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EE CUSTOMERS BEWARE: £17,000 CHARGE DUE TO THEIR MISTAKES!

NaZiR2020
Established Contributor
Established Contributor

‎22-10-2024 12:50 AM

I’ve been a loyal EE customer for over 7 years, paying an average of £500 a month without ever missing a payment unless EE messed up my bill. Last October, I upgraded 7 of my lines, and my bill shot up to around £1,000 a month. All my numbers had discounts, and EE promised I would keep the same discounts despite the early upgrade, which I paid extra for.

However, for the next 3 months, they removed all of my discounts! After countless calls and back-and-forth, they eventually restored most of the discounts in the third month, but not all. They still haven’t refunded the extra charges they took for those 2-3 months where the discounts were missing. On top of that, because I refused to pay until they corrected everything, they froze my account. In September, they decided to close my account and now claim I owe £17,000!

This is all due to their mistakes, and now I’m stuck with an absurd bill that I shouldn’t be responsible for. Be very cautious when dealing with EE—more often than not, you’ll be connected to people who have no idea what’s going on, and it’s impossible to get things resolved!

#EE #CustomerServiceFail #BillingNightmare #HiddenCharges #LoyaltyNotRewarded #EarlyUpgradeIssues #BeCarefulWithEE #EEProblems

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1 REPLY 1
Peter_W
EE Community Support Team

‎22-10-2024 10:53 AM

Good morning @NaZiR2020.

Welcome back to the EE Community, and thanks for taking the time to share the experience you've had here too. 

It must have come as a fright to see such a high amount charged to you, and I can appreciate why you've felt unhappy with how things were managed regarding your discounts too. 

This is a really tough one, as if there has been any issues with the amount you've been charged, this can definitely be investigated and when necessary refunded back. 

Customers are expected to keep bills up to date though, and if you don't pay on time then this will take the account down a payment support pathway, eventually leading to suspension and finally outright cancellation.

This isn't something that would happen suddenly though, and there would usually need to be several months of missed payments before a cancellation is processed.

I'm keen to make sure we get you put in touch with the teams that are best equipped to help with everything that's happened here, so can I please just confirm if you had a personal account or a business account?
Peter

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