @Benji_1996.

Please come back here once you've spoken to your bank. We'll do our best to get you in touch with someone from our side who can help.

Chris

Re: Being charged twice

Benji_1996 — Tue, 07 Jun 2022 09:35:57 GMT

I've had a brief chat with nationwide and they are saying both payments are going to ee, I can take it further with them to dispute the payments but didn't have the time. Just thought I should respond on here and when I get the time ether call ee or I'll call nationwide back

Re: Being charged twice

Christopher_G — Tue, 07 Jun 2022 09:43:44 GMT

I've sent you a private message looking for some more information, @Benji_1996.

Could you have a look and get back to me please?

Thanks

Chris

Re: Being charged twice

Benji_1996 — Tue, 07 Jun 2022 10:51:30 GMT

@Christopher_G just replied back to you

Re: Being charged twice

XRaySpeX — Tue, 07 Jun 2022 13:06:49 GMT

As they are coming out your bank as 2 separate DDs they will be 2 separate a/c's with EE. It's also a coincidence that they've both been active for the same time. It's as if when you took your contract out another separate contract was started on another a/c.

If you look at the unknown transaction you might find an a/c no. in its Reference which might help ID the a/c to EE.

Also ask your bank to dispute & cancel the unknown DD under the DD Guarantee.

Re: Being charged twice

Benji_1996 — Thu, 09 Jun 2022 11:16:18 GMT

Is there any direct numbers to the EE Community Support Team, been sent out a replacement sim and just wanted to carry on with where I left off with Claire

Thanks

Ben

Re: Being charged twice

XRaySpeX — Thu, 09 Jun 2022 14:39:42 GMT

No. You can only contact this user discussion group thro' the medium of these forums by posts such as this or by PMs. Just post here & they will answer you.

Re: Being charged twice

Gidgen — Tue, 24 Dec 2024 16:59:56 GMT

@Benji_1996 I don't suppose you ever got to a resolution on this? I might have a similar situation; sorry to contact you, anything you could provide would be appreciated!

Re: Being charged twice

DMYTRO123 — Wed, 30 Apr 2025 08:55:22 GMT

Me toowhy please

Re: Being charged twice

Ali_A — Wed, 30 Apr 2025 11:11:35 GMT

Hi @DMYTRO123

Please give our Customer Care team a call on 150 from your phone, who will be able to investigate reason for having 2 payments taken for your mobile contract.

Ali