topic Re: Extra charges Charge for services outside your plan in Contracts & Billing

Extra charges Charge for services outside your plan

OneInchHospital — Fri, 29 Dec 2023 11:05:22 GMT

Hi,

I have a 38p extra charge on my account, and I have no idea why it has appeared out of nowhere.
My bill is not displaying who the merchant is so how do I find out what this 38p is relating to?

My direct debit has been the same amount every month so having this extra 38p threw my budget plan out the window because not enough was allocated (mountain molehill ).

All I want to know is when I get charged extra who it's going to, and I don't understand why my bill can't reflect this.
Anyone else have any luck with getting merchant names on their bills?

cheers

Elbow

Re: Extra charges Charge for services outside your plan

bristolian — Fri, 29 Dec 2023 11:15:09 GMT

Can you post a picture/screenshot of your bill showing this charge? With any identifiable info redacted.

Only you & EE CS have access to your individual account to view bills, but community users may be able to advise if you can post details of the charges in question.

Re: Extra charges Charge for services outside your plan

XRaySpeX — Fri, 29 Dec 2023 11:55:24 GMT

What is the number in your bill against this charge?

Re: Extra charges Charge for services outside your plan

OneInchHospital — Sat, 30 Dec 2023 12:05:36 GMT

So now when I try to see the extra charge on my phone app I get the old 'we can't load this information' message.

And would you believe it, it is the same on the web version.

Re: Extra charges Charge for services outside your plan

OneInchHospital — Sat, 30 Dec 2023 12:07:09 GMT

I now can't get any info from EE website or the app (see above reply) 😞

Re: Extra charges Charge for services outside your plan

Leanne_T — Sat, 30 Dec 2023 12:57:20 GMT

Hi @OneInchHospital

Thanks for coming to the community.

Can you text BALANCE to 150, does the reply show any extra charges?

Leanne.

Re: Extra charges Charge for services outside your plan

OneInchHospital — Sat, 30 Dec 2023 13:34:16 GMT

Hi Leanne,

@Leanne_T wrote:
Can you text BALANCE to 150, does the reply show any extra charges?
Leanne.

All that does is show the current charges to go onto my next bill.

I have since contacted Support by telephone and they told me it is for a text I sent to opt out of receiving messages from a festival organiser.
I wonder why can't this be on my bill or at least refer to the number that it was connected to so that I don't go around in circles, wasting time trying to find this info out?

cheers

Re: Extra charges Charge for services outside your plan

Leanne_T — Sat, 30 Dec 2023 13:37:04 GMT

The message details should have shown on the bill as a number or description @OneInchHospital

Thanks for letting me know you have the information needed from our mobile guides.

Leanne.