estimated next bill completely wrong

[MC210]

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? 

[MC210]

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.

[JimM11]

@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 

[stephen500]

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

[JimM11]

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

[stephen500]

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.

[MC210]

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.

[stephen500]

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. 

[AHarMan2]

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.

[dbubear]

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!