topic Re: Itemised Billing Charge in Contracts & Billing

Re: Itemised Billing Charge

darkpoet1 — Fri, 29 Dec 2023 13:22:22 GMT

They are thives. I called and chat with them on the app to remove itemise billing three times...three times thye told me it was gone and continue to charge. Now I can't call them because my iphone is decide to die for some reason and there is no way to live chat them.

Re: Re: Itemised Billing Charge

bristolian — Fri, 29 Dec 2023 13:24:35 GMT

You can contact EE CS on 0800 0798586 from any working phone, it doesn't need to be your mobile.

Re: Re: Itemised Billing Charge

TommyGarland — Thu, 11 Apr 2024 08:22:24 GMT

I need to know how to get rid of itemised billing off my bill as I've asked numerous times but they just keep charging it!!

Re: Re: Itemised Billing Charge

Leanne_T — Thu, 11 Apr 2024 09:30:10 GMT

Hi @TommyGarland

I am sorry to hear this has not been cancelled for you.

To remove itemised billing from your account, please call us on 150 and the team will get this sorted for you.

Leanne 🙂

Re: Re: Itemised Billing Charge

InTheUK — Mon, 03 Jun 2024 11:42:03 GMT

Unfortunately, this sounds a really simple solution, but sadly it is never removed - every month the removal is promised, and a blame game ensues 'previous call handler didn't do it' you are put on hold while this call handler speaks with their 'manager' They come back, tell you all okay then you start Groundhog Day once again!
Terrific way for EE to get £30 a year for free by stealing it from their customers ( those that notice of course) remember there are others who are totally oblivious that they are paying!

Re: Re: Itemised Billing Charge

InTheUK — Mon, 03 Jun 2024 11:43:19 GMT

You will NEVER get rid of it, EE will continue to tell you that it is being dealt with but they never will because it is a way of EE getting £30 per year from you.

Re: Re: Itemised Billing Charge

InTheUK — Mon, 03 Jun 2024 11:45:36 GMT

It is easy to contact EE but they do NOT remove this itemised billing - because it is a ay of getting £30 per year from unsuspecting customers. If EE wanted to play fair they should allow their customers to remove it from their on line accounts. Ever thought why there isn't that facility ?? You can do anything and everything else on line but this - the £30 bonus from their customers to EE!

Re: Re: Itemised Billing Charge

InTheUK — Mon, 03 Jun 2024 11:46:41 GMT

Re: Re: Itemised Billing Charge

InTheUK — Mon, 03 Jun 2024 11:47:31 GMT

Re: Re: Itemised Billing Charge

Leanne_T — Mon, 03 Jun 2024 13:14:53 GMT

Hi there @InTheUK

I am very sorry to hear the itemised billing has not been removed, have you called us and spoke to our mobile guides to get this removed?

Leanne.

Re: Re: Itemised Billing Charge

InTheUK — Mon, 03 Jun 2024 15:05:48 GMT

If I had not spoken to a call handler about this problem then I would not expect anyone at EE to have extra sensory perception and know instinctively that I, or any customer for that matter wants itemised billing removed ( especially if they never asked for it in the first place!) .

So, I can certainly assure you that I have spoken with a member of EE customer service team in billing queries , otherwise how would I know that itemised billing was promised to be removed by the call handlers I have spoken with.
All the call handlers have been incredibly nice and helpful, and I had great faith in their promise of removing the itemised billing, but unfortunately, it was not removed as promised - and the money keeps coming out.

I am surprised that as everything is available on ones on line account, from changing package to personal details why EE do not have the added facility of removing a 'service'; that has not been requested, given or wanted by the customer but they are charged for.

Re: Re: Itemised Billing Charge

Leanne_T — Mon, 03 Jun 2024 15:52:48 GMT

Hi there @InTheUK

I am very sorry to hear this and appreciate the feedback to complete this online. To get your account looked into and the previous requests to get the itemised billing removed, please call us again on 150 and our mobile guides will have access to your account to get this sorted for you.

You can also raise a complaint on our Make a complaint (ee.co.uk) page.

Leanne.

Re: Re: Itemised Billing Charge

InTheUK — Mon, 03 Jun 2024 16:14:34 GMT

Hi Leanne

I really do appreciate you prompt response, but it is rather exhausting to keep wasting time calling and explaining the same situation over and again to different individuals to take the call, all who promise to get it sorted out, and none do. I really don't think it is the fault of the call handler, because I assume they are unable to alter or remove anything that takes money from a customer that has not been requested ever by the customer. They are trying their best under restricted circumstances.

Lets face it, one doesn't just make the call and get through immediately to a call handler. There is a large element of wasted time for the customer, pressing buttons, being told how busy everyone is and expect a 15 min wait etc and it I think many people just give up trying ( which is good for EE)
However, I see that (You can also raise a complaint on our Make a complaint (ee.co.uk) page) is given quite a lot in response to unhappy customers, surely if the request of the customer was dealt with correctly at first point of contact ( or even second or third point of contact) there would be no need for it to escalate to a complaint level! This is such a shame that a company as large as EE can't get their act together, and strive to become one of the best ,rather than a company people are warning others not to touch with a bargepole!

Re: Re: Itemised Billing Charge

Leanne_T — Mon, 03 Jun 2024 16:31:19 GMT

Hi @InTheUK

I have sent you a private message for some extra details.

Leanne.

Re: Re: Itemised Billing Charge

Railrover49 — Mon, 16 Sep 2024 19:43:34 GMT

Here we go again!!! I am new to EE and was told how much my bill would be NOTHING about Itemised Billing was mentioned. I was only told it would rise by £1.50 a year until the end of my 2 year contract. Iwish I'd never entered into this, and I will certainly be terminating my contract when it ends. Everybody is probably thinking the same, a right royal rip off! As all are saying another £30 a year on mine, and everybody elses bills. When you think you are getting a good deal, that's what you should be getting. That's what I thought I was paying for. I'm a pensioner of 75 years not a young kid not long out of nappies. Have a little respect and give us what we ask for. A fair deal...I DON'T want Itemised bills so save yourselves some moey by giving us what we dont want!!!

Re: Re: Itemised Billing Charge

Michael_D — Tue, 17 Sep 2024 08:36:26 GMT

Hi @Railrover49 .

Welcome to the community.

The itemised billing would not normally be added as standard, so if it has been added to your bill and is not needed, please get in touch with our billing guides and they can remove it for you.

You can see how to reach the team on our Contact Us page.

Michael

Re: Re: Itemised Billing Charge

milnekenny — Thu, 27 Feb 2025 09:02:28 GMT

Same here i complained 3 times and i am still being charged

Re: Re: Itemised Billing Charge

Rach_H — Thu, 27 Feb 2025 11:04:53 GMT

Hi @milnekenny,

Welcome to the Community!

I'm sorry to hear you're still being charged after you've asked for this to be removed. I'd recommend reaching back out to the team and asking to speak with a manager, so this can be escalated, and they will be able to look into reimbursing you for any overpayment.

Rach