Extra Charges for calls previously not charged for

[Cerbera]

I've had an account since Feb 2024 for a EE %g Router with unlimited data + 2 SIM cards with unlimited calls and texts.

My usual invoice is for £80. My August invoice suddenly jumped to £170 When Ii checked why I see there are charges for calls to mobiles and landlines I call often but up until now they have been included in my plan.

They are dialing codes 01 (landline uk) and 07 (mobile uk)

Has anyone else see this happen. Calling EE is proving very hard because they just keep telling me it's for numbers not included in my plan but im sure they should be and previously they were. Confused!

[XRaySpeX]

@Cerbera : For which mobile no. were these charges against?

Generally the plan of a SIM in a mobile router does not include calls & texts. Have you been putting it in or swapping it with a mobile phone?

[Cerbera]

Thanks, to be clear the sim on my 5G router works perfectly and isn’t an issue.

We have 2 mobile phones in addition to the 5G router. It’s those mobile phones that are been charged and they each have a SIM card and are on the same plan that includes unlimited calls and text.

[XRaySpeX]

Just a possibility but are you sure the 01 & 07 nos are really in UK. For instance some are in IoM & Channel Isles. These would not be included in allowances.

[AHarMan2]

Yes, if you search my posts it's a known issue where customers are moved to real time billing and charged for calls that should have been covered by their package bundle.

Search for posts by me and you will see my experience in trying to get it resolved.

Mods really need to sticky a post on this.

[AHarMan2]

It's a known issue where customers are moved to real time billing and customer services are aware.

Problem is it's pot luck getting a CS rep who knows how to deal with it.

I was charged £220+ for calls that should have been in my bundle.

You may want to share the info amongst other mods as im sure this will start popping up more frequently 

https://community.ee.co.uk/t5/Contracts-Billing/Septembers-bill-incorrect-unable-to-view-online/td-p...

[Cerbera]

Another bill received for this month. It’s still happening and we’ve had 2 credit notes but neither of them are reflected on the bill so we have a bill for almost £400 this month our regular bill is £80

We just called ee and we’re told it’s still an known ongoing issue but may no be resolved very soon !!!!

So far we’ve been able to cover the direct debits but we’re running out of money!!!!!!

shocking service!!!!

[AHarMan2]

If I do face this again then I'll have to see about leaving. Luckily I'm out of contract and on a monthly rolling sim. If I text BILL to 150 it says extra charges are £0 and the next bill for Oct will be £33.

If I wake up on bill day and find I've been charged for calls that should be part of my allowance then I'm not giving EE another chance. How can a technical company dealing with IT not provide an accurate bill ? absolutely awful. This caused me no end of stress last month.

@Cerbera did you have no indication I take it ? what calls were you charged for ? was it 01, 07 or 03 etc ?

[Cerbera]

As you can imagine we’re checking our online bill via the app regularly, and still see charges for text and calls that are included in our plan. We’ve got unlimited text and call minutes

were been charge for numbers starting 01 and 07

they are calls we make regularly to family etc and previously they weren’t charged for as you’d expect

i understand ee have messed up the billing and appreciate them raising credits and sending them to us in the post but the credits so far have not been sent to us E.g bank payment or reflected on our bills. So they are just going to keep taking the DD as far as o can tell

customer services seem to think we’ve received the money but we’re have great difficultly in explaining we haven’t had the refunds yet

[AHarMan2]

@Cerbera not only to bump this thread, but just to say I have over the weekend written emails off to various news outlets to flag this as a story which we can push back to EE on as well.

Im absolutely shocked at the incompetence of EE to charge someone for calls that should be part of their call allowance. Legally I would have thought EE have to provide an accurate and fair bill and clearly this is not happening.

On-top of that, to say their is no known timeline for issue resolution, and to rely on people to pay the extra charges only to just credit them back is not on. Some people have to budget exactly what things cost, and not everyone can keep £300 to £500 spare for mobile phone overcharging.

If real time billing is the cause then surely the rollout should be halted or reversed. Lets watch this space as im sure this is not the end of the matter.