Billing and Complaint Procedure

[Andrew1959]

How to quickly get to the correct level of complaint...on an existing 'OPEN' complaint.  I switched to EE from BT.  EE accounting error gave me a £900 bill.  Over a month now, 4 hours of time on over 6 phone calls and still not properly resolved.  Money had finally been refunded but to get to the right level took me an hour today, to be told at Exec level I would get a call back from a different dept - within 72 hrs.  My complaint is now escalating, my mental health is creaking, as 2 previous promised callbacks have not happened.

[vteeproblems]

I was offered £10 compensation which seems paltry for the stress and the time. At minimum wage time I've spent totals at least £50 and that's excluding time spent fretting and worrying!

[AHarMan2]

Im assuming this post is another example of people being charged for calls that should be part of the allowance ?

EE knowingly rolled out/ is rolling out a real time billing system not fit for purpose. Mods and community team on the forums cant really help and EE staff are pot luck if you speak to someone who knows of the issue and can pass you to the right Team.

I highlighted my story to several media site online:

EE UK Overcharges Some Mobile Customers by Hundreds of Pounds - ISPreview UK

EE overcharging customers hundreds of £s on Bills - potential news article for Mark Jackson. | ISPre...

I'm utterly disappointed that people are still being overcharged and wonder if I should now be taking this to OFCOM.

Thankfully my account / billing issues were resolved after 4 weeks and I am now being charged correctly. But this should not happen at all there is no excuse for it. When you make a call you take it for granted the service provider is billing you correctly and, where applicable, calls covered for by your package or plan are taken/made as part of that plan.

I will highlight this thread externally and see if we cant get traction again to highlight the issue to EE.

[Alice1203]

Yes. 
I was dealing with Ashley few weeks ago to merge two separate billings.  Since I was told EE deals with residential customers back in September 2024,  my billing comes from BT and EE even though I was still in contract with BT on bundle package with broadband and TV basic package( that included one year free Netflix)

since EE took over everything went wrong.  I was charged Netflix Premium each month.  My broadband bundle package disappeared and I was charged broadband and TV individually.

The pricing had changed as a result of merging the two  under one new EE account .  BT thought I left the contract and took £447 from my bank account without telling me two weeks ago and I am yet to receive my refund which they agreed was a system error

Please sort this asap

[Chris_B]

@Alice1203  you need to call customer support again.  You should have been refunded within 7-10 days.  

[Alice1203]

Ok will call tomorrow. 
did called the other day the support said it will take two weeks which is absurd