topic Re: Extra charges in Contracts & Billing

Extra charges

Lconnery86 — Sun, 29 May 2022 20:43:03 GMT

Hi guys. So my child has a second line on my account that I have capped at £0 so he can’t go over at all. It’s always been capped. However ee have allowed him to spend almost £100 on PlayStation via his phone and then decided to double my add on to £70 even though it’s only £35 per month. Surely they can’t do this? I told them I wanted a £0 cap for a reason and they just decided to allow to him to spend so much without even flagging it. Basically my bill has tripled to over £300 this month

Re: Extra charges

XRaySpeX — Sun, 29 May 2022 20:52:47 GMT

@Lconnery86 : There are some costs that EE doesn't control that the Spend Cap doesn't restrict. Charge to Mobile bill is 1 of them. See How do I set up and manage Spend Cap?

Re: Extra charges

Northerner — Sun, 29 May 2022 20:56:06 GMT

Hi @Lconnery86

You'll need to speak to EE CS on 150 about this issue.

Thanks

Re: Extra charges

Lconnery86 — Sun, 29 May 2022 21:11:28 GMT

That’s ridiculous. I specifically asked if it would restrict everything and got told it would. I wouldn’t have got it otherwise. I’ll be cancelling my phones tomorrow then. Thank you

Re: Extra charges

XRaySpeX — Sun, 29 May 2022 21:14:44 GMT

Thanks! You're welcome 🙂 ! Glad I could be of assistance & it is now sorted.

Re: Extra charges

Lconnery86 — Sun, 29 May 2022 21:15:14 GMT

Hardly sorted lol. But thanks

Re: Extra charges

Lconnery86 — Mon, 30 May 2022 09:18:18 GMT

Ee we’re fab they sorted all the issues, wiped the charges and put the actual cap on that I asked for so this should never happen again. Thank you for the help

Re: Extra charges

Leanne_T — Mon, 30 May 2022 09:21:40 GMT

Glad to hear you have got this resolved with our customer care team @Lconnery86

Have a lovely day 🙂

Leanne.

Re: Extra charges

joannacrow — Mon, 19 Jun 2023 22:54:35 GMT

I'm having a similar problem with my child spending around £250 in extra charges on apple music etc in the last couple of months. How do I stop this as the spend cap doesnt seem to effect it and I wasnt advised this would be possinle when I added the additional line?

Thank you

Re: Extra charges

Katie_B — Tue, 20 Jun 2023 06:26:05 GMT

Hi @joannacrow.

You can apply a spend cap within your My EE account and set the amount you wish to prevent further charges.

If there is subscriptions that have been purchased you would need to cancel these direct with the provider.

Should these just be one of charges for purchases a spend cap will stop the ability to do this in the future.

Katie

Re: Extra charges

GusDude — Wed, 14 Jan 2026 10:22:42 GMT

The samsung s22 they provided me with asks for a Pin when I do a purchase on playstore and if I press cancel it still proceeds with the payment. It says I have a 240 limit but I too have been up to £300. I have barred myself but I feel it will still do it.

Re: Extra charges

Rach_H — Wed, 14 Jan 2026 14:15:04 GMT

Hi @GusDude,

Welcome to the Community!

We know how important it is for you to know what is happening with your phone, and any charges that you may be incurring. I'd recommend reaching out to our team, and they will be able to look into why these are still going through, in spite of you trying to cancel, and work to get this resolved.

Rach