Unexpected £2.50 charge for Itemised Billing

[JoeBlue]

I moved to EE last month and was quoted a monthly price for a SIM-only deal.  The first month I was charged the quoted amount but this month I've been charged an additional £2.50 for "Itemised Billing".  I didn't ask for itemised bills at any stage so I'm really annoyed to see this amount on the bill.

How do I get "Itemised Billing" removed from my mobile contract; there's no option to request this online and the current wait time on the phone seems to be about 45 minutes!!  I'd also like the £2.50 charged this month refunded because I didn't ask for itemised bills.

[Chris_B]

@coolerking10   if you’ve never paid for it before and then you’ve never had itemise billing as itemise billing has always been chargeable. 

[Lucky1001]

Same thing happened to me. First bill was OK - £10 (December). On MyEE, it said next bill would be £12.50. Rang EE (45 mins call.) Told the reason was "itemised billing" which I hadn't opted for.  Was told the charge had been removed. 28th December - looked on MyEE - current bill: still £12.50!!  Rang EE again today (sigh - another 40 mins). Was told  it has now been removed. I will hold my breath and see...... not too hopeful.

Why is it so HARD, and why do I have to spend my precious time on the $£*%&$ phone to try to sort it? I never asked for itemised billing and wasn't even told about this option and never wanted it. Come on EE, this isn't good enough.

I had no such problems with O2 previously. Only changed from O2 because EE gave me a good deal on Broadband, but only if I took out a SIM contract with them as well. Unhappy.

[daw9000]

We also had itemised billing added without requesting this. I wonder how many other users have encountered this?  Clever to add it after first bill (second bill) as how many folk notice?

anyway dial 150, request call back and EE will remove it if the help advisor can find out how! Also request a refund, we are told we will get it credited to next bill. 
How legal is it to add chargeable services like this without user request? I dont know?? 

[MAMunro]

Just found it has happened to me too. When I signed up it wasn't mentioned.

[Peter_W]

Good afternoon @MAMunro, thanks for taking the time to highlight your experience with this. 

Itemised billing is always on an opt-in basis, and you should always be informed of any charges prior to this being activated. 

If you reach out to our customer care team, they'll be able to take a closer look into what's happened here.

Peter

[MAMunro]

Well, that’s very interesting because it was never mentioned when I signed up for the deal. I was told my mobile SIM deal would be £6 per month.
And it seems I’m not the only one who has had that experience…..odd if it’s always an opt in option!!!

Perhaps you need to check with your sales people that they don't automatically add it .......???

Sent from Outlook for iOS<>

[Tawno]

Yeh had the same thing happen to me, but extra cheeky actually because I specifically requested no itemized billing. Yet there it is added on anyway. not fantastic customer service! 

[Rach_H]

Hi @Tawno,

Welcome to the Community!

Have you reached out to our team so they can get this cancelled, and take a look into this charge?

Rach

[JoeBlue]

Attention EE Community Support Team

Would somebody please take this further internally and try to find out why people are being tagged for (unrequested)  itemised bills when they switch.  This should not happen!

EE has a really good name and is trusted by customers.  This issue with unwanted extra charges is obviously causing issues - see the above posts on this thread - and people are annoyed when it happens.  You should get this fixed as source, so that people who don't ask for itemised billing aren't charged for it.

It's not satisfactory to come on to this forum and tell people how to fix the problem, particularly when the fix means the customer having to make a phone call.  Please go the extra distance and find out why your systems are adding charges for itemised billing, and then get it fixed.

[Katie_B]

Hi @JoeBlue. 

Thanks for bringing this to our attention. 

This is certainly something we can flag internally for people to look out for, however, as we have no account access to look into the account the quickest way to get this resolved would be by giving us a call. 

Katie