topic Re: New Joiner in Contracts & Billing

New Joiner

MJC030 — Sat, 24 Jun 2023 16:57:47 GMT

I I only joined EE on Wednesday from Plusnet and was surprised to see an additional outstanding bill from last month of £50 added to my account. No mention that this was going to happen very disappointed with EE and am not sure that I really want to be part of a service company that treats its customers this way. Anybody else experience this treatment.

Re: New Joiner

Mustrum — Sat, 24 Jun 2023 17:50:12 GMT

@MJC030 as per other similar queries, it is likley to include a £50 deposit for roaming. If it is not something you need, just give CS a call to have it removed.

https://community.ee.co.uk/t5/Contracts-Billing/Plusnet-is-closing/td-p/1267762

Re: New Joiner

MJC030 — Sun, 25 Jun 2023 14:24:10 GMT

Thank you for taking time to reply just phoning is easier said than done I waited 45 minutes earlier and have to give up as the dog had all four legs crossed will try again Monday.

Re: New Joiner

MJC030 — Mon, 26 Jun 2023 14:42:18 GMT

The plot thickens. I contacted EE via web chat and conversed with a Rep. I stated the facts and a complaint was raised. Further ongoing work from the Rep reported that the £50 was a deposited for the service and that it would be returned once I had proved to be a good customer. I asked about why my statement said that I had an outstanding sum of £50 from las month, I only joined EE last Wednesday and I must pay it immediately, very intimidating wording on the statement. Additionally I asked about my order as I have the order email from customer services stating that I would retain my old plusnet telephone number. The EERep stated that my account did not state that fact although I reminded her I had an email order from EE Customer Services stating that I would. Granted that issue was resolved when I trawled through my records and proved the EE Rep with my original telephone number and PAC for a second time. I was told that £44 has been returned to my account, not yet showing on my banking App. Additionally the EE Rep stated that the £50 charge was there as my credit rating wasn’t sufficient. Fair enough I said but bearing in mind my EE contract is for £6 a month yes £6 only it is necessary for me to pay £50 deposited as security, I make that just under 900per cent of my monthly bill, incredible. Now just to make matters worse the EE Rep asked was I happy to close down the complaint I stated that I was happy that £44 had been returned to my account, although not yet showing and that the number transfer was progressing but we still needed to keep the complaint active as we needed to resolve why the order didn’t proceed as expected, the wording on the bill needs to be looked at and charging somebody almost 900% of their monthly fee as a deposited need further clarity. Just as I finished typing this to the Rep I received a text thanking me for cancelling my complaint. I then stated to the Rep that I had received the text telling me the complaint was cancelled and I wasn’t happy with that. She stated that it had been cancelled and there was nothing that she could do. Oh well back to phoning 150 and starting all over again. Sorry to bore you

Re: New Joiner

Peterkevinmccan — Thu, 29 Jun 2023 21:54:50 GMT

Had exactly the same issue. Phone chat with Customer Sercices Rep and was told this charge was a deposit - no mention of that when placed order. Told it could be removed and would be. Got confirmation that charge would be removed in 30mins - 2 days later charge still showing. Phones EE and told charge removed - can’t access my account on app, but via internet still showing. Today, 7 days after first chat, showing “thanks for

paying your £56 bill” - Not impressed this far!

Re: New Joiner

James_B — Fri, 30 Jun 2023 08:08:13 GMT

Hi @Peterkevinmccan,

Welcome to the EE Community. 🙂

Had your first bill already been produced when the refund was requested?

James

Re: New Joiner

Peterkevinmccan — Fri, 30 Jun 2023 08:16:18 GMT

Only noticed £50 ‘additional charge’ by way of ‘carried forward from your last bill’ message - as I had only just moved from PlusNet knew this must be a mistake. Had 2 online chats; first saying charge would be removed within 30 mins, second that charge had been removed. Had text message from EE stating charge had been removed. Couldn’t access bill via app, but ‘Home Page’ still showed £50 charge. Accessed account via web page and nothing changes. Called EE twice and was told charge not showing on account (it is on mine via web); yesterday had a ‘thanks for paying charge via DD…’ which is due tomorrow. Does anyone at EE know what is going on?

Re: New Joiner

ArrellBee — Fri, 30 Jun 2023 08:37:35 GMT

Not boring at all, I'm beginning to, no not beginning, am now convinced that EE are a disgrace to the COMS business. I've been round and round in circles for days trying to cancel a contract which I already cancelled weeks ago. I will try again today. Wish me luck.

Re: New Joiner

James_B — Fri, 30 Jun 2023 08:46:47 GMT

Hi @Peterkevinmccan,

If your first bill was produced before the refund was processed, the refunded amount will be credited to your second bill.

If you're unsure if this is the case, our Customer Care Team will be happy to check.

James

Re: New Joiner

MJC030 — Fri, 30 Jun 2023 09:06:07 GMT

So to be fair to EE, number has been changed £44 refunded to my bank account but still no real reason why this happen. I am keeping my complaint open just so as EE can investigate further why this easy transfer from Plusnet to EE has been so protracted. I convinced a 90 year old friend of mine who was with plusnet to accept the EE deal. I did it for him with exactly the same results therefore I raised a complaint for him. I will await formal responses from EE before I assist my 93 year old Plusnet friend from transferring. I am sure EE are a good company but something in the transfer process has gone seriously wrong.

Re: New Joiner

MJC030 — Fri, 30 Jun 2023 09:10:10 GMT

Thanks James I have tried on at least 3 occasions to speak on the phone but no joy I have been sent a rapiddee link about 4 times they don’t seem to work on my old iPhone probably my fault as it’s a S5, should be in a museum I think. The complaint has been raised and EE have my number email and account I am sure they will get in touch when they have investigated further and discovered why this easy process is for some reason so protracted.

Re: New Joiner

Peterkevinmccan — Fri, 30 Jun 2023 10:15:17 GMT

Timeline… promised refund, refund confirmed, no change to online account, notified charge remaining and subsequently mobile bill paid! Why am I being told and promised one thing by EE but it appears not to have been acted upon. Unable to access my mobile account!

[Mod edit: Image rejected due to it containing personal information.]

Re: New Joiner

MJC030 — Fri, 30 Jun 2023 09:18:01 GMT

Good luck

Re: New Joiner

MJC030 — Fri, 30 Jun 2023 09:23:04 GMT

I think I will wait and see what happens Monday as I assume if they are going to draw the Direct Debit then it will be then as the 1 July is a Saturday. Hopefully we won’t be charged anything for this month as my £44 rebate means £6 has already been paid. It took 3 days for rebate to show in my bank account so fingers crossed yours may show before the close of today.

Re: New Joiner

Peterkevinmccan — Fri, 30 Jun 2023 10:19:28 GMT

Thanks. This is a 30-day SIM just to keep in touch with family/friends and I usually use either iMessage, WhatsApp and/or Wi-Fi calls. However, no sign/mention of this supposed £50 deposit when I moved from, and via PlusNet. Promised numerous times that this charge had been removed, with evidence to back up however, limited access via EE app indicates otherwise. It isn’t the amount that’s an issue; though as this is the least expensive of the 30-day EE SIM only options, it may indeed be an issue for some. For me, it is a matter of principle - it should be a ‘headline’ T&C… if indeed it IS in the T&Cs - thought it was just me affected, but seems it could be many more. Nothing yet debited from bank account, so I wait and see, giving EE benefit of the doubt for moment. If charge hasn’t been deducted great - but this is a huge COMMUNICATION company - what does it say about EE if their on line systems don’t reflect actions taken by their agents? What if their agents are being ‘liberal’ with the truth and are telling customers ‘what they think the customer wants to hear’ knowing something is different on the EE billing system?

Re: New Joiner

Peterkevinmccan — Fri, 30 Jun 2023 10:24:59 GMT

Re my earlier post. I had uploaded photos of conversations with EE agents - I have been advised that I am not allowed to upload photos, personal information or ‘chats’ with EE agents - I was careful to ensure that there was NOTHING on any photos to either identify agents or indeed my own number etc. obviously, potential cause of embarrassment to EE? Perhaps the Regulator won’t have any such issues ?

Re: New Joiner

Peterkevinmccan — Fri, 30 Jun 2023 10:25:44 GMT

What ‘personal’ information?

Re: New Joiner

MJC030 — Fri, 30 Jun 2023 10:31:59 GMT

Exactly well said.

Re: New Joiner

Bilbo-T — Sun, 02 Jul 2023 17:27:04 GMT

My wife an I both transferred to EE from Plusnet, on Plusnet’s advice and have both been hit with the £50 charge. She was told it was a deposit on her phone (the phone was bought outright, elsewhere, and is nothing to do with EE) and I was told it was due to my credit record, which is ridiculous because I have a near-maximum credit score and have never missed a payment for anything. After refusing to accept either of these explanations both issues were escalated to complaints and we were told the charges would be removed immediately, though they still show on the online billing site. In fact they say they are unpaid amounts from a previous bill, which makes it even more stupid. Not at all impressed with EE, the ‘Best network’ claims don’t include customer service.

Re: New Joiner

Peterkevinmccan — Sun, 02 Jul 2023 17:37:22 GMT

With you all the way. I could find nowhere in T&Cs where any mention is made regards taking a £50 deposit for the sake of a £6 (£5 ex VAT) 30-day SIM contract - that’s a 733% mark-up on monthly cost! This seems to be more common than I thought; just why are EE doing this? Perhaps if ALL of those affected make a formal complaint to the regulator, then EE would ensure that if they choose to make a charge, purporting to be a deposit (deposit for what though?) that it is communicated to their potential customers, allowing customers to make an informed decision.