Extra charges

[Lconnery86]

Hi guys. So my child has a second line on my account that I have capped at £0 so he can’t go over at all. It’s always been capped. However ee have allowed him to spend almost £100 on PlayStation via his phone and then decided to double my add on to £70 even though it’s only £35 per month. Surely they can’t do this? I told them I wanted a £0 cap for a reason and they just decided to allow to him to spend so much without even flagging it. Basically my bill has tripled to over £300 this month

[XRaySpeX]

@Lconnery86 : There are some costs that EE doesn't control that the Spend Cap doesn't restrict. Charge to Mobile bill is 1 of them. See How do I set up and manage Spend Cap?

[Northerner]

Hi @Lconnery86 

You'll need to speak to EE CS on 150 about this issue. 

Thanks

[Lconnery86]

That’s ridiculous. I specifically asked if it would restrict everything and got told it would. I wouldn’t have got it otherwise. I’ll be cancelling my phones tomorrow then. Thank you

[XRaySpeX]

Thanks! You're welcome 🙂 ! Glad I could be of assistance & it is now sorted.

[Lconnery86]

Hardly sorted lol. But thanks

[Lconnery86 · Accepted solution]

Ee we’re fab they sorted all the issues, wiped the charges and put the actual cap on that I asked for so this should never happen again. Thank you for the help

[Leanne_T]

Glad to hear you have got this resolved with our customer care team @Lconnery86

Have a lovely day 🙂

Leanne.

[joannacrow]

Hi

I'm having a similar problem with my child spending around £250 in extra charges on apple music etc in the last couple of months. How do I stop this as the spend cap doesnt seem to effect it and I wasnt advised this would be possinle when I added the additional line?

Thank you

[Katie_B]

Hi @joannacrow. 

You can apply a spend cap within your My EE account and set the amount you wish to prevent further charges. 

If there is subscriptions that have been purchased you would need to cancel these direct with the provider. 

Should these just be one of charges for purchases a spend cap will stop the ability to do this in the future. 

Katie