topic Re: Re: Extra Charges in Contracts & Billing

Re: Extra Charges

Alber55 — Wed, 05 Oct 2022 13:48:33 GMT

Hi Leanne, I’ve just found extra charges on a forthcoming bill and I can’t find why. Can you help?

Re: Re: Extra Charges

Leanne_T — Wed, 05 Oct 2022 14:18:42 GMT

Hi @Alber55

Thanks for coming here.

If you log into your My EE account online and select Menu > Bills and Payments, do you see the extra charges?

Leanne.

Re: Re: Extra Charges

Alber55 — Wed, 05 Oct 2022 16:25:25 GMT

Hi Leanne,
I did all this and it showed extra charges amount but no detail. There’s an error message every time I select out of plan data.
I did a bit of investigation and I had believed that my plan covered EU use….but I was looking at my other older (contract pre July 21) number.
I’ve now sorted EU ROAMING PASS and I’m sure it’s sorted now.

Thanks

Sent from my iPhone

Re: Re: Extra Charges

Christopher_G — Thu, 06 Oct 2022 07:11:07 GMT

That's great, thanks for letting us know, @Alber55.

Chris

Re: Re: Extra Charges

nadaley — Tue, 25 Oct 2022 16:41:41 GMT

Hi.

On my last two bills there have been unfamiliar extra charges. One was 15p and one is £10. I can’t find a code to try and identify this - it’s unusual for me to spend anything outside my allowance so I’d like to clarify what they are. Could you help me understand how to do this please?

Re: Re: Extra Charges

James_B — Tue, 25 Oct 2022 16:59:11 GMT

Hi @nadaley,

Welcome to the EE Community. 🙂

What are the charges listed as on your bill?

James

Re: Re: Extra Charges

nadaley — Tue, 25 Oct 2022 17:06:39 GMT

It says ‘services from other companies’ but I can’t think what they could be and I can’t see where I’d find out more about them

Re: Re: Extra Charges

James_B — Tue, 25 Oct 2022 17:47:47 GMT

Hi @nadaley,

Is there a company name or reference number listed?

James

Re: Re: Extra Charges

Alber55 — Tue, 25 Oct 2022 19:21:43 GMT

No, just ‘additional charges’, but I did find out that it was £2/day roaming that I hadn’t expected as I thought both my phones were ‘Free to Roam’ contracts 🤣

Sent from my iPhone

Re: Re: Extra Charges

XRaySpeX — Tue, 25 Oct 2022 20:54:35 GMT

@nadaley : Re: the 15p charge: Did you send a text to a 5 or 6 digit shortcode? These are chargeable.

Re: Re: Extra Charges

nadaley — Wed, 26 Oct 2022 06:56:03 GMT

No there’s not which is frustrating as I’m hoping it’s something that would make sense if I knew anymore information but as I say I can’t think what it would be

Re: Re: Extra Charges

nadaley — Wed, 26 Oct 2022 06:56:20 GMT

No I don’t think I have.

Re: Re: Extra Charges

Christopher_G — Wed, 26 Oct 2022 07:24:09 GMT

Thanks, @nadaley.

I would recommend speaking to our Mobile Care team so that they can check those charges for you.

Chris