One off charges

[Rob195]

My wife passed away last month so yesterday I had a long chat with someone in Customer Service about cancelling her sim on my account.  She was very sympathetic and compassionate for which I was very appreciative.  She said it was all sorted and that because the bill for July 23 had already been produced I would get a refund of £15 next month.  Imagine my surprise and disappointment when I looked this morning to check.  On the predicted bill for August there was a refund but there was also a one off charge of £36:68!  I spent 20 minutes exchangeing messages this morning with a "guide" who couldnt see the charge and couldnt explain it....his best advice was to wait until I get the actual bill for August 23rd.

Any thoughts anyone?  It seems to me to be at least very insensitive?

Thanks in anticipation

Rob

[Northerner]

Hi @Rob195 

You are best off speaking with EE.

There is no account access on these forums and therefore until the bill is received or you can access online it will be unknown. It could the phone finance charge if separate the tariff or a subscription charge but only EE CS can tell you.

Thanks