topic Re: Unexpected £2.50 charge for Itemised Billing in Contracts & Billing

Unexpected £2.50 charge for Itemised Billing

JoeBlue — Fri, 04 Oct 2024 16:52:01 GMT

I moved to EE last month and was quoted a monthly price for a SIM-only deal. The first month I was charged the quoted amount but this month I've been charged an additional £2.50 for "Itemised Billing". I didn't ask for itemised bills at any stage so I'm really annoyed to see this amount on the bill.

How do I get "Itemised Billing" removed from my mobile contract; there's no option to request this online and the current wait time on the phone seems to be about 45 minutes!! I'd also like the £2.50 charged this month refunded because I didn't ask for itemised bills.

Re: Unexpected £2.50 charge for Itemised Billing

Schockwave — Fri, 04 Oct 2024 17:34:29 GMT

Hello @JoeBlue ,

Welcome to the community,

You will have to ring customer service to have this cancelled.

Re: Unexpected £2.50 charge for Itemised Billing

JoeBlue — Fri, 04 Oct 2024 19:53:38 GMT

Thanks - I'll do that one day when I have 45-60 minutes to spare 😞

It seems wrong that I can just have a recurring charge added to my account without asking for the add-on, then have to call them to get the add-on I didn't ask for removed! Now I'm worried what they'll add to my contract next month.

Re: Unexpected £2.50 charge for Itemised Billing

SY235 — Fri, 11 Oct 2024 23:10:57 GMT

Did you manage to get itemised billing removed? I'm new to EE and not charged this in first month, but have been in second. It's not an Add On I ever requested...

Re: Unexpected £2.50 charge for Itemised Billing

Katie_B — Sat, 12 Oct 2024 06:56:48 GMT

Hi @SY235.

Welcome to the EE.

I am sorry to hear you have not requested Itemised Billing and have been charged for this.

Please give us a call on 150 so our customer care team can put this right for you.

Katie

Re: Unexpected £2.50 charge for Itemised Billing

JoeBlue — Sat, 12 Oct 2024 09:40:36 GMT

<I'm new to EE and not charged this in first month, but have been in second. It's not an Add On I ever requested...>

Yes - but I had to call the customer care team (I used 0800 079 8586). I called early on Saturday morning and got straight through to someone who removed the itemized billing- which I didn't ask for - and also credited my account for the previous month's charge.

All quite simple but annoying that the customer is charged for something they didn't ask for and is then forced to make a call to get removed. Ho hum!

Re: Unexpected £2.50 charge for Itemised Billing

eemmbar — Mon, 28 Oct 2024 17:43:02 GMT

Snap! My first bill last month was for the agreed amount and now I am getting £2.50 itemised billing for this month, which I did not ask for!

Cannot get through to anyone to help. Getting very frsutrated.

Re: Unexpected £2.50 charge for Itemised Billing

Lesley_W — Tue, 29 Oct 2024 09:30:55 GMT

Hi @eemmbar

Welcome to our community.

I'm sorry you've been unable to get in touch to remove your itemised billing. Are you calling 150 from your EE mobile?

Lesley

Re: Unexpected £2.50 charge for Itemised Billing

JoeBlue — Mon, 04 Nov 2024 16:03:39 GMT

OK....

The call on Sat 12 Oct only half worked:

+ I got the credit for the itemised billing for last month.

- I got charged for itemised billing *again* this month, despite being told on 12 Oct that it had been cancelled.

So, another call to the customer care team (0800 079 8586). I've been told (again) that the itemized billing (which I didn't ask for!) has been removed, and I've had another credit added to my account for this month's itemised billing charge. I'm told the credit should be applied to next month's bill so I'll be setting a calendar reminder to check.

I'm really quite annoyed that a customer is charged for something they didn't ask for and is then forced to make two calls to get it removed, and get the charges refunded.

Re: Unexpected £2.50 charge for Itemised Billing

coolerking10 — Sun, 17 Nov 2024 20:34:40 GMT

So far my return to EE has been appalling, the promotion trade-in deal was like getting blood from a stone and is still in progress. Fingers crossed it actual happens.

Just found out that I've got to pay for an itemised bill, never needed to pay for this before. Honestly at this stage I feel that EE are not too be trusted! Let's hope it improves over the coming 21 months otherwise I'll leave and never return. Hate feeling like I'm conned.

I'll be calling 150 to get the additional charge taken off the account moving forward.

Steve

Re: Unexpected £2.50 charge for Itemised Billing

Chris_B — Sun, 17 Nov 2024 21:16:22 GMT

@coolerking10 if you’ve never paid for it before and then you’ve never had itemise billing as itemise billing has always been chargeable.

Re: Unexpected £2.50 charge for Itemised Billing

Lucky1001 — Sat, 28 Dec 2024 13:02:22 GMT

Same thing happened to me. First bill was OK - £10 (December). On MyEE, it said next bill would be £12.50. Rang EE (45 mins call.) Told the reason was "itemised billing" which I hadn't opted for. Was told the charge had been removed. 28th December - looked on MyEE - current bill: still £12.50!! Rang EE again today (sigh - another 40 mins). Was told it has now been removed. I will hold my breath and see...... not too hopeful.

Why is it so HARD, and why do I have to spend my precious time on the $£*%&$ phone to try to sort it? I never asked for itemised billing and wasn't even told about this option and never wanted it. Come on EE, this isn't good enough.

I had no such problems with O2 previously. Only changed from O2 because EE gave me a good deal on Broadband, but only if I took out a SIM contract with them as well. Unhappy.

Re: Unexpected £2.50 charge for Itemised Billing

daw9000 — Sat, 28 Dec 2024 13:14:38 GMT

We also had itemised billing added without requesting this. I wonder how many other users have encountered this? Clever to add it after first bill (second bill) as how many folk notice?

anyway dial 150, request call back and EE will remove it if the help advisor can find out how! Also request a refund, we are told we will get it credited to next bill.
How legal is it to add chargeable services like this without user request? I dont know??

Re: Unexpected £2.50 charge for Itemised Billing

MAMunro — Tue, 21 Jan 2025 13:23:49 GMT

Just found it has happened to me too. When I signed up it wasn't mentioned.

Re: Unexpected £2.50 charge for Itemised Billing

Peter_W — Tue, 21 Jan 2025 15:55:01 GMT

Good afternoon @MAMunro, thanks for taking the time to highlight your experience with this.

Itemised billing is always on an opt-in basis, and you should always be informed of any charges prior to this being activated.

If you reach out to our customer care team, they'll be able to take a closer look into what's happened here.

Peter

Re: Unexpected £2.50 charge for Itemised Billing

MAMunro — Tue, 21 Jan 2025 22:39:19 GMT

Well, that’s very interesting because it was never mentioned when I signed up for the deal. I was told my mobile SIM deal would be £6 per month.
And it seems I’m not the only one who has had that experience…..odd if it’s always an opt in option!!!

Perhaps you need to check with your sales people that they don't automatically add it .......???

Sent from Outlook for iOS<>

Re: Unexpected £2.50 charge for Itemised Billing

Tawno — Mon, 17 Feb 2025 15:48:46 GMT

Yeh had the same thing happen to me, but extra cheeky actually because I specifically requested no itemized billing. Yet there it is added on anyway. not fantastic customer service!

Re: Unexpected £2.50 charge for Itemised Billing

Rach_H — Mon, 17 Feb 2025 17:47:17 GMT

Hi @Tawno,

Welcome to the Community!

Have you reached out to our team so they can get this cancelled, and take a look into this charge?

Rach

Re: Unexpected £2.50 charge for Itemised Billing

JoeBlue — Wed, 19 Feb 2025 15:40:31 GMT

Attention EE Community Support Team

Would somebody please take this further internally and try to find out why people are being tagged for (unrequested) itemised bills when they switch. This should not happen!

EE has a really good name and is trusted by customers. This issue with unwanted extra charges is obviously causing issues - see the above posts on this thread - and people are annoyed when it happens. You should get this fixed as source, so that people who don't ask for itemised billing aren't charged for it.

It's not satisfactory to come on to this forum and tell people how to fix the problem, particularly when the fix means the customer having to make a phone call. Please go the extra distance and find out why your systems are adding charges for itemised billing, and then get it fixed.

Re: Unexpected £2.50 charge for Itemised Billing

Katie_B — Wed, 19 Feb 2025 17:08:25 GMT

Hi @JoeBlue.

Thanks for bringing this to our attention.

This is certainly something we can flag internally for people to look out for, however, as we have no account access to look into the account the quickest way to get this resolved would be by giving us a call.

Katie