topic Re: Mutually Agreed Resolution to Billing Complaint (Ref: ID24809706) in Contracts & Billing

Mutually Agreed Resolution to Billing Complaint (Ref: ID24809706)

Reema052022 — Fri, 29 Nov 2024 17:44:29 GMT

Dear EE Customer Service,

For my ongoing complaint regarding an excessive bill I received and the lack of resolution to this matter.

The issue concerns a charge of £130 for a 30-minute call to Japan, which I made in response to a credit card scam. I initially contacted Apple UK, and they transferred my call to Apple Japan without informing me about the cost. This charge is unaffordable for me and is more than the amount lost due to the scam itself.

When I contacted EE about this issue, I was initially offered a 25% reduction on the bill, but this offer was later rescinded. I have tried to resolve this matter with your team multiple times, but I am dissatisfied with the service and the lack of a resolution.

I would prefer to resolve this issue directly with EE in a way that is fair and acceptable for both parties. I kindly request that we find a mutually agreeable solution to this matter. However, if a resolution is not possible, please send me a deadlock letter so I can escalate the complaint to the communication ombudsman.

Complaint (Ref: ID24809706)

Re: Mutually Agreed Resolution to Billing Complaint (Ref: ID24809706)

XRaySpeX — Fri, 29 Nov 2024 17:55:09 GMT

@Reema052022 : This user discussion forum isn't the platform for serving formal notice upon EE. You shall continue the complaints process.

Re: Mutually Agreed Resolution to Billing Complaint (Ref: ID24809706)

Christopher_G — Fri, 29 Nov 2024 18:12:35 GMT

Hi @Reema052022
Welcome to the community.

I'm really sorry to hear that you have a problem with your bill. We don't have access to your account to view your notes here in the community.

A deadlock letter would only be provided by our Complaints Team after following our complaints process. Since you have a complaint reference, it sounds like it's going down the correct route. Have you been contacted by our Complaints Team? If so, they may have sent you an email with information on how to contact them to discuss this further.

Chris