I’ve had a similar experience to Spamfree, in that I took out a new SIM only contract last October, saw that my first bill was £10 as expected and then didn’t think any more about it until today when I checked my bills from November to March and saw that I’d been charged an additional £2.50 each month. I then found my way to this forum and realised it’s an ongoing issue. I contacted EE via their chat function and quickly managed to navigate past the AI bot and began chatting with a real live human. I explained the problem and requested a refund/credit of £12.50, only to be told that the operator was only allowed to provide credits up to £5. I said that was unacceptable, and whilst the operator sympathised the only other thing they could do was to offer a free add-on for a month (Xbox pass, additional data or TNT sports) as “a gesture of goodwill”. None of those are any use to me so I repeated my request for a refund/credit, but the operator couldn’t meet that request. I asked my case to be escalated and was told that I should ring 150 (where I suspect I would’ve been expected to go through the whole story again, and possibly still not have got my required solution). I therefore asked the operator to escalate my case to someone else within their team who could help me, and after a few minutes of waiting I was told that a manager had authorised a credit of £12.50 and the Itemised billing address-on had been removed from my account. So, we got there in the end, but it required me to jump through several hoops when, as others have said here, this is surely a known problem and EE really ought to have got their house in order by now to ensure that their customer service operators can authorise refunds/credits without having to refer to their managers.
