Broadband contract renewal being charged wrong price.

[rolandrat]

Just thought I'd try here to see if any staff can PM me and sort out my issue.

Background.
Been with EE BB for over 2 years (BT before that), on the 1.6Gb package, eventual cost just over £80pm, renewal came along and I was going to knock it on the head as I already have Cityfibre 2.5/2.5 & a Three 5G sim as backup anyway, but they offered me a £60.99 deal on renewal so I thought what the hell go for it. They sent a new router etc (which I dont use) and ive been charged £75 odd for last 2 months when it should be £60.99, ive called 3 times, first 2 they said it would sort itself out in December bill, but it hasnt so I called again and spent 1hr15 or so on a call and I'm not feeling confident that anything is going to be fixed. 

[Michael_D]

Hi @rolandrat 

Thanks for coming to the community.

We don't have access to your account on the community, so it isn't something we'd be able to look into for you.

If you are finding that it is not being corrected when speaking to our guides over the phone, you can raise a complaint online, and our dedicated complaints team will open a case and come back to you to discuss this further.

Michael

[rolandrat]

Cheers Michael_D, I'll leave it now until the new year I think, give it time to see if they do sort it out. Thanks for your reply and Seasons greetings to you.

[Michael_D]

I hope they do sort it for you this time @rolandrat. The complaints option is there should you need it.

Please keep me posted with how it goes.

All the best, and seasons greetings to you as well.

Michael

[chipmunk77]

Hi - was this ever sorted? Exact same thing happened to me, same figures. 

[rolandrat]

I raised the complaint from link above and got a call back within a few days and they sorted it in like 5 mins on phone, had a text saying I had a credit on my account to cover the 2 months overpaid also. Only slight downside is they had to put the renewal contract through again at the correct price, so technically started the contract again at 24 months, doesnt bother me, but might be worth mentioning that if they have to do that to you and you want the original start date.

[chrisjp1]

Maybe I'm being too cynical but I do wonder if this is a try-on, where EE hope you won't notice that you're being charged more than you agreed to. If so, it's a disgraceful practice.