12th oct sent message STOP ROAMING PASS AND YES

[Brendamac1]

And stoll got charged £25 on nov bill

Got a bill for 34 so ill pay 9 as usual

[Northerner · Accepted solution]

Hi @Brendamac1 

Best speaking to EE CS on 150 about this issue.

Thanks 

[chistery]

If you cancelled it during a monthly billing period, you still pay £25 for that month. If your billing date is before the 12th, I'd expect to see a charge on your November bill. However, as @Northerner  says best speak to EE. Just not paying because you think you don't need to may affect your credit report.

[Brendamac1]

My billing date is 23rd nov to pay by 1st Dec 

I paid 25 end of oct as well

Canc roamong 12th oct

And cancelled it again today so 23rd dec bill is 34 minus 25 = 9

[bristolian]

If you can provide screenshotted evidence of attempts to cancel an add-on, which don't feed into billing systems, then you have a good basis for expecting EE-CS to manually make any necessary amendments.

[Brendamac1]

Yes where do i send it

 

 

[bristolian]

There's no access to individual customer accounts here, you need to follow the CS escalation process. Advise the CS agent when you call, that you previously requested cancellation of an add-on and this wasn't actioned - request a complaint is opened, and that should allow for an email address to be provided for screenshots to be sent to.

Having said that, the screenshots you've posted here don't show that happening. You sent STOP ROAMING PASS, and received the "are you sure?" text. You'll need to demonstrate a reply to the effect of "that's been done"

[Brendamac1]

 

[XRaySpeX]

You need to show the STOP ROAMING PASS, the YES response & the confirmation it has been stopped in sequence within a min. or 2 of each other. As posted there's 6 hours between the STOP & YES. That's no evidence.

[Brendamac1]

Yes i remember now that the ans YES or NO

never arrived until them and i replied YES

Obviously 6 hours had passes 

Bizarre that i say

STOP ROAMING PLEASE isnt enouth

And i havd to say YES OR NO as well