Being charged twice

[Benji_1996]

I've just noticed today ( should of paid more attention  to it but had lots of other things on my mind) that since taking out the new phone at the start of this year I'm being charged twice a month  at the same ish rate each month. Once on the 4th and again on the 29th, the days do change a little though. I've tried looking on the site to clarify what the payments for but it only sees the 29th payment. Any help from anyone about this?  

[XRaySpeX]

@Benji_1996 : Looks like you've taken out a new contract as well as keeping the old one. Did you mean to upgrade it? 

[Christopher_G]

Hi @Benji_1996

Welcome to the community.

It seems that @XRaySpeX may be right here. It sounds like you may have taken an additional contract rather than upgrading. I would recommend speaking with our Mobile Care team so they can check this and run through your options with you.

Chris

[Benji_1996]

That would be a bit difficult  as I never had a contracted phone with ee before taking this phone out. Or an account  with ee this was the first time I've used them with nothing but problems without spending hours trying to resolve the issue. 

Before this I've just bought phones and then put them on gift gaff and I'm tempted to do that again once this contract is up just wanted to treat myself  but kinda hasn't worked well. 

I have checked the sort code and account number both go to the same place so I know its correct on that part, have just had a brief chat to one of your customers  service  guys on the messaging system  as I'm at work and they only see one of them which is the discounted price. Which is with the number I've got. But can't see the other one.  

Just got to call my bank for them to tell me its going to ee to then try talk to one of you to see if anyone else can fix it. Reminds  me of the original purchase  all over again

[Christopher_G]

Thanks for explaining some more, @Benji_1996.

Please come back here once you've spoken to your bank. We'll do our best to get you in touch with someone from our side who can help.

Chris

[Benji_1996]

I've had a brief chat with nationwide and they are saying both payments are going to ee, I can take it further  with them to dispute the payments but didn't have the time.  Just thought I should respond on here and when I get the time ether call ee or I'll call nationwide  back 

[Christopher_G]

I've sent you a private message looking for some more information, @Benji_1996.

Could you have a look and get back to me please?

Thanks

Chris

[Benji_1996]

@Christopher_G  just replied back to you

[XRaySpeX]

As they are coming out your bank as 2 separate DDs they will be 2 separate a/c's with EE. It's also a coincidence that they've both been active for the same time. It's as if when you took your contract out another separate contract was started on another a/c.

If you look at the unknown transaction you might find an a/c no. in its Reference which might help ID the a/c to EE.

Also ask your bank to dispute & cancel the unknown DD under the DD Guarantee.

[Benji_1996]

Is there any direct numbers to the EE Community Support Team, been sent out a replacement  sim and just wanted to carry on with where I left off with Claire 

Thanks 

Ben