Incorrect billing after broadband upgrade - being charge old price

[Gus2204]

Hi,

I’m hoping someone can help me clarify and fix a billing issue following my broadband update.

I upgraded my broadband contract on 7th January. The advisor who handled my upgrade told me I would receive a significant loyalty discount because I have been with EE for a long time and also have an EE mobile contract.

However, I’ve noticed the following issues:

1. My monthly bill changed from £40.48 to £34.99. While I understand this is technically a discount, it is not the level of discount that was clearly promised during the upgrade call.

2. I appear to still be charged at the old rate:

   • £40.48 was taken on 8th January (which I understand, as it may have been the final payment under the old contract).

   • On 29th January, the first payment under the new contract (£34.99) was due.

   • However, I was charged £40.48 again on 9th February.

   • I have also received notification that £40.48 will be collected again in March, which suggests I am still being billed at the old rate.

This doesn’t seem correct, as my new contract started on 7th January at £34.99 per month.

Could someone please:

• Review my account and confirm which contract and price I am currently being billed under?

• Correct any overcharges?

• Clarify the discount that was promised at the time of upgrade?

I would appreciate this being looked into as soon as possible, as I don’t want to continue being overcharged.

Thank you in advance for your help.

[XRaySpeX · Accepted solution]

This user discussion forum can have no access to your specific account. You need to raise this with CS.