some accounts being charged

[AHarMan2]

Currently an issue with some accounts being charged for 0345 numbers and 07 mobile numbers incorrectly.

Had additional charges of £247 incurred but CS rep told me its due to accounts being moved to real time billing.

I would urge everyone to check they have been charged correctly this month.

[Peter_W]

Thanks for the heads up with this one @AHarMan2.

If any customers find themselves impacted by the extra charges highlighted here, please get in touch with our customer care team, and they'll be happy to take a closer look into things.

Peter

[tonyw100]

I've been overcharged for the last two months now, the first time £450 instead of £140, last month £2932 instead of £140.

After several phone calls to what appears to be an overseas call centre I am getting nowhere. The last call ended with the lady assuring me that someone would contact me in a few days, this has not happened, the only thing I have received is a text saying that the matter is closed.

I have contacted my bank and under the direct debit guarantee scheme the monies have been returned to me, my account is now showing that I am owing EE these amounts. 

It is so frustrating that large companies can act like this!

[tonyw100]

Perhaps customer care would like to get in touch with me, if you call, I will answer.

[AHarMan2]

Hi @tonyw100 

I dont work for EE im just a customer like yourself.

Just to be clear are you being over charged for calls that should be part of your call allowance ?

If so I can flag this for an external contact who wrote an artical on this situation for the media and see if he can flag this via his contacts at EE.

Both Mods and community care reps wont be able to do anything, and as you have found out like the rest of us faced in this situation, EE rep training is non existent.

Im extremely disappointed in EE to see this is still not resolved.

Regards

[tonyw100]

Hi AHarMan2

Yes that is correct, we have 6 phones on our account and it appears that all calls to 07 numbers are being charged outside of our call allowance.

Any assistance would be very very much appreciated.

Regards

Tony

[AHarMan2]

@tonyw100 

I have reached out so hopefully something is done soon. When you pickup the phone to make a call its not unreasonable to expect to be charged correctly.

Clearly this new billing system is not fit for purpose and should have been tested more thoroughly before being rolled out.

[tonyw100]

Good Morning

It seems that you clearly have the ear of someone, credit now applied to account. 

Very apprehensive about the next billing cycle but i guess I shall just have to wait and see!

Thanks and Regards

[AHarMan2]

I can't take the credit here. Thanks goes to Mark Jackson over at ISP review for being able to flag this with his contacts at EE. Allegedly this real time billing issue was fixed in Sept/Oct, and to be fair my bill in Oct was correct. I just wish EE would train their phone reps to recognise the issue and follow the correct procedure.

[tonyw100]

Many thanks to both of you. Isn't it laughable that this route is needed to get a problem like this fixed. How these companies are allowed to act is rather sad really.