topic List of call;s made in Contracts & Billing

List of call;s made

JohnMutley551 — Mon, 08 Jul 2024 10:47:40 GMT

How do I make a check of calls made from my mobile, I have trawled through "My Account " and cannot find a link how to obtain a log/list of calls made from my mobile. Anyone out there can advise please.

Re: List of call;s made

Chris_B — Mon, 08 Jul 2024 12:24:27 GMT

@JohnMutley551 If you’re not paying to have itemised billing there is nothing for you to look at on your account. Your phone has a call log for you to look at.

Re: List of call;s made

JohnMutley551 — Tue, 09 Jul 2024 10:03:04 GMT

Thanks for that Chris, I just wanted to check some calls made early June which I have now found via your suggestion of call history on the moby. I was not aware there was a charge by EE for itemised billing, we were previously with BT and that was a free standard service from BT, so will now review my EE contract as I do miss the itemised billing, so will probably leave EE and revert to BT at some time in the future.

Re: List of call;s made

JohnMutley551 — Fri, 27 Sep 2024 13:16:22 GMT

I have raised this subject previously couple on months ago, I actually managed to make contact with a human being on the phone, explained the problem but it has not been resolved.

I am being charged £2.50 per month for itemised billing, but my paper bill arrives, no itemised calls.I go online to check my bill, same thing., I am shown as £2.50 as account charges, but no itemised calls.

I am trawling around my EE account online but there is no reference or link shown as to how to access itemised billing.

Help please

Re: List of call;s made

bristolian — Fri, 27 Sep 2024 13:28:11 GMT

According to your previous posts above, you were not paying for itemised billing in July. Itemisation will only apply from the day it's added and not retrospectively. Are you saying that's not happening?

Re: List of call;s made

Ali_A — Fri, 27 Sep 2024 15:20:30 GMT

Hi @JohnMutley551

Welcome to the EE Community

Having paper billing, itemised billing, or both incurs a £2.50/m charge to the bill.
If your bill is arriving in the post but not showing any itemisation, Customer Service team will be able to update the settings for you.

However Itemisation will only begin from the moment this has been activated. It's not possible to backdate the itemisation.

You can reach Customer Service by calling 150 from your handset and first select option 2, followed by the options for billing services.

Ali

Re: List of call;s made

JohnMutley551 — Mon, 30 Sep 2024 12:53:37 GMT

Thanks for your reply. (Actually, I thought I had replied earlier, memory playing tricks perhaps, Oh the joy of maturing years!)

I have been in touch with a human being few days ago at Customer Services, who confirmed I had been paying for itemised billing since March, and that I had contacted EE in July on the subject and been promised it would be rectified, (it hasn't) so that I would receiving yet another rebate on my bill, and she would email the Teccy Guys, (her words not mine) to resolve the problem.

I could do without the hassle, customers should not have to contact companies to inform them of their inadequate service.

Thank you once again for taking the trouble to help me.

John.

Re: List of call;s made

JohnMutley551 — Mon, 30 Sep 2024 13:00:30 GMT

Hello Ali,

Thank you for taking the trouble to reply.

I have been in contact with Customer Services who have confirmed I have been paying for itemised billing but not receiving the service. She stated she would arrange an appropriate rebate of my charges, and she would contact "The Teccy Guys" her words not mine to resolve the situation.

John.

Re: List of call;s made

Ali_A — Mon, 30 Sep 2024 15:09:53 GMT

@JohnMutley551

You've done the right thing in getting in contact with Customer Service to get to the bottom of this. Once they have fixed the issue and missing details they'll reach out to you again to keep you updated.

Thanks for getting back to us with an update.

Ali

Re: List of call;s made

JohnMutley551 — Mon, 28 Oct 2024 15:18:28 GMT

I could weep! I have today received the October billing, and yet again on page 4 I am charged £2.50 for itemised billing, but no data of calls made/date/time which was free with BT, I wish I could go back to BT, not impressed with EE one iota.

I show my neighbours the bill in case I have may have overlooked something , their advice is break the contract,cut your losses, and leave EE ASAP!

Re: List of call;s made

Peter_W — Tue, 29 Oct 2024 08:13:37 GMT

Good morning @JohnMutley551, thanks for coming back to let us know how you've been getting on here.

I'm really concerned to hear that this still isn't showing as it should be on your bill, especially with how long you've been encountering these issues for too.

When you're looking at the bill, are any calls listed full stop, or is it purely the plan charges?

Also when it was mentioned that this was being raised with the technical team, did you hear any further updates?
Peter

Re: List of call;s made

JohnMutley551 — Wed, 30 Oct 2024 10:43:41 GMT

Hello Peter,

Thanks for taking the trouble to reply, I have never had any details of any calls listed, and no, I have never had a reply back from EE customer services or the "Teccy Guys" to whom I was informed would be contacted.

At the end of the day, every month I am charged £2.50 for itemised billing but have never received said data/information.

Very frustrating, such poor service from EE.

John.

Re: List of call;s made

Alex_H — Wed, 30 Oct 2024 15:29:16 GMT

@JohnMutley551 I am sorry you are still having an issue, I appreciate it will definitely be frustrating as it should be something easy enough to resolve.

Just to double check with your latest bill after speaking to us last time, have you opened/downloaded the PDF of your latest bill and scrolled down to the very last pages, as that is where the itemisation would appear on the actual bill rather than within the charge summary of each number. Just to see if the itemisation may be appearing on the PDF.

Downloading the bill can be done by logging in and going to the Bills and Payments section, on the website you can then just click Download bill. If using the app first click View full mobile bill and then click Download bill.

Alex

Re: List of call;s made

JohnMutley551 — Thu, 31 Oct 2024 14:52:03 GMT

Thank you Alex for your reply.

I have logged into my account following your suggestions and you are correct in your assumption, the itemised calls are there on the pdf download, how strange, why not on my paper bill?
I tried to reply to you with the update but on clicking reply was greeted with a red banner onscreen saying "Sorry, unable to complete the action you requested." So hence my reply via this system, hope it gets through to you.
It now means I have to get access to a printer so my wife and I can sit down and check the list of calls detail. The reason I was prepared to pay the £2.50 for itemised calls was precisely to avoid having to do that. Why can't ee just include the itemised calls with the paper bill I receive, very poor customer service, cannot recommend ee to others.
Thank you so much for your help.
John.

Re: List of call;s made

Alex_H — Thu, 31 Oct 2024 15:13:56 GMT

@JohnMutley551 Thanks for the update, I am glad to hear itemisation does appear on the PDF as it does mean itemisation must be active on the account now. However the paper bill that get sent out should just be a copy of the PDF including itemisation.

Just to be clear, have you received the copy of your latest bill, presumably your October bill. in the post already, the one that online shows itemisation? Or is it just available online but not come in the post yet?

Alex