Why is Apple Music Showing on my Bill?

[RuthES]

I had this a couple of years ago and cancelled it. I have not re-ordered it and do not want it. So, why do I have two instances of it on my bill?

Remove the items, and never add anything unless I specifically ask for it.

[Christopher_G]

Hi @RuthES 

Welcome to the community.

If you give our Customer Care team a call, they'll be able to check your bills and look into why the Apple Music is still showing on your account.

Chris

[RuthES]

No! I should not have to call. I am busy looking after many children. Please take it off my account. This is the second time it has happened. 

Once upon a time, I could have sorted this online via chat—as I did the last time this happened. You are obviously putting profit before customer service. I suggest you sort it or I am leaving; I have been a customer for circa 10 years. Not happy!

[Christopher_G]

The EE Community is designed as a peer-to-peer forum, where users come to help each other, @RuthES, so we don't have access to customer accounts here.

You can still access live chat through the 'help' section of the EE App. I understand how upset you are by this. If you would like to raise a complaint against your account, you can do so by filling in the form on our complaints page. That way, our complaints team will look into this fully and contact you to discuss it further.

It's great that you have been with us for such a long time. I hope you manage to get sorted.

Chris

[RuthES]

I tried, but it was useless. AI gone mad. It asked if I wanted to cancel Apple Music. I want the two items removed from my bill and have it cancelled. It didn't understand.

I guess I will have to pay the £141 exit fee and be done.

[Christopher_G]

Could you try the second option that I posted please, @RuthES?

I'm sure our complaints team will be able to sort this out for you.

Make a complaint - EE

Chris

[RuthES]

I have tried everything except calling. I am still waiting on the app for a human to pick up from the bot—for over an hour now, it says 15 minutes. By the way, the app tells me I can add Apple Music for £10.99 a month. If it is telling me I can add it, it stands to reason that I do not have it now. So, why is it on my bill?

Anyhow, I refuse to call when you are at fault. You have added this to my bill twice when I haven't asked for it, so I feel you are in breach of contract somehow—you have not kept to the agreement I signed up for. I will cancel my DD forthwith and assume the account is closed. I will then follow up with Ofcom, explaining how you have twice added unasked-for products to my account, etc.

All it takes is for someone to grow some balls, take this onboard, and sort it out. None of this "we don't... we can't!!!" bull. 

[Peter_W]

Hi again @RuthES, fingers crossed you'll be able to get this sorted via messaging, as I really understand that you'll want to clear up what's happened and get this resolved.

If this issue did still remain outstanding though, cancelling your direct debit will not help towards getting this sorted, and could lead to further issues down the line should the account fall into arrears. 

Calling will be the quickest way to get in touch, but if this isn't going to be possible then I'd recommend the complaints link that @Christopher_G shared. 

As per our complaints code of practice, this will raise it directly with our complaints team, who will get in touch to help work towards a resolution. 

If you remained unhappy we can issue you with a deadlock letter to take this to the Ombudsman for independent review, but they would always advise that you  need to follow our internal complaints process first. 

Peter