I’m been heavily charged £1334 on my first bill??

[jamesryder99]

I recently upgraded earlier this month on live chat i chose iPhone 17 pro max on a standard contact £93.50 month for two years. My number is under my brothers account, so I send him my phone bill amount and he pays it. But when I upgraded it made me my own account with a new number and my first bill was £1334?? I was charged £1301 for the device even though I’m on a monthly contract?? And I don’t want a new number I want to keep my current number, it seems like someone make a mistake as i never asked or wanted to pay for the device I chose standard two year contract? So does that mean I’ve paid for the phone and paid it off?  I want a refund so how can this be resolved?  I’ve already spoken to an ee employee on the phone and live chat for didn’t get anywhere.

---

[Northerner]

Hi @jamesryder99 

Your bill will provide a breakdown. 

There is no customer account access on these forums and I am afraid you'll need to speak to EE CS on 150 again about this issue.

If you are within 14 days you can cancel.

Thanks 

[bristolian]

If you changed to a higher-priced plan partway through your billing cycle, then you will have pro-rata charges - your bill will show all the relevant dates and this should be reasonably obvious.

When you say you "didn't get anywhere" with CS, can you elaborate? They have access to your individual account which this forum does not.

[Ali_A · Accepted solution]

Hi @jamesryder99 

When a monthly contract with a device is started, the first bill usually shows the total upfront cost of the device, along with a credit to cover part or all of the device cost, which brings your first bill back down to the expected amount. 
(The credit is paid back either through a device finance loan agreement or the monthly price plan on old style device subsidy contracts). 

If your first bill is showing the initial device cost without a corresponding credit, it may be that the credit has been delayed and will show on your second bill, or not yet been applied. 
Either way, please give our Customer Service team a call on 150 from your handset as soon as possible, who can ensure that the credit will show, and that the first bill DirectDebit is not taken in full before the total account balance due is corrected. 

You can find additional information at Understand your first EE mobile bill

Ali 

[Chris_B]

@jamesryder99   You can’t upgrade if it’s not your account only your brother can do this as it’s on his account.    You got a new number because you took out a contract in your name.  You didn’t upgrade.   You now have your own account with a new phone number.  

[jamesryder99]

But I’ve upgraded every two years with no problem and didn’t really need my brother I upgraded myself and it was fine but this time it’s made me my own account