topic Re: OVERCHARGED Supposed to be £24 pm for BB, instead charged £74 - sort it in Contracts & Billing

OVERCHARGED Supposed to be £24 pm for BB, instead charged £74 - sort it

Deirdrej — Tue, 06 Sep 2022 08:15:55 GMT

Re: OVERCHARGED Supposed to be £24 pm for BB, instead charged £74 - sort it

James_B — Tue, 06 Sep 2022 10:17:37 GMT

Hi @Deirdrej,

Welcome to the EE Community. 🙂

What are the extra charges listed as on your bill?

James

Re: OVERCHARGED Supposed to be £24 pm for BB, instead charged £74 - sort it

Mustrum — Tue, 06 Sep 2022 10:30:19 GMT

Have you just had broadband installed?

If you have had a new line it may have had new line install charges.

Re: OVERCHARGED Supposed to be £24 pm for BB, instead charged £74 - sort it

Deirdrej — Tue, 06 Sep 2022 10:41:08 GMT

No - moby is separate account.

Re: OVERCHARGED Supposed to be £24 pm for BB, instead charged £74 - sort it

Deirdrej — Tue, 06 Sep 2022 10:46:49 GMT

No line is already there, was previously with BT. The extra £50 was for installation but that came out last month - serioulsly unimpressed with EE. Don't think I will be with them for long. They had set up a DD with my bank for £74 pm. Sort it EE!!!

Re: OVERCHARGED Supposed to be £24 pm for BB, instead charged £74 - sort it

Mustrum — Tue, 06 Sep 2022 10:49:55 GMT

@Deirdrej this is not customer services, no one has access to your account.

If you give the Broadband Care Team a call I am sure they will sort it.

Re: OVERCHARGED Supposed to be £24 pm for BB, instead charged £74 - sort it

James_B — Tue, 06 Sep 2022 11:11:01 GMT

Hi @Deirdrej,

Was the installation charge itemised on both last month's and this month's bills?

James

Re: OVERCHARGED Supposed to be £24 pm for BB, instead charged £74 - sort it

Deirdrej — Tue, 06 Sep 2022 11:15:08 GMT

No it was a one-off installation charge - I would not go with any company
that charges £74 per month - so disappointed with EE!

Re: OVERCHARGED Supposed to be £24 pm for BB, instead charged £74 - sort it

James_B — Tue, 06 Sep 2022 11:59:16 GMT

What are the extra charges listed as in this months bill breakdown @Deirdrej?

James

Re: OVERCHARGED Supposed to be £24 pm for BB, instead charged £74 - sort it

Deirdrej — Thu, 08 Sep 2022 05:27:04 GMT

I emailed the CEO and got a call from a very nice lady, explained the situation and was promised a refund of £50 - the duplicate set up fee, still waiting....

Re: OVERCHARGED Supposed to be £24 pm for BB, instead charged £74 - sort it

Deirdrej — Thu, 08 Sep 2022 07:01:57 GMT

No - still waiting...

Re: OVERCHARGED Supposed to be £24 pm for BB, instead charged £74 - sort it

Christopher_G — Thu, 08 Sep 2022 09:00:38 GMT

When did you speak to this lady, @Deirdrej?

Chris

Re: OVERCHARGED Supposed to be £24 pm for BB, instead charged £74 - sort it

Deirdrej — Thu, 08 Sep 2022 11:34:08 GMT

Couple of days ago, emailed the CEO and she called. Not the best start to
charge for installation twice.

Re: OVERCHARGED Supposed to be £24 pm for BB, instead charged £74 - sort it

Christopher_G — Thu, 08 Sep 2022 11:48:53 GMT

Thanks for explaining some more, @Deirdrej

What is it that you're waiting for? The lady to call you back or the credit to be applied?

Chris

Re: OVERCHARGED Supposed to be £24 pm for BB, instead charged £74 - sort it

Deirdrej — Thu, 08 Sep 2022 12:04:08 GMT

£50 refund.

Re: OVERCHARGED Supposed to be £24 pm for BB, instead charged £74 - sort it

Christopher_G — Thu, 08 Sep 2022 12:35:48 GMT

OK, thank you, @Deirdrej

I would suggest speaking to our Mobile Care team to find out what's happening with that.

Let us know how you get on.

Chris

Re: OVERCHARGED Supposed to be £24 pm for BB, instead charged £74 - sort it

XRaySpeX — Thu, 08 Sep 2022 18:51:35 GMT

Did you agree with this nice lady as to where the refund is to be made? Normally they are refunded as credit to your EE a/c where you won't see it until your next month's bill is posted, unless you specifically request that it be made back to your normal method of payment, DD or bank card.

Re: OVERCHARGED Supposed to be £24 pm for BB, instead charged £74 - sort it

Deirdrej — Thu, 08 Sep 2022 18:58:08 GMT

No, I made it clear that I wanted it returned to my bank. Beyond
disappointed with my start to EE - don't think I will be with them for long.

Re: OVERCHARGED Supposed to be £24 pm for BB, instead charged £74 - sort it

XRaySpeX — Thu, 08 Sep 2022 19:03:38 GMT

I had a refund made recently to my bank. It took 4 days from request to arriving at bank. You just need to wait a coupla days.

Re: OVERCHARGED Supposed to be £24 pm for BB, instead charged £74 - sort it

Deirdrej — Sat, 22 Oct 2022 11:34:18 GMT

I had a call from a gentleman from EE and was promised a refund of £18.24, which was an overcharge on my moby. This was a few weeks ago. Just got an email re my BB.

I am a new customer and seriously disappointed with EE. Will email the gentleman I spoke to - in my email account hence not mentioning his name here.

REALLY BAD START EE - stop advertising yourself and put the money into dealing with complaints!!!

One more error and I am gone!