Charged twice

[Doubledogdare]

My August bill noted two calls outside my plan, one to the US and one to Ireland. I was charged accordingly.

The estimate for my September bill includes the same two calls (identical times and numbers). Why? I would like them removed from September's bill, please.

[XRaySpeX]

It's only an estimate! You haven't yet been charged for it. Your Sept. bill should be for what you actually used in the previous billing month.

[Leanne_T]

Hi @Doubledogdare 

Thanks for coming to the community 🙂

Can you text BALANCE to 150 does the reply show the charges are due to be applied to the next bill? 

Speak soon. 

Leanne. 

[Doubledogdare]

Hi Leanne

Yes, the reply shows exactly that.

It would probably be easier to sort this out before the September bill becomes active (next week) so that's why I got on the case now. Thanks for your reply . . . 

Steve

[Leanne_T · Accepted solution]

Thanks for confirming @Doubledogdare 

Please call us on 150 and the team will get these charges looked into for you before the bill is produced.

Leanne 🙂

[AHarMan2]

Your account may have been moved to real time billing when the calls were made.

This happened to me between 28th Aug and 8th Sept. Its now sorted with CS but I was charged for calls that should have been taken from my allowance.

As a result 01, 07 and 0345 numbers were billed incorrectly adding a massive £224 to my bill. EE is aware of the issue but everyone should check Sept bill for accuracy and ensure they are being charged correctly.

[Doubledogdare]

Thank you Leanne, I'll do that tomorrow

[Doubledogdare]

Thank you for the advice - I'll speak to customer service tomorrow.