Charge for picture message not sent

ClareE81 · ‎24-11-2025

On my phone bill this month I have a charge for a picture message to a number 010020250100. Not a number I recognise and checking my messages I sent none on the date specified. Google tells me this is a scam number. How can I get EE to refund me and stop it happening again?

Ali_A · ‎21-05-2026

Hi @AAB

When itemisation shows a message was sent to a number beginning 0100 it usually means it was sent to an email address.

This can happen if you're using an iPhone and iMessage is unavailable- your iPhone will automatically default to sending the messages as an SMS or MMS (green bubbles) instead.

If the recipient set their email address as the main contact, the iPhone will convert the message to a Picture Message, as it's not possible to send to an email address through normal SMS.

You can avoid this happening in the settings-
Go to Settings > Apps > Messages > Scroll down to the SMS/MMS section > Toggle Send as SMS to the OFF position.

Ali

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Ritu_D · ‎24-11-2025

Hi @ClareE81

Welcome to the community.

I would recommend Contacting Us to look into this further, usually if there is a charge on the account this means there has been a chargeable activity made from your device, do you recall sending a message at all?

In regards to the number in question, take a look a this information it will give you advise on how to Avoid Scams and how to report anything that you may have concerns about.

Thanks

Ritu

Flowersmum · ‎30-11-2025

I have this same charge on the 24th November too! So odd

did you find the cause of yours?

FrankieMumbles1 · ‎08-01-2026

Me too. What was the answer please?

Rach_H · ‎08-01-2026

Hi @FrankieMumbles1,

Welcome to the Community!

We'd recommend reaching out to our team, and they will be able to look further into this for you.

Rach

Lakky11 · ‎16-01-2026

I’ve just discovered this on my latest bill! Am in the process of querying it.

Lakky11 · ‎16-01-2026

EE solution was to remove the £10 spend cap so I can no longer send picture messsges via SMS - which I very rarely do anyway. They are not able to block the number, and I can’t block it on my phone as it’s never appeared on my phone !

BLUX · ‎03-02-2026

I also have three picture messages to this number on my phone bill. Despite a long winded and fruitless call to the EE customer support team they refuse to refund the £2.79 and suggested I send the number to their 'fraud' team by text to 7726 which I have done. The person I spoke to also reduced the spend cap to zero.

AngeP2 · ‎18-04-2026

I have had 2 messages charged from this number on my account too this month - 010020250100. I have reported to the fraud team as per the message above but if EE know this is a spam number why haven’t they blocked this from happening across all their accounts, it has been a well reported problem since November last year?? I assume there will be no hope of getting my £1.96 refunded, terrible customer service! How can I guarantee that this won’t continue happening?

The-Vicar · ‎23-04-2026

I have the same charge for yesterday & the same number - 010020250100