topic Re: EE bill in Broadband & Landline

EE bill

bats1 — Fri, 10 Jan 2025 16:42:27 GMT

Has anyone else had an issue with their bill saying that it's more than it should because "you've not returned equipment" when you know you have and they know you have? I've contacted them yesterday and they said it was sorted but I've just looked at my bill again and it's exactly the same as it was before I called them.

Re: EE bill

Mustrum — Fri, 10 Jan 2025 16:59:49 GMT

@bats1 it will take more than one day to get your bill changed. Unless you were told otherwise I would expect the change to be reflected in your next bill, not the current one.

Re: EE bill

bats1 — Fri, 10 Jan 2025 17:00:58 GMT

The lady on the phone said it would take about an hour to update though 🤔

Re: EE bill

Mustrum — Fri, 10 Jan 2025 17:03:36 GMT

@bats1 then alas you may need to make another call.

No one on here has account access or knows who you are, so all we can do is pass on any advice we may have.

Hope you get it sorted soon.

Re: EE bill

JimM11 — Fri, 10 Jan 2025 17:20:11 GMT

@bats1 You need to call as soon as you see the bill on your account, then when the advisor say's its all sorted, keep an eye out on the payment which is 7-8 days later, if that does not happen which it can, had it last month with EE it's a start all over the following month, eventually someone will get it right, my case, at least they did not take any payment, but the actual bill has not been corrected, now that may be down to having a further reduced payment next billing cycle, but bill not due for another 14 day's so i just have to wait see what all unfolds then...

With your scenario, it's a pain especially when you have done all that is possible, but the EE system is SO SO slow at getting everything marked up as done and dusted, it appears as just take the money and wait to see how loud and hard the customer complains about it.

Would forget about the hour, i did so morning of 27th Dec, and bill is still not corrected, at least the payment side did happen as nil taken.

Re: EE bill

bats1 — Fri, 10 Jan 2025 17:19:00 GMT

I've called them again and they've said the bill will be higher but they're refunding the difference, I'm really over this now. Since joining EE I've had nothing but issue after issue

Re: EE bill

JimM11 — Fri, 10 Jan 2025 17:26:10 GMT

@bats1 Know and feel the pain, hope it all works out, i was preparing to get the bank to re claim the DD if they did take, and i explained, this is now the third month i have called, same subject, same notes on the system, we just don't understand! not my problem YOU get it sorted it's an EE Issue nothing else this cash cow is drawing a line under it.

Re: EE bill

bats1 — Fri, 10 Jan 2025 17:28:36 GMT

The shops they have are no use as well I went to them first because I'm autistic and it's easier for me to deal with people in person as I have trouble with body language and things but they told me to call the call centre and it's a nightmare because it's very stressful

Re: EE bill

XRaySpeX — Fri, 10 Jan 2025 19:57:48 GMT

Once a bill is issued it cannot be changed. Any correction is not carried out in the bill itself but issued as a credit to the next bill. You won't see it until then. That would have been how the agent would have sorted it.

Re: EE bill

Profile closed — Fri, 10 Jan 2025 20:28:11 GMT

@XRaySpeX

An element of my compo was issued as an immediate cash refund to my payment method.

Why cannot they do that as soon as the inflated bill has been paid? They clearly have that capability.

Seems wrong to have to wait a month till the next bill.

But then, so much of EE is.

Re: EE bill

XRaySpeX — Fri, 10 Jan 2025 22:55:18 GMT

@Profile closed : You can request the refund be repaid to your repayment method instead of being put as credit on your a/c against your next bill. I don't see the OP did that or the EE agent suggested it. Of course to do so you need to be aware of the possibility. Asking for a bill to be corrected leaves it rather open.

Re: EE bill

Profile closed — Fri, 10 Jan 2025 22:57:29 GMT

@XRaySpeX

“Asking for a bill to be corrected leaves it rather open”

True.