topic estimated next bill completely wrong in Broadband & Landline

estimated next bill completely wrong

MC210 — Fri, 07 Jun 2024 14:38:24 GMT

I moved from BT in April and signed up for package of internet and landline. My contract says my bill each month will be £64.99. I have just paid this month and it is correct but the estimate for July is £194. This is freaking me out.Where has this amount come from. I know it is only an estimate but if this money is taken I will be in trouble.I spoke to a guide who said he would get it fixed but that was over a week ago and it is still the same.I have a contract so how can they estimate over three times what I pay. Has this happened to,anyone else?

Re: estimated next bill completely wrong

Chris_B — Fri, 07 Jun 2024 15:14:47 GMT

@MC210 Not for broadband but for a mobile contact. If I remember correctly it was around £60K excluding Vat. the customer wasn’t charged this amount.
You did the right thing by call customer service but they can’t change what’s already displayed on your account. if your still concerned about this call them again and request a confirmation email stating you’ll not be charged this amount.

Re: estimated next bill completely wrong

MC210 — Fri, 07 Jun 2024 15:47:19 GMT

thank you for your reply.I filled in a complaint form now so will give them a chance to respond.If they don’t I will do as you say.I think they must be making these charges up as they go along.

Re: estimated next bill completely wrong

JimM11 — Fri, 07 Jun 2024 16:06:18 GMT

@MC210 There appears to be a problem in the display of the billing with regards to this estimate, i have the same issue, and billing is due to be done on 24th June and will see it around then, with collection early July, it seems to be compounding without the previous payments not being taken off so may just be first couple of bills until it settles. The final bills do look correct. Will let you know how it goes at that time. HTH

Re: estimated next bill completely wrong

MC210 — Fri, 07 Jun 2024 16:47:08 GMT

my bill is made up on 2nd July with payment taken on10th so I suppose if it is wrong on 2nd I have a few days to sort it.Glad it is not just me though, all very odd.

Re: estimated next bill completely wrong

XRaySpeX — Fri, 07 Jun 2024 17:46:48 GMT

If you're paying by DD the bill for 2nd July will be auto taken anyway. Any correction will appear in Aug. bill.

Re: estimated next bill completely wrong

JimM11 — Fri, 07 Jun 2024 18:07:31 GMT

@XRaySpeX It is just the estimate, that appears to be kind of not correct, looks like a data field not variable, and until you see your bill it is a little off, take mine just copied for example below. £29.99 would be my normal and obvious what i would expect to have out as DD and expect it to correct some time so not worried in the slightest.

This includes your regular monthly charges, one-off and other charges and your usage up till four hours ago.

Broadband package

£89.97

Regular charges

£89.97

Total

£89.97

We'll take your payment on or just after 2 Jul 2024.

Re: estimated next bill completely wrong

XRaySpeX — Fri, 07 Jun 2024 18:18:06 GMT

I know, @JimM11 ! I was talking about the actual bill that comes out on 2nd July, not the estimate that the OP has now, & was warning that if paying by DD there will not be a few days to sort it as OP imagined.

BTW: I have never been given an estimate of next month's bill for BB in advance.

Re: estimated next bill completely wrong

MC210 — Fri, 07 Jun 2024 18:20:42 GMT

Thanks but it is not a little off, it is way way out.Should be £64.99 and estimate says £194. I was with BT for years and never had this kind of problem. Obviously they need their tech guys to sort this out as it can’t be just me who panicked at seeing this.This amount of money is just not there.

there.

Re: estimated next bill completely wrong

JimM11 — Fri, 07 Jun 2024 18:29:17 GMT

@MC210 Would say no more than 2 payment's as an estimate, because when produced your DD is not until a week later, so just saying like mine and yours it is 3 times, so may just be an oops but really wont known for couple of weeks. Follow Chris_B instructions regarding yourself.👍

Re: estimated next bill completely wrong

MC210 — Thu, 13 Jun 2024 13:13:17 GMT

just thought I would update.I had a call from a nice lady in the Executive office.She could not understand the amount of the estimate either and has no idea where the £194 comes from.However she assured me her system is showing the correct estimate and I will only be billed my contracted amount.She has also put that in writing via email and given me a direct phone number so if the bill is wrong in any way I am to phone her direct and she will sort it out before the money leaves my account. Very pleased with her customer service.

Re: estimated next bill completely wrong

JimM11 — Tue, 25 Jun 2024 06:07:58 GMT

@MC210 As promised the bill was produced for 24th and received early hours 25th, correct payment amount and now correct estimate for next payment, both match as expected, Have broadband only so should never really change month-month. HTH

Re: estimated next bill completely wrong

stephen500 — Mon, 26 Aug 2024 22:12:43 GMT

This happened to me today. It is an estimate and if you divide £194 by 3 you will see it comes to £64.99. I am told it is a glitch on the system. My estimate was £153 for Oct and it should be £51.14. Which is as I said 3 times what I should pay. The customer service agent, said it is a glitch and to check back on the date of bill issue, as from his end, he can see £51.14 will be going out. I told the agent, that when the bill is produced and it turns out to be £153, I will ring the bank and have the direct debit stopped or reversed and pay what i should by card, Which is my and your right if a sum of money outside of your contract is requested and you haven't incurred any additional charges (under the direct debit gurantee). I am reasonably confident this is a glitch and when the bill is produced on the statement date it will be £51.14 and yours will be £64.99. as you can see below This estimate is £153.42 and if you divide by 3 it is £51.14, which it should be. They have billed us for a quarter instead of a month. It should correct itself on the bill date. Ring back and ask what they can see from their end is going out from your account on the statement date

Re: estimated next bill completely wrong

JimM11 — Tue, 27 Aug 2024 07:02:01 GMT

@stephen500 Does take about 3 months from the activation date before it all corrects itself.

Re: estimated next bill completely wrong

stephen500 — Tue, 27 Aug 2024 16:12:29 GMT

A bit crazy this. EE surely should have got a handle of this by now, I spoke to customer advisor who said he will. Lot's of customers getting an estimated quartely bill, must scare them to death. It did me. First customer here was june and I am in the same position at the end of August.

Re: estimated next bill completely wrong

MC210 — Tue, 27 Aug 2024 18:14:03 GMT

mine are now correct.I was never charged more than my contracted amount so it was just when we first moved from BT to EE the first estimate was wrong.Cannot fault the lady in the CEOs office, she was very helpful and reassuring.

Re: estimated next bill completely wrong

stephen500 — Tue, 27 Aug 2024 20:45:37 GMT

The third estimate was the incorrect one. Although, in reality as you said, I don't expect it to be my actual bill that is produced. But I wish they would fix it. It must scare the living daylights out of customers and it did me.

Re: estimated next bill completely wrong

AHarMan2 — Mon, 09 Sep 2024 07:22:18 GMT

This has happened to me Today.

I always thought we paid a month in advance ? My monthly bill is always quite high due to the number of plans and devices for a family of 4.

Bill usually generates the 9th of every month. I have looked Today and despite reducing my bill by £170 in cancelling plans and changing a handset plan to sim only (all of which was completed by end of August), the estimated bill for Sept is higher than last month.

I cant see the bill right now, when I click on view bill it takes me to Augusts, but In my understanding, I would have already paid 9th Aug to 9th Sept in Aug bill, so for each line / device / plan there should be at least a weeks refund then ontop of that, from end of aug to 9th Oct should be charged for new plans etc.

Cant do anything right now but will be on the phone once I can see it. I have never had an issue with EE billing before so its a shame to become aware of an issue like this, but gives me hope its not actually as high as last months.

Re: estimated next bill completely wrong

dbubear — Mon, 09 Sep 2024 07:41:31 GMT

Another BT to EE customer, it has taken 3 months to get the correct bill from EE, all in favour of EE of course! , just awaiting September paper bill as I cannot view the bills online due to the problems they are having migrating BT customers across.

i have had the £3 cost of the paper bill for the last 3 months credited back.

They have started a BT to EE migration trial thou, so they’re aware of all the problems, quite if they can fix it is another matter, communication on this would help!