topic Re: Charged £18 for talking to EE in Contracts & Billing

Charged £18 for talking to EE

tonimortimer — Tue, 12 Jul 2022 05:47:24 GMT

I wanted to upgrade and spoke to EE they said to go from business to personal had to change over admin side of things first so I did and they asked me to call back few days later to do this. When I did I had apparently signed signed up for a contract I did not ask for...anyway...the person I spike with said in order to get that cancelled I had to ring this particular number to get that contract cancelled...so called this 0844 number and upgraded to new sim only contract...only to find that my nearly hour call to do this cost me£18....when I realised that the next day I called again and spoke with someone who said they would get this removed off my bill this was 22nd June...looked just now this charge is still on my bill and will be taken out by DD later this month. I am disgusted that EE can treat customers like me who have been with what was orange for over 30 years....Also why does my account say that I have used nearly 100GB of data when my phone says I have only used 2.5GB ? My average GB usage is normally around 4GB per month and here we are I have upgraded to sim only 100GB and nearly up toy limit in w weeks? Not happy one bit I now wish to leave EE sick and tired of their treatment to loyal customers and I will be calling their cancellation department later

Re: Charged £18 for talking to EE

Christopher_G — Tue, 12 Jul 2022 07:38:56 GMT

Hi @tonimortimer

Welcome to the community.

It could be that the credit was not applied in time for this bill being produced and may be coming off your next bill.

I've sent you a private message to get some information from you.

Chris

Re: Charged £18 for talking to EE

tonimortimer — Tue, 12 Jul 2022 09:24:16 GMT

Hi chris

XXXXXXXXX this is my account number

Would like answer other wise please commence leaving EE

Regards Toni

Get Outlook for Android<>

[Mod Edit: Removed account number from public view]

Re: Charged £18 for talking to EE

Christopher_G — Tue, 12 Jul 2022 09:36:21 GMT

If you could reply to my private message, I'll get you some help with it, @tonimortimer.

Chris

Re: Charged £18 for talking to EE

tonimortimer — Tue, 12 Jul 2022 12:40:08 GMT

I've gone on the community and my account I cannot see any private message. You are making it very very hard to sort this...as soon as I have a lunch break I will call 150 and cancel my contract to leave EE

Regards Toni

Re: Charged £18 for talking to EE

Chris_B — Tue, 12 Jul 2022 10:47:20 GMT

@tonimortimer In @Christopher_G last post click the green PRIVATE MESSAGE this will link you to the private message that’s been sent to you.

Re: Charged £18 for talking to EE

Christopher_G — Tue, 12 Jul 2022 11:00:57 GMT

It's definitely showing as sent to you, @tonimortimer.

I've sent it again for good measure.

Let me know if you find it.

Chris

Re: Charged £18 for talking to EE

tonimortimer — Wed, 13 Jul 2022 06:17:33 GMT

Hi chris

It seems from what you've sent you are more bothered about your profile image that customer satisfaction or care in that case iam ok with leaving EE

Regards Toni

Re: Charged £18 for talking to EE

Chris_B — Tue, 12 Jul 2022 19:48:02 GMT

@tonimortimer While it might show on your bill it doesn’t mean it’ll be taken.

Once a bill is issued it doesn’t get changed on the bill when you call about it it will still show but it doesn’t mean you’ll be charged for it.

Re: Charged £18 for talking to EE

tonimortimer — Wed, 13 Jul 2022 06:17:02 GMT

Well what's the point of it then? Why charge it on the bill in the first place? What's the purpose surely EE have got better customer services things to do then to mess about with none sensible things that they have no intentions of charging a customer?

If I don't address it now it will be taken by DD any normal person is not busy watching their EE account pif paf puff taken too late!

Regards Toni

Re: Charged £18 for talking to EE

bristolian — Tue, 12 Jul 2022 20:23:36 GMT

@tonimortimer wrote:

the person I spike with said in order to get that cancelled I had to ring this particular number to get that contract cancelled...so called this 0844 number and upgraded to new sim only contract...only to find that my nearly hour call to do this cost me£18....

Reading through the detail on this post, I'm not convinced the 0844 number was even for an EE department.

I suspect that was for a third-party company. I don't know of any EE department that uses an 084x number. Indeed, the use of such numbers for "existing customer enquiries" has been unlawful for many years now.

Re: Charged £18 for talking to EE

Chris_B — Tue, 12 Jul 2022 20:42:34 GMT

@bristolian I have a feeling this is being done through a broker and not directly with EE. I could be wrong but I do agree with your saying about the 0844 number.

Re: Charged £18 for talking to EE

tonimortimer — Wed, 13 Jul 2022 06:13:23 GMT

Why would it be done through a broker I called 150 said what had happened and they said I had to ring 0844 to sort it next minute there is a charge. What I don't get it what is the point of this community? It doesn't solve anything just waste customers time and diverts them...again I will called 150 and cancel my contract

Re: Charged £18 for talking to EE

tonimortimer — Wed, 13 Jul 2022 08:07:54 GMT

Oh right so I the customer tells lies too! Wow...I therefore request...the voice call to 150 that day where your department gave me that number to call that number...!

Re: Charged £18 for talking to EE

Christopher_G — Wed, 13 Jul 2022 07:41:50 GMT

Hi @tonimortimer

I have offered to organise for someone to call you about this. If you change your mind, please send over the details that I requested through private message.

Thanks

Chris

Re: Charged £18 for talking to EE

tonimortimer — Wed, 13 Jul 2022 14:08:12 GMT

Not sure why no one has its obvious someone needs to call me...such wasting time wasting! I have called EE myself today spent nearly 50 mins on the phone hopefully this has been resolved. But can someone please tell me what is the point of this community if you are not able to resolve anything or use your initiative and simply get someone to call the customer to resolve the issue?

Re: Charged £18 for talking to EE

Chris_B — Wed, 13 Jul 2022 13:11:27 GMT

@tonimortimer because this isn’t a place to get customer services to call you.

Re: Charged £18 for talking to EE

tonimortimer — Wed, 13 Jul 2022 14:06:53 GMT

So what is this community for if it is for "not to help customers"? Surely its not a place where customers are bored and have nothing more to do but express their complaints that actually don't go anywhere and this platform is just a diversion?

Re: Charged £18 for talking to EE

Christopher_G — Wed, 13 Jul 2022 14:53:54 GMT

The community is a peer to peer forum where you can share experiences and get help with general queries from other users, @tonimortimer.

Our community stars have helped countless people with problems that they face with getting connected abroad, network related problems, broadband issues to name a few. Also, just general questions about how certain features work with EE, advice on which phone to get etc.

Your particular query is related specifically to your account. Without access to your account, it's not possible to answer without speculating.

This is why we have offered to call you. I'm glad to hear that your query has been resolved by speaking with customer services.

Chris