Extra Charges

[EmsVS]

Hi Ali,

I'm having the same issues - over charges of £30-40 for months!!

Your website is that rubbish that even trying to load the itemised bill crashes or says service not available now.  

It would be ideal if a customer could just get information quickly from your app but it's a maze of un useful information! Even your service centre 'open at all times' directs you to an EE store.

There are a lot of complaints on this topic. I don't know, it seems like overcharging customers and allowing the to get lost in a vortex  is something you are happy to keep doing!

[Leanne_T · Accepted solution]

Hi there @EmsVS 

Thanks for coming to the community. 

If you log into the EE app and select Manage, Billing you can view the latest bill and charges. 

Or, if this is not loading for you please call us on 150 the team will check the charges and let you know what this is for. They can also help with the online account showing this error message to see what could be causing this to get it sorted.

Leanne.

[LadyZ2828]

I agree with Ali, I myself am being overcharged..

the website it rubbish and half the time does not work and it not give you a full break down..

I have been overcharged for calls I made but which only lasted a few seconds, but charged and extra £20 for it

i Eventually called EE, they sent me a break down of my bill but still can’t tell me which number I contacted and why I was overcharged..

I emailed all my recently call outs, and doesn’t correspond with their dates when I was charged extra, I sen email back asking a manager to call me to explain but  I’m just being ignored. 

I feel you pain Ali, I have multiple overcharges in the last 4 months. 

[LadyZ2828]

That’s a lie, as it does not give you a full breakdown of every call you made / or numbers you contacted ..

[Chris_B]

@LadyZ2828  Do you have itemised billing?  
as for the over charge are you calling a number that charges per minute? If you are even a call of a few seconds will incur a charge of a minute.   

[queryuser444]

I tried texting 150 30 minute ago and the text wouldn't send from ee sim and my other sim. I have the issues with your website also - just trying to pay my bill created so much frustration. EE needs to review the UX of the website when it come to customer satisfaction - I literally dread when  my bill is due, because I have come onto the website to pay it -and it's so ill performent and poor usability - EE needs to bring their UX team for a redesign. It's not like they can't afford with their exorbitant charges they;re putting on people's bills. Almost £1 to send a image over text - with the 5G network now ? these cost a fraction of penny to send - I've been charged over 4 pounds extra on my bill this month and ANOTHER £7 for late payment AGAIN when I   have already requested my bill to be send to me at the end of he month and not on the 9th.  

EE was also  slowly increasing the original contract price each month without just cause. When I challenged them on the price increase they refused to acknowledge it was being done then hung up the phone on me. 

[Chris_B]

@queryuser444 you can change the billing date via your account.  A late payment charge will always happen if you late on payment as per your contract T&Cs.   MMS are chargeable at 79p and these have always been chargeable regardless of what the data connection is 4G or 5G.     Your contract price doesn’t change each month it will only increase as per the yearly price increase.  The bill breakdown shows you what you’re being charged for should you wish to look at it.