Wrong handset showing in my account resulting in picture messages charges

[Fab9]

Having the exact problem there is an issue according to the online chat I had last night there is nothing that they can do was the response I had 

[Fab9]

Well mine hasn't my allowances haven't reset 

[Chris_B]

@Fab9   Then it’s not your cycle start date.   Don’t assume it’s the same day every month of the 24 month term it does change.  

What does your account say ?  

[Fab9]

Allowances refresh 23rd September it didn't refresh after August 23rd apparently it won't before then 

[Chris_B]

@Fab9   Your allowance reset date isn’t 31 days between cycles it’s 30 days.   If you have been billed then the cycle got reset to start again. 

[Leanne_T]

Hi @Fab9

Thanks for posting. 

Have you been charged for sending picture messages? 

If the wrong phone is showing in your My EE app, this will update for you in due course if you continue to log into the My EE app on the EE network.

Our Mobile Care team have details of which phone you are using, and this won't affect any details within your app or your plan allowance. 

Leanne.

[Fab9]

No I haven't sent any pictures

[Leanne_T]

Thanks @Fab9

Do you have extra charges on your bill? 

Can you provide some extra information on your query?

Thanks 🙂

Leanne. 

[Fab9]

No extra charges so far 

[Leanne_T]

Thanks @Fab9

Can you let me know some further details on your query? 

Leanne.