Over Billing

[Josdi]

When I called the EE customer service in September I specifically asked and told the agent that I would want my contract to start in November as I still had a contract with 3 which runs out after the end of  October. This was agreed by the agent, I got the sim pack right before going on holiday and switched over to EE around the 28/29th of October. I paid my first bill at the start of November.  Another bill came through and when I called to ask why I was having a bill twice what was agreed and the agent I spoke to said the bill I paid earlier was for October. I referred him to the agreement I had with the agent and he said they was nothing he could do, I requested for a transcript of the conversation I had with the agent the first time I called EE, he promised to send it through to my email and it’s been more than a week and I haven’t still seen the transcript and I still have to pay a bill twice what was agreed for a service I didn’t use in the month of October after getting all clarification from the agent when I first spoke to them. 

[XRaySpeX]

When did you receive the SIM? You still have to pay for the contract regardless of whether you use it or not. 

[Josdi]

I got the sim in October just before I left the UK   and this was because I was going to be away from the UK for two weeks between the 14-27th of October . Every details was made clear to the agent but still yet I’ve now been made to pay for two contracts (3 and EE) in the same month of October despite being clear with everything with the agent. Seems more like a rip off to me Expecially with details on customer service and requests aren’t considered or taken into consideration. 

[Rach_H]

Hi @Josdi,

Welcome to the Community!

I can absolutely understand your confusion with this. It does sound like your plan was activated when your SIM arrived, so I'd recommend making a complaint, given you've already called us and not had this resolved, and you were led to believe that your plan would start later.

Rach

[Josdi]

Thank you, I’ve just got off a call with one of the agents and they’ve confirmed my complaint after listening to the first call I made and sorted out the issue now.