I phone my number for EE (150).
It knows who I am.
I want to find out how much my mobile bill is, so I can pay it. I keep going with option 1 until a branch comes where it offers: 1 - pay the bill, 2 make a bill inquiry etc. I choose option 2 and follow the line which offers "Find out what your balance is"...
This is CLEARLY what I want to do.
I have had one text which told me my balance for my current bill is zero. Luckily I didn't believe it and went through the whole phone call to start again.
Again - I chose the option that clearly offers to tell me the balance on my bill.
THIS is NOT what it seems, and I am now told "It is not possible to get a text with your balance"... YET - they CAN text me "Your CURRENT charges to go onto your NEXT bill are..." (zero in this case). Often a text is sent whether you want it or not; and the text usually is more confusing than useful.
Having been texted that my balance is zero, I could easily have assumed I had paid off my balance, and then found myself suspended in a few days' time, only to have to wait 24 plus hours to get service resumed.
This kind of confusion needs to be cut out; life is tricky enough as it is, without procedural user-query handling mistakes/misleading statements or wording.
As an end user, with the need stated above, it is EXTREMELY FRUSTRATING to be offered obscure non-answers to what seems a BASIC need, which you do NOT -apparently - offer a text solution for.
So - PLEASE change the answer system message to be more clear, AND -if you are not going to tell us our balance - SAY SO.
Otherwise - change this so you CAN tell us our balance. Why you can tell the current balance of charges, yet cannot tell the outstanding balance is a distinction which is NOT CLEAR, and is ILLOGICAL - (to a common sense viewpoint.). This causes CONFUSION, and unecessary wasted time and expense for the user and for your own help line.
