topic Re: Charged by ee for Apple Music but is says I don’t have Apple Music on my account in Contracts & Billing

Charged by ee for Apple Music but is says I don’t have Apple Music on my account

Chellexx1986 — Thu, 16 Mar 2023 01:04:34 GMT

I’m being charged for Apple Music but when I text stop it says no active membership I only have 1 account with ee I have been charged the last two months

Re: Charged by ee for Apple Music but is says I don’t have Apple Music on my account

Gareth43 — Thu, 16 Mar 2023 04:52:45 GMT

Hey there you would be better ringing CS up as they will be access your account and see what’s going on.

Re: Charged by ee for Apple Music but is says I don’t have Apple Music on my account

Chris_B — Thu, 16 Mar 2023 07:31:46 GMT

@Chellexx1986 You Apple Music subscription might be paid via your phone bill but your Apple Music subscription could have been take out directly with Apple. Have you look at your subscriptions through your Apple account?

Re: Charged by ee for Apple Music but is says I don’t have Apple Music on my account

Daniip14 — Thu, 16 Mar 2023 07:37:19 GMT

I had this last month and called them to ask why. Like you, I don't have an apple account. They said I did but I argued it and they took the charge off. I havent had a refund but it says my bill for the month is partly paid so waiting to see what comes out in a few days. It is still showing that I have Apple Music so I'm worried it will happen again.

Re: Charged by ee for Apple Music but is says I don’t have Apple Music on my account

Katie_B — Thu, 16 Mar 2023 08:36:52 GMT

Hello @Daniip14.

Welcome to the EE Community.

I am sorry to hear this happened.

Have you ever had Apple Music on your account?

Even the free subscription for 6 months?

Katie

Re: Charged by ee for Apple Music but is says I don’t have Apple Music on my account

Bigstella — Sat, 07 Oct 2023 07:32:07 GMT

My EE contract using an iPhone 13 pro recently expired, the contract had a smart SIM with Apple Music used as the default extra. I took out another EE contract with the same number which also included Apple Music as the preferred option. At this time I upgraded my iPhone to a 15 pro. So far I can use Apple Music but all of my playlists have disappeared and I cannot build new ones. When checking my apple account it says I do not have a subscription with Apple Music even though my EE account says I do. I spent 40 mins with a tech at EE yesterday and even they could not correct it.

Any ideas bar me having to take a 1 hour trip to an apple store to see what the issue is.

Bigstella

Re: Charged by ee for Apple Music but is says I don’t have Apple Music on my account

Leanne_T — Sat, 07 Oct 2023 08:44:14 GMT

Hi @Bigstella

Are you using the same iCloud log in details for Apple Music that you used previously?

Leanne.

Re: Charged by ee for Apple Music but is says I don’t have Apple Music on my account

Bigstella — Sat, 07 Oct 2023 08:47:59 GMT

Yes, the new phone set up was done direct from the old phone. My Apple ID etc are still the same.

Sent from Outlook for iOS<>

Re: Charged by ee for Apple Music but is says I don’t have Apple Music on my account

Leanne_T — Sat, 07 Oct 2023 08:55:51 GMT

Thanks @Bigstella

In this case, please contact Apple to get this looked into as everything should have been the same when you logged in with the same details.

Leanne 🙂

Re: Charged by ee for Apple Music but is says I don’t have Apple Music on my account

Bigstella — Sat, 07 Oct 2023 09:18:59 GMT

I’ll go to their nearest shop Leanne unless you have any contact details for them.

Deano

Sent from Outlook for iOS<>

Re: Charged by ee for Apple Music but is says I don’t have Apple Music on my account

Leanne_T — Sat, 07 Oct 2023 09:20:20 GMT

Hi @Bigstella

Details can be found on the Contact - How to Contact Us - Apple (UK) page.

Leanne 🙂

Re: Charged by ee for Apple Music but is says I don’t have Apple Music on my account

Bigstella — Sat, 07 Oct 2023 12:22:59 GMT

Advised by Apple that there is no Apple Music subscription linked to my number and I am to check with EE that the subscription is linked to the mobile number and my Apple ID

Dean

Sent from Sky Yahoo Mail for iPhone

Re: Charged by ee for Apple Music but is says I don’t have Apple Music on my account

Leanne_T — Sat, 07 Oct 2023 12:24:16 GMT

I see @Bigstella

In this case, please try calling us again on 150 and let the team know this information to see what they can do to help 🙂

Leanne.

Re: Charged by ee for Apple Music but is says I don’t have Apple Music on my account

Bigstella — Sat, 07 Oct 2023 12:27:59 GMT

Leanne,

Can you please tell me which department I need to speak to. There is usually a lot of selections I need to press but with this issue I don’t know which department I need to be talking to.

Dean

Re: Charged by ee for Apple Music but is says I don’t have Apple Music on my account

Leanne_T — Sat, 07 Oct 2023 12:31:31 GMT

Please select the option for technical support @Bigstella

Leanne 🙂

Re: Charged by ee for Apple Music but is says I don’t have Apple Music on my account

Westy231 — Fri, 06 Sep 2024 10:19:12 GMT

I have been having the same issues for months now and always being charged £10.99 a month even though no active subscriptions. Currently trying to get help now with it again and wasting alot of my time on this. I am having to consider leaving EE after years of being with them just to put an end to constantly being overcharged. I have the proof I put stop and no active subscriptions and I get questions every time on customer service and I think they think I’m lying but all I want is to pay the correct bill and not spend forever on customer service

Re: Charged by ee for Apple Music but is says I don’t have Apple Music on my account

Westy231 — Fri, 06 Sep 2024 10:19:44 GMT

I think they must have major issues with their tech and billing if this is happening to multiple customers

Re: Charged by ee for Apple Music but is says I don’t have Apple Music on my account

Katie_B — Fri, 06 Sep 2024 12:38:08 GMT

Hello @Westy231.

Welcome to the community.

Have you tried activating Apple Music with EE as one of your Inclusive Extras or is this an offer for 6 months free?

Katie