topic Re: Unlimited Data Pass - bill query in Contracts & Billing

Unlimited Data Pass - bill query

Jeannine1 — Sun, 20 Aug 2023 21:53:38 GMT

Hi, I took out an unlimited data pass on 11th August for £12.49 per month. However, my bill (dated 20th August) shows the data pass as being £24.98 for the period 11 Aug - 19 Sept.

Is this an error? Or am I missing something? I am allowed to cancel this add-on at any time, so can’t see why it’s £24.98.

Any advice appreciated as it came as a bit of a shock!

Re: Unlimited Data Pass - bill query

EssexBoyEE — Mon, 21 Aug 2023 02:05:28 GMT

£12.49 is exactly half the cost of £24.98, so it looks like you have been offered a 50% Discount for taking out the Add On, could be that your Add On is showing as £24.98 but will only be charged at £12.49 on your Final Bill, either way way keep an eye on it, log in to your MyEE or App and take a Screen Shot of your current Offer just in case it does charge you the Full Price so you can prove your expected Cost to EE if need be.

Re: Unlimited Data Pass - bill query

Jeannine1 — Mon, 21 Aug 2023 05:21:09 GMT

Actually it does look as is I have beeb charged twice, so I will have to call I think and find out! Thanks for your reply though!

Re: Unlimited Data Pass - bill query

Leanne_T — Mon, 21 Aug 2023 07:14:53 GMT

Hi @Jeannine1

Thanks for coming here.

Please do give us a call on 150 and the team will be happy to help you with the data add-on charge 🙂

Leanne.

Re: Unlimited Data Pass - bill query

Jeannine1 — Tue, 22 Aug 2023 06:36:15 GMT

Thanks Leanne, yes I did phone. There should have been a pro rata charge for a part month but I was being charged a full month. Very helpful person sorted it all out!

Re: Unlimited Data Pass - bill query

Leanne_T — Tue, 22 Aug 2023 06:37:28 GMT

Thanks for letting us know @Jeannine1

Leanne 🙂

Re: Unlimited Data Pass - bill query

Jeannine1 — Tue, 05 Sep 2023 22:30:48 GMT

Hi again! No not sorted! Spent ages on phone, but although I was assured that the correct amount would be taken on the due date, it wasn’t. Phoned again. Totally different response and will have to wait for the September bill to see if it has been corrected. All a bit tedious!

Re: Unlimited Data Pass - bill query

Smiler1611 — Tue, 26 Sep 2023 20:12:31 GMT

I have the same issue. A whopping double charge in the first month's bill. What is annoying is that the data pass doesn't appear oin the app or on the website anywhere. Also, it is almost impossible to find the tariffs anywhere. The consumer has no evidence of offer and acceptance and the terms and conditions agreed to. Very poor.

Re: Unlimited Data Pass - bill query

James_B — Wed, 27 Sep 2023 07:16:18 GMT

Hi @Smiler1611,

Welcome to the EE Community. 🙂
I'm sorry to hear there was an error on your bill.

Please get in touch with Customer Care so a member of the team can take a look at it for you.

They'll be happy to help.

James

Re: Unlimited Data Pass - bill query

Smiler1611 — Mon, 09 Oct 2023 14:40:38 GMT

Kept on hold the phone for over 20 minutes and endless menus and being cut off a number of times I eventually get through to a human. They assure me the overcharge will be removed from my bill, but it isn't and the money is taken from my account anyway. Is this a deliberate policy to overcharge customers and hope they either won't notice or just give up trying to get their money back?

Re: Unlimited Data Pass - bill query

Christopher_G — Mon, 09 Oct 2023 17:06:36 GMT

Hi @Smiler1611

I'm glad to hear that they've resolved this for you. No, it's definitely not a policy, it sounds like it was a mistake with the add-on.

Chris

Re: Unlimited Data Pass - bill query

Smiler1611 — Mon, 09 Oct 2023 17:48:00 GMT

They haven't resolved this - read my message. I will now have to make yet another call to the useless EE customer services.. another hour of my life I won't get back. The number of customers experiencing the same issue indicates that this is a systematic problem. Instead of dismissing and ignoring customer complaints I suggest you escalate this internally so that EE do something about solving the internal problem that clearly exists.

Re: Unlimited Data Pass - bill query

Christopher_G — Mon, 09 Oct 2023 17:52:36 GMT

Did they not explain that the charge would be removed, @Smiler1611? If you have already been charged, the credit would be deducted from a future bill. You're right though, it may be worth calling to double check.

Chris

Re: Unlimited Data Pass - bill query

Smiler1611 — Mon, 09 Oct 2023 17:58:16 GMT

I got through... eventually. Their systems are down and "their screens are blank". They are unable to help. The usual efficent service.

Re: Unlimited Data Pass - bill query

Jeannine1 — Mon, 09 Oct 2023 18:01:45 GMT

Smiler - it took me three lengthy phone calls to eventually get it resolved. During the first two calls I was repeatedly assured that the issue was sorted and the extra charge would be removed from the next bill - it wasn’t.

On the third call. I was, at last, connected to someone who actually did what he said he was going to do, and removed the charge. (I think he was actually in the accounts / billing department.) I could see the problem NEVER be resolved, so I guess I’m lucky that it was resolved (only took about two months!!)

Hope you have some success (and that the EE admins here actually read what contributors write!!)

Jeannine