Septembers bill incorrect - unable to view online

[AHarMan2]

Hi all

I was always under the impression mobile services were paid a month in advance ?

My monthly bill is always quite high due to the number of plans and devices for a family of 4.

Bill usually generates the 9th of every month. I have looked Today and despite reducing my bill by £170 in cancelling plans and changing a handset plan to sim only (all of which was completed by end of August), the estimated bill for Sept is higher than last month.

I cant see the bill right now, when I click on view bill it takes me to Augusts, but In my understanding, I would have already paid 9th Aug to 9th Sept in Aug bill, so for each line / device / plan there should be at least a weeks refund then ontop of that, from end of aug to 9th Oct should be charged for new plans etc.

In other words, I agree Augusts bill was correct and that was paid which without any changes would take me through to the 9th Sept.

However, one of my devices which was a device plan was upgraded to sim only on 27th July which would have taken affect end of august. So that should have reduced from £137 to £28 a month.

One of my numbers I cancelled with notice on the 1st August and took affect on 1st Sept.

Lastly a watch plan which was £37 a month was changed to a £5 a month plan.

All changes would have taken affect by the start of Sept.

So how can my bill for Sept be the same if not higher than last month ?

I cant do anything right now but will be on the phone once I can see it. I have never had an issue with EE billing before so its a shame to become aware of an issue like this, but gives me hope its not actually as high as last months.

[Katie_B]

Hi @MC74. 

Thank you so much for providing me with a detailed update. 

I understand how important it is for you to have your phone working whilst being a carer. 

Did the manager provide you with a timescale for a call back?

I would recommend allowing the incident owner to look into this further, should this not be resolved please let me know.

Katie

[AHarMan2]

Sorry to read this @MC74  that really is awful customer service frankly.

To be clear, if you have unlmited minutes and texts, then any 01, 07 or 0345 should be covered. In every single bill prior to this incident I was never charged for those numbers.

If I didnt have unlimited minutes and texts, and i know making a call will take me over my limit then yes fair enough charge me. But this was not the case at all.

I also had the agent ask me if I was abroad at the time which I would have thought on EEs side of things, there system should log somewhere the nearest mast which picked up the call, but I know for sure I was never abroad at the time and even offered the agent evidence to which I was told it was not necessary.

It makes no sense to have out of bundle call charges for these numbers and since the 8th of Sept the issue has not re-occurred either. Its also rude of the agent to make reference to your credit file which legally EE have to provide a correct bill in the first place.

I hope this gets sorted sooner rather than later but yes, you may unfortunately have to chase for daily updates on this.

Also re:

The call handler went off investigating, cam back, he’d never seen this issue before.

Again lately im seeing incidents of call handlers being poorly trained which is a shame. I was lucky in that the agents I spoke to were well aware of this issue but were not sure how to escalate it (again poor training in house I would suggest.)

To be fair ive been with EE a long time and up until now not had any major issues like this, but I do wonder in something as fundamental as billing, why was this not highlighted before real time billing was rolled out ?