Extra Charges of £5.99

[jasonmorgan370]

I noticed my monthly bill has an "Extra charges - Charges for services outside of your plan" on it for £5.99, but no further information. I haven't used any other or extra services outside of the norm and my cap is set to £0. So what am I being charged for? 

[Schockwave]

@jasonmorgan370 , have you made calls to premium numbers by any chance? Do you have any other payments you make, such as for apps? We would not know, I would suggest speaking to customer services and see if they can shed some light on the matter.

[jasonmorgan370]

Hi there,

I don't make calls and any app related services I have are paid for separately. I only posted on here because I couldn't get through to anyone from customer services and it was suggested I try here.

[Schockwave]

@jasonmorgan370 , if you ring customer service on 150 and then press option 2, you should get through to one of the guides, who can take a look at your billing, we have no idea, we do not have account access and do not know who you are.

[jasonmorgan370]

Thank you for your response. However, I felt your reply here was quite patronizing, particularly given that I've seen similar posts detailing this issue. As I mentioned, I've already tried the standard customer service channels without success and am hoping either a representative monitors this forum and can assist, or that another user who has experienced this specific charge might be able to share their resolution.

[Ali_A]

Hi @jasonmorgan370 

There may be a range of reasons why you have extra charges on your bill, you can find out more on our Why your EE mobile bill might be higher than usual page.

As it's £5.99, its most likely a one-off charge from a 3rd party service provide. 

Don't worry, there is no need to call Customer Service for the information. 

If you have a look at the full PDF of the bill online, it will show you an itemised explanation of the charge. 

Usually it's something like an in-app purchased billed through Apple App store or Google play store, which then shows on your bill. 

Hope this helps! 

Ali 

[jasonmorgan370]

Hi all,

So EE have contacted me and let me know it was a Google Play purchase, but I never made any purchases on Google Play, nothing reflects on my Google Play account either, nor are there any receipts or emails on any of my accounts for it. EE refuses to investigate saying I must take it up with Google Play, which is insane considering this charge only reflects on EE's side and literally nowhere else that pertains to me. Just a note for any curious parties. EE can charge you whatever they like and don't have to do anything about it.

[Ali_A]

@jasonmorgan370 

Thanks for getting back to us with an update. 

If it's a GooglePlay charge, you should be able to go to your Google Play app on your device > click your profile at the top right > Payments and Subscriptions > and finally click on "budget and history". 

This show the list of all purchases that have been made either to Google or 3rd party via Google. 

Let me know how you get on. 

Ali 

[jasonmorgan370]

Yes, I'm aware. EE is not interested regardless.  Please see attached screenshot: 

[Schockwave]

@jasonmorgan370 , you need to take this up with Google, as it is them that would have billed you, so not sure what you expect EE to do, but if Google have inadvertently charged for something that you have no knowledge about, then they need to look into this, not sure why you believe EE should sort this out, I would have thought your first contact Google.