topic Re: Bill Query in Contracts & Billing

Bill Query

Casey76 — Thu, 07 Jul 2022 10:58:39 GMT

Monthly charges

Plan

4GEE HR 1m Unltd £50 Bill £70.00

If we have selected to pay £50 per month for unlimited data, why are we being charged £70 per month?

I cannot see how/why we are paying an extra £20 per month! The above IS the breakdown of the bill, no explanation!

We have already paid £100 to buy the router so we know it cannot be that!

TIA

Re: Bill Query

Leanne_T — Thu, 07 Jul 2022 12:04:09 GMT

Hi there @Casey76

Thanks for coming to the community.

Is this your first bill?

Have you downloaded the bill to check for extra charges?

Speak soon.

Leanne.

Re: Bill Query

Casey76 — Thu, 07 Jul 2022 12:21:05 GMT

Hiya,

Yes, this is our first bill, we signed up yesterday! The bill has no breakdown at all. I called Customer Service as it was bugging me and the fab lady I spoke to was also baffled as to why we have an additional and unexplained £20 per month charge added with ZERO explanation as to why. If it is a hidden charge, it must be very well hidden if EE cannot understand it!

The lady I spoke to (who was awesome) will call me later (hopefully) to explain the bill once she has an answer. She looked at our account for 30 minutes and could not see any reason whatsoever why we have this extra charge. She also raised it as a complaint for us.

1 day with EE and already I have spent 30 minutes on the phone to discuss an over payment and have a complaint raised to resolve it.

1 DAY!!!!! ridiculous....

If my £50 unlimited internet will cost me £70 per month I will not stay with them... who would??

Re: Bill Query

Leanne_T — Thu, 07 Jul 2022 12:37:50 GMT

Hi @Casey76

Thanks for the reply.

I'm pleased to hear this is being looked into for you, let me know how you get on when you get a call back?

Thanks 🙂

Leanne.

Re: Bill Query

Casey76 — Fri, 08 Jul 2022 15:34:28 GMT

@Leanne_T

I received no call back, so I have lodged a formal complaint as my billing does not represent the contract I entered in to and I feel we have been duped into paying for a seemingly hidden charge.

Very disappointed with EE and I certainly won't be recommending family and friends to consider them as a provider.

Ridiculous.

Re: Bill Query

Leanne_T — Fri, 08 Jul 2022 15:44:57 GMT

Hi @Casey76

I'm very sorry to hear this and have sent you a private message for some extra details.

Leanne 🙂

Re: Bill Query

Casey76 — Tue, 12 Jul 2022 15:42:34 GMT

@Leanne_T

I responded to your private message and I am still waiting to hear why our bill is showing incorrect data.

I actually received an email stating our complaint has now being closed, which is another action to annoy us as we have no idea why it was closed or what the outcome was. I also never did receive a call back from the lady investigating my query.

I will remove our Direct Debit details prior to the incorrect amount being taken if a resolution is not reached as the service in our first week has been nothing short of a joke.

Thanks