Unfair charges

[1878]

I broke my phone just before the lockdown and put it in to be fixed and the day I should have picked it up everywhere went into lockdown so I was left with a cheap £10 phone that I could only make calls and texts from I couldn't use my data because I couldn't get onto the internet so for the whole of March and April I never used the 6gb of data that I had and only made less than 30 calls and even less texts but still had to pay for this, in my contract it says that fair usage should be in mind which I agree to but should it also work both ways, now this really boggles my mind, apparently I sent 4 texts in March that weren't in my unlimited contract and had to pay for which is fair enough but not when they were all sent at the exact same time as each other but charged for each one, then again in April but there was 6 texts sent at the exact same time and again charged separately, I've called the customer service about this but he couldn't give me a reason for this, I also told him that I am a private carer and not with the NHS, and so I have to buy all my own PPE, ABSOLUTELY nothing against the NHS with this but I have to pay for my PPE and the data that I never used while NHS staff get free unlimited data and all the PPE free, am I just getting old or am I right for bringing this up. What does the community think???.

[James_B]

Hi @1878,

Welcome to the EE Community. 

Once your phone is repaired and ready to send back to you, a member of our team will contact you to arrange sending this to you directly. We have taken all of the phones out of our shops.

Had you received confirmation that your phone was back in the store before they closed?

Thanks

James

[Schockwave]

@1878 , I believe that you do have to pay for each one, even if sent at the same time together, as they count as individual ones, unfortunately.

[1878]

I look forward to that 

[BrendonH]

You are charged for all chargeable texts regardless if they are sent at the same time or not. This is not unfair this is business.

That's like going to a restaurant and telling the waitress bring the main meals out with the starters but as I have had them at the same time you should only charge me for the main meals.

If you break your phone and are stuck with a phone that can't use your data then this isn't a EE issue. You still need to pay for your tariff which includes data because that what you would be using if you hadn't damaged your phone.

[bristolian]

I wonder if it's also possible that the multiple texts sent "at the same time" was a long text message that would have been sent "as one" but charged as multiple individual ones.

[Schockwave]

@bristolian , I thought of that as well, but reading what the OP had written, it sounded like several texts sent to different people, whichever, both are right what you have written and what I have.