Unfair Billing

[lv9880]

Shocking billing support, provided incorrect information as your bill estimation system was not working correctly. Also you are charging me for a full month when I have 10 days left on the contract. I'm moving from a £56 contract to £9 sim which you are aware of. Keeping the money for a full month before refunding. If you doing that with everyone you will be making interest on the money you owe me.. this is unacceptable.

[bristolian · Accepted solution]

I'm not sure what you mean by "bill estimation system"?

What you describe is normal service for EE's billing cycle, and most other telcos are the same. Your contract isn't ending, your minimum term is - and you have a priceplan change. You are charged for your current plan up until the point at which you're no longer on it, and the following months bill then has pro-rata credits & debits for the mid-cycle plan change.

[lv9880]

Well your own advisor on the phone mentioned he could see estimated future billing.

My issue is you know the future, you know the price change is happening in the next 10 days. So charge accordingly why over charge an refund, I just don't understand the logic apart from a financial gain of you holding on to funds. Let's be honest if you did this with million customers you'd be quids in.. Yet its the customer who has to wait for you to set the billing out in 4 weeks.

Also what will happen to the data I gift to this number will this be wiped out in 10 days time.

It's all very ambiguous if you ask me.

[bristolian]

I'm not EE staff, just a customer like yourself albeit with some understanding & experience of telecoms billing systems.

Until the actual date of the priceplan change, it is a pending change that could potentially be cancelled - most (if not all) telcos work in the exact same way. All allowances are reset on the billing date, EE has worked this way since double-digit years.

[Chris_B]

@lv9880  As your new price plan is cheaper than your current tariff your last bill will fully cover the new price plan charge for your next bill on your new tariff.   You’ll also get the over payment back on your account to cover further bills until it’s used up.    So that’s about 6 months before you actually pay out of your own bank account for your new tariff.