EE cannot get my bill right

[trevQPK]

After numerous calls with what I thought would sort out my billing problems since changing from BT BB I still have problems my next bill.  After 6+ calls I thought it would be sorted as the last person I spoke to found out that the DI team (Data Integrity) had not confirmed changes they made to the amounts I should be charged.  They got the BB charge correct but now the TV is still showing £5 more than contracted.  Although refunds of £80 from the last three bills has compensated for the overbilling it looks like I’ll have to call again for yet yet another refund.

[Debbie_G]

Hi @trevQPK.

Thanks for coming to the community.

I'm sorry this hasn't been sorted out, and I understand this will be frustrating.

If you're seeing an extra £5 charge, I'd recommend getting back in touch with our customer support team so this can be checked further and escalated, if needed.

Debbie

[trevQPK]

People need to check their bills.  This months bill is wrong again for me.  Used chat and again they have raised a complaint and assured me it will be OK next bill.  Felt sorry for the first level agent.  Everything is in the hands of DIs again who, in my opinion, need training on how to update the systems properly.  

[Leanne_T]

Hi @trevQPK 

I'm sorry this has not been resolved for you and you've now opened a complaint. 

Please let us know how you get on after your bill next month. 

Leanne. 

[trevQPK]

So how is a complaint investigated.  Current bill just gone back to the incorrect amount. I’ve given EE more than enough chances to correct things so I assume my 24month contract is now broken and I can go elsewhere without penalty?

[Peter_W · Accepted solution]

Hi again @trevQPK 

If you've given our team a call and a complaint has been opened on your account, this should be managed by the Guide that raised it, then if escalated the next person will take this over. 

We can't check over the complaint directly via these forums, but if you get back in touch you can request an update to see where things are at, and if needs be escalate from there. 

If we're unable to agree on a resolution from there, or more than six weeks have passed, the complaint will be placed into deadlock and can then be raised with the Communications Ombudsman for independent review. 

You can find more details on this process overall within our complaints code of practice.

Peter