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Unlimited Data Pass - bill query

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Jeannine1
Investigator
Investigator

‎20-08-2023 10:53 PM

Hi, I took out an unlimited data pass on 11th August for £12.49 per month.  However, my bill (dated 20th August) shows the data pass as being £24.98 for the period 11 Aug - 19 Sept.

Is this an error?  Or am I missing something?  I am allowed to cancel this add-on at any time, so can’t see why it’s £24.98.

Any advice appreciated as it came as a bit of a shock!

14 REPLIES 14
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Christopher_G
EE Community Support Team
In response to Smiler1611

‎09-10-2023 06:06 PM

Hi @Smiler1611 

I'm glad to hear that they've resolved this for you. No, it's definitely not a policy, it sounds like it was a mistake with the add-on.

Chris

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Smiler1611
Investigator
Investigator
In response to Christopher_G

‎09-10-2023 06:48 PM

They haven't resolved this - read my message. I will now have to make yet another call to the useless EE customer services.. another hour of my life I won't get back. The number of customers experiencing the same issue indicates that this is a systematic problem. Instead of dismissing and ignoring customer complaints I suggest you escalate this internally so that EE do something about solving the internal problem that clearly exists.

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Christopher_G
EE Community Support Team
In response to Smiler1611

‎09-10-2023 06:52 PM

Did they not explain that the charge would be removed, @Smiler1611? If you have already been charged, the credit would be deducted from a future bill. You're right though, it may be worth calling to double check.

Chris

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Smiler1611
Investigator
Investigator
In response to Christopher_G

‎09-10-2023 06:58 PM

I got through... eventually.  Their systems are down and "their screens are blank". They are unable to help. The usual efficent service.

 

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Jeannine1
Investigator
Investigator
In response to Smiler1611

‎09-10-2023 07:01 PM

Smiler - it took me three lengthy phone calls to eventually get it resolved.  During the first two calls I was repeatedly assured that the issue was sorted and the extra charge would be removed from the next bill - it wasn’t.

On the third call. I was, at last, connected to someone who actually did what he said he was going to do, and removed the charge.  (I think he was actually in the accounts / billing department.)  I could see the problem NEVER be resolved, so I guess I’m lucky that it was resolved (only took about two months!!)

Hope you have some success (and that the EE admins here actually read what contributors write!!)

Jeannine