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.

[Schockwave · Accepted solution]

Hello @JoeBlue ,

Welcome to the community,

You will have to ring customer service to have this cancelled.

[JoeBlue]

Thanks - I'll do that one day when I have 45-60 minutes to spare 😞

It seems wrong that I can just have a recurring charge added to my account without asking for the add-on, then have to call them to get the add-on I didn't ask for removed!  Now I'm worried what they'll add to my contract next month. 

[SY235]

Did you manage to get itemised billing removed? I'm new to EE and not charged this in first month, but have been in second. It's not an Add On I ever requested...

[Katie_B]

Hi @SY235. 

Welcome to the EE. 

I am sorry to hear you have not requested Itemised Billing and have been charged for this. 

Please give us a call on 150 so our customer care team can put this right for you. 

Katie

[JoeBlue]

<I'm new to EE and not charged this in first month, but have been in second. It's not an Add On I ever requested...>

Yes - but I had to call the customer care team (I used 0800 079 8586).  I called early on Saturday morning and got straight through to someone who removed the itemized billing- which I didn't ask for - and also credited my account for the previous month's charge.

All quite simple but annoying that the customer is charged for something they didn't ask for and is then forced to make a call to get removed.  Ho hum!

[eemmbar]

Snap!  My first bill last month was for the agreed amount and now I am getting £2.50 itemised billing for this month, which I did not ask for!

Cannot get through to anyone to help. Getting very frsutrated.  

[Lesley_W]

Hi @eemmbar 

Welcome to our community.

I'm sorry you've been unable to get in touch to remove your itemised billing. Are you calling 150 from your EE mobile?

Lesley

[JoeBlue]

OK....

The call on Sat 12 Oct only half worked:

+  I got the credit for the itemised billing for last month.

-  I got charged for itemised billing *again* this month, despite being told on 12 Oct that it had been cancelled.

So, another call to the customer care team (0800 079 8586).  I've been told (again) that the itemized billing (which I didn't ask for!) has been removed, and I've had another credit added to my account for this month's itemised billing charge.  I'm told the credit should be applied to next month's bill so I'll be setting a calendar reminder to check.

I'm really quite annoyed that a customer is charged for something they didn't ask for and is then forced to make two calls to get it removed, and get the charges refunded.

[coolerking10]

So far my return to EE has been appalling, the promotion trade-in deal was like getting blood from a stone and is still in progress. Fingers crossed it actual happens.

Just found out that I've got to pay for an itemised bill, never needed to pay for this before. Honestly at this stage I feel that EE are not too be trusted!  Let's hope it improves over the coming 21 months otherwise I'll leave and never return. Hate feeling like I'm conned.

I'll be calling 150 to get the additional charge taken off the account moving forward.

Steve