EE and BT billing me twice for the same service

[cifuferre]

I signed a contract with BT for broadband service. The day I was supposed to have live service, technical issues... I had to deal with customer services on the phone and signed a new contract with EE. A week later I had the broadband access fixed and... I got an email from EE saying my bill is overdue (and I had already paid one to BT!). So checking my BT account it turns out they never "transferred" my services to EE, I've got 2 live contracts..I'll have to call again tomorrow and get it fixed. But honestly the level of incompetence I'm having to deal with is outstanding.

[JimM11]

@cifuferre It's just one of those computer say's now due, and is always an issue when the go active change over from one to the other does not go smooth, BT Final bill not due until EE go active, but EE always push the envelope so you will have to keep the eye on the billing from them, cross over of billing is inevitable, but BT will refund, and EE will want to take, lot easier when DD for both, then you just have to sort out the problem one. Good luck getting it all explained when you talk with accounts, but do have all the facts lined up, they just don't listen...👍

[cifuferre · Accepted solution]

I contacted BT, good I did because the account was duplicated and active until 2026.

[EDUN]

I can go one better. I had 3 live accounts at once. Firstly, after a call to EE about mobiles, the 'guide' as they now call them, suggested I move my existing EE broadband contract to a BT one as I'll get faster speeds (not true), so I said OK. Then a week later  when I called to tell them they hadn't cancelled the mobile contract that I asked them to do, the guide says that I shouldnt be on a BTbroadband contract as that's just for buisnesses. So he moved me back to EE. So far so strange. Then I get a late payment fee from BT and a warning if I didnt pay, about debt collection agency! Then EE take money out of my account as an early termination fee for £44. Turns out each time the 'guide' moved my service, they created a new additional account. I've spent hours on the phone trying to sort it out and I'm getting there, but honestly, I've never come accross this level of administrative mis-adventure before.