Charged for previous contract that ended rather than new one

[JF01]

Been in contact with ee all day, this is just a note for everyone else, be careful with you contracts. Mine ended on the 14th at midnight and switched to my new one at 3:45 am on the 15th. Conviently EE have charged me for the next month in the gap between my contracts changing. So I now have to pay 102(new cost of old) rather than 14(new cost). When changing contracts I was told that I would not have to pay the old one as it automatically which switch to new contract. Hence why I stayed, had I known I would have to pay this then I would of left. 

EE gave me 2 options for this. Either cancel direct debit and refuse to pay and they'll update it. Which would negativity effect my credit score for something that is there fault and not mine. Or pay the amount now and it'll come of next month. I can't really afford to pay it now and due to this I highly doubt that my fee next month will be -74, which is what it should end up being if they are telling the truth. 

So just a note for everyone, be careful as they will try to take money from you when it is their system that needs changing 

[bristolian]

If you call into CS, price-plans are normally updated immediately, providing you're outside the minimum term.

Requests made via online or self-service methods may take a couple of days.

In either case, once a bill has been generated, it can't be un-produced. Charges can be altered during a billing month on a pro-rata basis.

[Chris_B]

@JF01  Why did you wait till the last day you don’t gain a thing by doing, upgrading before the last day the new contract would have replaced the old contract and you’ll only of got part charges of the old contract/new contract.    Until the new contract starts your still on the old contract so got bill accordingly.    You’ll be refunded and difference back on the next billing date. 

[Ali_A · Accepted solution]

Hi @JF01 

Your bills are always produced to cover the month ahead. If you change your plan through the month, we automatically make adjustments on the next available bill to refund the old plan and charge the new plan from the date of the change. 

In your case it seems your plan changed right at the start of the month, just after the bill generation cut off date, which is why it still showed the old plan, and at a full month. So automatically your next bill will show a backdated refund of the old plan from date of change and backdated charge of the new plan. 

You can have a look at our Understanding your EE bill after an upgrade page for a worked example of how the billing works. 

As @Chris_B mentioned, the best way to avoid this in the future is to make any changes a couple days before your bill is generated, if possible.

Hope this helps with any confusion! 

Ali