Charged for picture messages I didn’t make

[ZimOfBritannia]

Hi there, tried ringing the help line but no use so thought I’d post here. Recently checked my bill and saw it’s shot up from £29 to about £40 because I’m being charged for “picture messages”. Did a quick look and these messages:

- went to numbers not in messages or contacts, never messaged before

- on days I did not send messages

rang the helpline and he initially tried to tell me it was due to emojis (I don’t use emojis anyway but 83p to send an emoji?! [**comment removed by moderator]) and then just said “well what do you want me to do?” when I explained this didn’t match with my phone records. Is there anyway I can EE to stop doing this and reimburse me the money? If not looks like it’s time for a chargeback and switching to a new provider.

Thanks in advance

[Mod edit: Swearing removed as per EE Community Guidelines]

[Schockwave]

Hello @ZimOfBritannia ,

Welcome to the community,

If you sent multiple messages to multiple numbers, at the same time, then that is why you are being charged rather than sending them individ. ually, which would not have incurred as picture message, as sending them to multiple addresses will be seen as picture message.

[bristolian]

Ultimately the conversion from SMS > MMS is a device function, and not a network one. My experience is of Android, I believe Apple is similar, but there will always be an on-screen notification when the content you insert into a text message can't be carried over SMS and thus will trigger an MMS instead.

On Android at least, phones can be configured to send emojis as SMS, but animated GIFs don't work the same way. If you're 100% confident that an item on your bill is not valid, then a billing case can be raised to check the integrity of the billing data either way. However, it must be emphasised that the whole basis for SMS converting to MMS is a phone function and not one driven by the network operator.

[ZimOfBritannia]

Thanks!

Didn’t do this though, it’s always just one number and not one I recognise. I’ve never sent multiple texts and the thing is I’m not actually sending texts on the days it says. 

[ZimOfBritannia]

Appreciate knowing this though frankly it’s pure robbery from EE. Definitely does not mention this on iPhone nor is it ever mentioned by EE. You’re just told you get “unlimited calls and texts”. My phone contract here isn’t with Apple. Likewise when I was rushed into the contract (had just lost my dad in violent circumstances and had to get the contract switched to my name as EE were threatening to cut us off) I asked if there was any sort of cap or limits and was told no, outside of foreign travel and expected costs there, it’s 100% unlimited calls and texts. Again, I don’t really care if this is something the phone does, EE says it can provide unlimited calls and texts, if iOS or Android make that process a bit more difficult, that’s not my problem.

I am absolutely disputing the integrity of these bills, especially now as I’m seeing my data allowance is being shared with a number I have never seen and attempts to get through put me to a dead number message. Sorry but this is really poor form.

[Chris_B]

@ZimOfBritannia  How are you seeing your data is now being shared with a different number?     Does that number show on your EE account?    
have you turned off MMS on your device?    

[bristolian]

If your iPhone doesn't give any on-screen warning of the conversion, then you absolutely have cause for complaint with Apple - and I'd recommend considering an alternative phone next time round if this is causing you concern or upset. I can vouch that Android does give on-screen warnings and also offers a couple of tweaks to enable all emojis over SMS - if Apple can't do that then your issue is with them, not EE or any other network operator.

Just like your "unlimited call" bundle only includes calls to UK landines & mobiles and not international or premium-rate calls, so your text message bundle includes text messages and not multimedia, photo or video messages.

Whilst I sympathise with the loss of your Dad, contract terms are as much the responsibility of the purchaser as they are the seller, and admitting to rushing into any legally-binding contract will cause you some financial loss sooner or later - be it with a telecoms provider or in another sector.

[ZimOfBritannia]

It's on my EE app, mentions I'm sharing it and have something like 92.5gb left and have shared 5gb or so with it. It does show the number yes! Tried ringing it and I got a this number is not available. It wasn't the EE lady though oddly enough so not sure there, either way tried raising a complaint and it got closed 2 minutes later as resolved despite no action being taken 😁

[ZimOfBritannia]

Again it was billed to me as unlimited calls and texts, when I asked if there was anything else I was told there wasn't outside of foreign stuff, ergo I was mis-sold. They actually mentioned the international calls as not being part of it! So it's almost as if they were cherry picking what they told me. I assume you don't work for EE, so I'm not sure why you feel the need to stick up for a multi-million pound corporation when it's pretty blatantly a case of [*redacted] misselling and god knows whatever's going on with the fact I'm being charged for texts I didn't make. Again this isn't Apple's fault either, it's up to EE to clearly set out their conditions, not for Apple to have to account for what scummy UK mobile networks may or may not do.

Whatever the case, when I made a second complaint, I got through to cancellations who have agreed in light of my 'number being compromised' to write off last month's bill and look into an early cancellation with no fee, so looks like I won't have to pay to send emojis anymore 😁

[Mod edit: Language adjusted for tone]

[bristolian]

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@ZimOfBritannia wrote:

I assume you don't work for EE, so I'm not sure why you feel the need to stick up for a multi-million pound corporation

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It's unfortunate that you assume someone not agreeing with all of your points, is automatically "sticking up" for EE.