topic Re: Extra Charges - What on earth is going on at EE??? in Contracts & Billing

Extra Charges - What on earth is going on at EE???

nurturenature — Sat, 10 Jun 2023 14:43:49 GMT

So....last month - extra charges applied for calls not made to Canada? Long conversation to Customer Services. assured a credit would be applied to my account for this month (I pay by direct debit).

This month...extra charges again no credit - a call to South Africa?? I don't even know anyone there let alone be daft enough to use a mobile phone call instead of a WhatsApp call.....

Agent said 'computer can't be wrong'......oh so I'm a liar then! !

Another 30 mins wasted on the Online Chat - who have no record of last months nightmare and promises made to reimburse me. Meanwhile - EE continue to take what they like from my bank account.

Firstly, this is criminal. Secondly, prior to their plans price increase I never had any issues. Whatever they have done as part of that update is causing mayhem, stress and why is nobody listening. I asked for a Manager who apparently also says nothing they can do only have this months account checked (you are missing the point here!!)......utterly disgraceful....utter sham.

Re: Extra Charges - What on earth is going on at EE???

Northerner — Sat, 10 Jun 2023 16:29:26 GMT

Hi @nurturenature

There is no account access on these forums. You'll need to speak to EE CS on 150 about the issue.

You can complain here:

https://ee.co.uk/help/help-new/safety-and-security/protecting-your-information/complaints-code-of-practice

Thanks.

Re: Extra Charges - What on earth is going on at EE???

bristolian — Sat, 10 Jun 2023 17:58:55 GMT

It's not at all uncommon for people to get confused between direct-dialled voice calls and those "calls" which made through apps such as Messenger & co. Those are not dialled or handled (by either a phone or the network) as voice calls, and thus cannot be confused by the billing system.

Re: Extra Charges - What on earth is going on at EE???

fernandocampos — Fri, 28 Jun 2024 16:18:47 GMT

I am having the same issue and they keep saying the call was done from my number, but I don't even have any records of the call. This is ridiculous, they need to refund me as I am being ripped off 😒

Re: Extra Charges - What on earth is going on at EE???

Chris_B — Fri, 28 Jun 2024 19:19:13 GMT

@fernandocampos You need to call customer services then.