topic Re: Warning! in Contracts & Billing

Warning!

Seandouglas — Mon, 30 Sep 2024 13:33:22 GMT

Just to give the heads up, if a customer assistant tells you that the problem is sorted double check because not always done.
I was told my overcharging was sorted, then discovered that they carried on overcharging me, Took the money from my account and didn’t credit me for the amount until I asked them to do it again.
so basically when they tell you it sorted, follow it up and make sure it has been sorted otherwise it can be quite costly . Ta

Re: Warning!

AHarMan2 — Mon, 30 Sep 2024 16:15:58 GMT

How did you discover this ?

Pretty sure mines been right as if i text BILL to 150 i have £0.00 extra charges for next bill. Also if I login it shows my next expected BILL is the correct amount.

Re: Warning!

Seandouglas — Mon, 30 Sep 2024 16:38:17 GMT

I checked that they hadn’t taken the money as promised but had. Ta

Re: Warning!

AHarMan2 — Mon, 07 Oct 2024 09:00:40 GMT

@Seandouglas

Has this now been resolved ? over the weekend I have written to various media outlets on this as a potential news item, as some people are being overcharged in October now as well because of "real time billing".

Some people are told its a known issue by EE operatives, others are threatened and told they have to pay the extra charges or risk an issue with credit history.

Im compiling a list of threads on the forums and wondered if you are still facing the problem ?

Re: Warning!

Seandouglas — Mon, 07 Oct 2024 10:16:29 GMT

I had to pay the full amount first, then I had credit. it does still show on my bill as owning them over £300 and that’s not being paid so I’m not going stress too much about it as it’s there issue.
Was originally told to cancel the DIRECT Debt by them which I did but it has already gone through so was issued a credit note. Ta

Re: Warning!

marcl59 — Mon, 14 Oct 2024 19:42:00 GMT

Just had the same kind of problem. Spent hours on the phone over my August bill and now they have done exactly the same and overcharged me for my September bill!!

Re: Warning!

AHarMan2 — Mon, 14 Oct 2024 19:55:12 GMT

@marcl59

Apparently its been resolved for all affected customers

EE UK Overcharges Some Mobile Customers by Hundreds of Pounds - ISPreview UK

EE overcharging customers hundreds of £s on Bills - potential news article for Mark Jackson. | ISPreview UK Forum

I've been with EE for a long time but this makes me absolutely furious they would make a change to their billing system which knowingly ripped off customers and charged them for calls which should be part of their bundle calls.

To top it off, you try and call to get it resolved and its pot luck if you get a CS rep who a) knows about the issue and b) knows what to do.

Some reps have even threatened customers if they don't pay for EEs mistake it will affect the customers credit ratings.

Absolutely inexcusable.

Re: Warning!

marcl59 — Tue, 15 Oct 2024 17:00:47 GMT

I am a small business customer and again this month I have been overcharged by £280.00 plus VAT. I am being charged for roaming for UK calls and texts and today was told EE do not know when this will be resolved!! It could be months?

Re: Warning!

Seandouglas — Tue, 15 Oct 2024 17:46:04 GMT

Gets worst. They now are saying they didn’t take my payment but did pay my credit. So I still own them money. So now I owe them £216. I said firstly they made the original mistake. So should not have charged me in the first place. Secondly they paid the credit without checking they had the original payment. So it’s their fault for not checking before sending the credit. Then I had chase them as no came back to saying there was issue.
if they had not made the mistake in the first place we wouldn’t be in this position.
I have put a complaint in about the way I was treated. And will take to ofcom if not resolved satisfactorily. Ta

Re: Warning!

AHarMan2 — Tue, 15 Oct 2024 18:14:19 GMT

I would suggest reaching out to Mark Jackson on the isp review forums (see my thread) and highlight your case to him.