Confusion with Inclusive Extras

[ZestyBlaze]

Hi all,

I'm now reaching the first full calendar payment after purchasing my phone from EE and I've got some confusion over my inclusive extra. My monthly deal with EE is 1 inclusive extra and I chose XBOX Gamepass. After purchasing the phone, I was give a text on the new phone to activate the XBOX and I did, however, I was under the assumption that my monthly payment would include the XBOX Gamepass but my bill says it's charging me an extra £10 for gamepass.

I've gone into my inclusive extras on my account and it also says I have none active currently and that I can choose one so I am very confused. I would not like to pay the £10 but I also can't cancel it because XBOX says I have to manage it through my addons with EE but EE are saying I have none active? What do I do?

Many Regards

Aiden

[Chris_B]

@ZestyBlaze it sounds like you’ve purchased an extra onto your account and you didn’t choose a smart benefit that your contract allows you to have.   You can cancel this via your EE account under add ons then then via smart benefits select the one you want.    You’ll be billed for this add on you choose through as this wasn’t a smart benefit it was an add on.