My phone bill is £1,300 higher than normal this month due to making 9 phone calls to Australia. I mistakenly thought I was on wifi using data as FaceTime calls have never incurred a charge. I received a text from ee to say “your phone useage is higher than usual”, which yes that was true. Then my phone wouldn’t work at all, I had been cut off. I am wondering why the maximum amount of spending reaches as high as it does before it gets stopped? That’s pretty high, my bill is normally £28 a month! I called 150, they were not able to help but said to call back in 3 weeks at the end of my next billing period. He asked why I hadn’t put a spend cap on - I said I tried to do that but it didn’t work! The app is awful, it crashes and comes up with errors, the website is hit and miss too. He tried and he couldn’t apply my spend cap either! I have since tried a few times and still getting the same errors. I am now in Australia (with a roam pass) and I am not able to call 150, 0800 9566000 or 07953 966150 - the voice message says to contact my mobile provider directly. Well aside from writing a letter which will get there in 2 weeks time, there doesn’t seem to be an email address for ee anywhere I can find? I would like to apply the spend cap to my account to stop this from happening in the future and I can’t afford to pay £1300 for this phone bill. I have paid my monthly subscription as normal, I assume I will get a phone call because my bill is unpaid - so perhaps that might be the only way to get to speaking to someone about this. I only hope it’s not in the middle of the night!!
Yes I could use FaceTime on wifi after I was cut off - which is why I assumed voice calls would be included whilst I stayed within wifi, but I know now that is not the case.
The spend cap is there to stop people getting a large bill, I (and ee) are unable to apply the spend cap. Why is the cut off based on such a high amount? Isn’t say £300 more reasonable? This is where they have set the limit over £1,000 +VAT. That is the cost of two of my first cars!!! I clocked this up in a matter of 7 days.
I will have to set up Skype then by the looks of it, thanks for letting me know.
