Billing issue

[Scottie2345]

Hi

I have the business full works package, not cheap but it does give me Apple Arcade, TV and Apple music included,

Now after 6 months I am also being charged another £10 for Apple  music again!! this taking my bill to just under a £100, can somebody point me in the direction of assistance as phoning 150 is going nowhere.

Thanks

Richard

[mikeliuk]

When I do a search for "ee business 6 months full works" I see

"""

Business Full Works Plan For iPhone I EE Business
https://business.ee.co.uk/apple-business-zone/full-works-for-iphone
Business Full Works plans come with the EE Lifetime Guarantee and Next-Day Replacement. Rely on business-grade service support – even if the manufacturer’s guarantee has ended. ... After 6 months, membership automatically renews and you’ll be charged £8.33 Ex VAT a month directly through your Apple Account. You can cancel at any time by ...

"""

The link is to https://business.ee.co.uk/apple-business-zone/full-works-for-iphone/

Expand "The legal bit" where all the slippery information is hidden:
After 6 months, membership automatically renews and you’ll be charged £8.33 Ex VAT a month directly through your Apple Account. You can cancel at any time by cancelling your subscription through your Apple device.

[Scottie2345]

My account does say full works 24months, and that is what I  was promised, I was told nothing about 6 months 

Richard

[Chris_B]

@Scottie2345   And it is for the full term of the contract.  It’s in the legal  bit at the bottom of that page.  It’s the full works plan so you should have this included for the term of the contract.  Did you set this up correctly when you setup the services you choose?   This again is explained in the legal bit on how you do that.

[mikeliuk]

Hi @Scottie2345 ,

Unfortunately this is a common thing which I read on this forum that materially important terms are not placed up front, fairly, and in good faith so that all customers who agree to a contract are made aware of the terms.

Instead, materially important terms, stipulations, limitations and additional costs are to all intents and purposes buried so far as certain customers are concerned.

Even when I used a search engine to deliberately look for this hidden charge, it took me many minutes to find it. I only knew it was present by the summary and looked in the search engine's cached version before finding where it was hidden on the live page (having first searched the live page).

One simple thing is not to collapse that section as it's one thing having small print but quite another to actively hide that small print in such a way that a search of the page cannot find that information even when the person is actively looking for the hidden information. 🤓

Edit: are you absolutely certain it is Apple Music you are being double charged for, as that might be a lot easier to fix? 🤓

[mikeliuk]

Hi @Chris_B ,

Are you saying no additional charges kick in after 6 months and all services provided by all associated vendors in the initial 6 months will continue for the full contract length of 24 months at the initial monthly charge without any increases apart from the standard annual increase of a small percentage (e.g. sub 10%)?

That would be great news! 😃

Edit: ironically, the problem may be to do with something called Apple News+

Edit2: although the hidden small print is sufficiently unclear and misleading it could also be something else entirely which the OP is reporting.

Edit3: possibly the user is being charged for something he had no idea was put onto his account?

8: Apple News+ offer for EE customers:

Offer available to consumers and Small Business customers on an EE pay monthly or SIM-only phone plans on a 12 month or more minimum term.

Individual Apple News+ Membership is free for 6 months. One offer per customer.

If you’ve already subscribed to Apple News+ you will not be eligible for six months free, you will only be eligible for 5 months free from the day after your 1 month free period with Apple ends.

After 6 months, membership automatically renews and you’ll be charged £8.33 Ex VAT a month directly through your Apple Account. You can cancel at any time by cancelling your subscription through your Apple device.

[Scottie2345]

Yup definitely Apple Music, the website still suggests that you get it for the term, surely this is misrepresentation.

just to reiterate my statement says full business works and an additional charge for apple streaming, no mention of Arcade or TV

Richard

[mikeliuk]

Presumably you didn't accidentally sign up for the 6 months free version? https://ee.co.uk/smart-benefits/apple-music

I also see an Apple page which might provide guidance. https://support.apple.com/en-gb/HT206984

A review of the setup procedure, as advised above, might be wise.

Edit: if it's Apple billing you the additional amount, it's worth contacting them to clarify in light of the below. I can't think why the provider which shall not be named would be billing you for an included feature/benefit.

• If you've signed up for Apple Music through both your mobile phone service provider and Apple, cancel one of your subscriptions. You can cancel your subscription through Apple on your iPhone or on your Android phone. If you want to cancel your bundled Apple Music subscription, contact your mobile phone service provider.

[Scottie2345]

I have cancelled Apple Music as an add on, hopefully it will still work, may have been added what amounts to twice, time will tell

Richard

[Scottie2345]

Apple Music has now stopped working, this not what I signed up for, hopefully somebody from EE can help me sort it out

Richard