topic Re: Can a customers spend cap be remove automatically by the system? in Contracts & Billing

Can a customers spend cap be remove automatically by the system?

k-uddin — Fri, 27 Sep 2024 09:58:33 GMT

Hello Good morning,

I have a question if you don’t mind,

Can a customers spend cap be remove automatically by the system?

Kind regards

Re: Can a customers spend cap be remove automatically by the system?

k-uddin — Fri, 27 Sep 2024 10:03:57 GMT

Hello Good morning,

I have a question if you don’t mind, Can a customers spend cap be remove automatically by the system?

Kind regards

Re: Can a customers spend cap be remove automatically by the system?

k-uddin — Fri, 27 Sep 2024 10:06:27 GMT

Hello Good morning,

I have a question if you don’t mind,

Can a customers spend cap be removed automatically by the system?

Kind regards

Re: Can a customers spend cap be remove automatically by the system?

Katie_B — Fri, 27 Sep 2024 10:10:24 GMT

Hi @k-uddin.

If a spend cap has been placed on your account and you wish to remove it, this would need to be done within your online account or by giving us a call.

Katie

Re: Can a customers spend cap be remove automatically by the system?

k-uddin — Fri, 27 Sep 2024 10:16:07 GMT

Hello Good morning,

Can a customers spend cap be remove automatically by the system?

Kind regards

Re: Can a customers spend cap be remove automatically by the system?

k-uddin — Fri, 27 Sep 2024 10:23:50 GMT

Thanks, So even if I breach my spend cap, for example £20 spend cap on my Account, the system wouldn’t automatically change it to an unlimited spend cap.

Re: Can a customers spend cap be remove automatically by the system?

Ali_A — Fri, 27 Sep 2024 10:32:43 GMT

Thanks for joining us on Community @k-uddin

The Spend Cap is not automatically changed by the system.
Any changes are either processed by Customer Service or by the customer using our self serve options.

The easiest way to manage your Spend cap is by texting text SPEND CAP to 150
You can find more details on how to self-serve the on our EE Support page at How do I set up and manage Spend Cap

Ali

Re: Can a customers spend cap be remove automatically by the system?

XRaySpeX — Fri, 27 Sep 2024 10:32:48 GMT

@k-uddin : It is not possible to breach a Spend Cap. You are aware that some charges are not restricted by the Spend Cap?

Re: Can a customers spend cap be remove automatically by the system?

k-uddin — Fri, 27 Sep 2024 11:02:46 GMT

So I can’t breach my spend cap? And my spend cap can’t be removed by the System?

Re: Can a customers spend cap be remove automatically by the system?

XRaySpeX — Fri, 27 Sep 2024 11:09:24 GMT

That's correct!

Re: Can a customers spend cap be remove automatically by the system?

k-uddin — Fri, 27 Sep 2024 11:12:44 GMT

Can you breach your spend limit?
So if I try to make any chargeable activities, they can remove my spend cap?

Re: Can a customers spend cap be remove automatically by the system?

k-uddin — Fri, 27 Sep 2024 11:15:02 GMT

Can you breach your spend limit?
So if I try to make any chargeable activities, they can remove my spend cap?

Re: Can a customers spend cap be remove automatically by the system?

Schockwave — Fri, 27 Sep 2024 12:47:38 GMT

@k-uddin , have you not read what has already been written and the link you were given? EE will not remove the spend cap, that is up to you, and no, you cannot breach the spend limit, you should get a warning.

I would suggest reading this link, it tells you what spend cap controls and which ones are not controlled by the spend cap:

https://ee.co.uk/help/mobile/manage-use/pay-monthly/set-up-and-manage-spend-cap?_gl=1*iqknbu*_gcl_dc*R0NMLjE3MjcxODY1NTkuQ01LZTdxanB2NFlERmRrbEJnQWRVbHNDY2c.*_gcl_au*NTQ0NTc0OTg0LjE3MjQzNDE2NjcuNjk3NzM3ODQ0LjE3MjY2MTcxOTIuMTcyNjYxNzE5Mg..*FPAU*NTQ0NTc0OTg0LjE3MjQzNDE2Njc.*_ga*NzU4MzYwODc2LjE3MjM3MjAxMzA.*_ga_YEXV92BLZ6*MTcyNzQzOTg2My4xMDYuMS4xNzI3NDQxMTEzLjAuMC42Njc5NjQ5MTQ.*_fplc*RGhNQU1VejAzdUxRdGlsS2xpWm1palpqSEdFZXI1RDhYQXIlMkJGYjhGVWclMkYlMkZkRVNlMlV3RWFZaUE4cGh3eUd1QXdKeU1GU1RkcU1ZJTJGWExHUmdSM1VOQlFKWlUzYkJ0TmZTJTJCSVRDRndCb2Rqdm9uS3Fya1ZHOUVkb1Y3TDZiQSUzRCUzRA..

Re: Can a customers spend cap be remove automatically by the system?

k-uddin — Fri, 27 Sep 2024 14:06:03 GMT

Yes, indeed, I have read what’s been said regarding this matter but I was just trying to clarify clearly so I’m not making any assumptions/mistake if you get what I mean.

But that’s what they have exactly done hmm…

but thank you.

Re: Can a customers spend cap be remove automatically by the system?

XRaySpeX — Fri, 27 Sep 2024 14:40:48 GMT

You've been told unambiguously 3 times that spend cap can’t be removed by the System.

Re: Can a customers spend cap be remove automatically by the system?

k-uddin — Fri, 27 Sep 2024 16:43:14 GMT

I have been told When the contract was taken it had £20 spend cap & then the spend cap has been removed.

They say that the spend limit was breached and a text message was sent to say at this time, any chargeable which won’t be charged and won’t be able to go through.

But if I try to make any chargeable activities, the spend cap will be removed. So they removed my spend cap and chargers was made in my account.

So how did this happen?

Re: Can a customers spend cap be remove automatically by the system?

Alex_H — Fri, 27 Sep 2024 17:50:38 GMT

@k-uddin As mentioned the spend cap can only be removed by self serving via your online account or by text, or by calling one of our guides to request the cap is changed.

If you have been charged over your cap it would be either because it is something not covered by the spend cap which @Schockwave provided a link above with what is and what is not covered. Or the cap was amended or removed, but it cannot be done automatically so if you believe this has been done the best bet would be calling one of our guides on 150 would be able to advise how and when the cap was changed.

Alex

Re: Can a customers spend cap be remove automatically by the system?

XRaySpeX — Fri, 27 Sep 2024 20:30:07 GMT

I think you getting confused between charges that can be spend capped & charges that can't (see @Schockwave 's link & I did warn you earlier of these).

I think you may have been charged for a charge that isn't restricted by by the Spend Cap, say purchasing an add-on like data or mins, & because you've been charged outside your Spend Cap limit it may have seemed to you as if your Spend Cap had been breached & automatically removed. But in fact, it hadn't. It's normal & defined operation for Spend Caps when a charge occurs that can't be restricted by the Spend Cap

Re: Can a customers spend cap be remove automatically by the system?

k-uddin — Sat, 28 Sep 2024 08:46:14 GMT

Thank you very much, but I’m not getting confused with anything I’m just clarifying the information I have.

“I had a spend cap of £20” Which they removed because I breached the spend limit. I don’t know what kind of fraudulent system that is to get extra money from the consumer.

I have call recordings from executive complaints team explaining to me, what the system has done and reports that tells me what they have done as I mentioned in the above reply’s.

Re: Can a customers spend cap be remove automatically by the system?

k-uddin — Sat, 28 Sep 2024 08:52:53 GMT

That’s not what’s happened in this scenario, Apparently, I have breached my spend cap limit So any kind of chargeable text message calls or voicemail I send the bar code will be removed from my account.