Double Charge?

[gw2610]

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My monthly EE mobile bill is £45.60. On the 1st of July I added a Nintendo switch 2 bundle to my plan which said pay £20 today and then it’s an additional £21 a month on top of my mobile bill which makes it £66.60 a month. On my EE app when I click on manage it says my next monthly direct debit amount will be £86.60. 

I’ve already paid the £20 and it shows that it’s been paid in my payment history so why is it included in the next direct debit amount ??

[ee_user14]

What date is your bill produced each month?

[Chris_S]

Hi @gw2610 

Thanks for getting in touch with us here in the EE Community.

It's understandable that you'd be worried if your bill is different to what you expected it to be.

This is usually down to how EE bills add-ons mid‑billing cycle rather than charging things twice.

When you added the Nintendo Switch bundle on 1 July, a couple of things can happen:

• You may be charged for the rest of the current billing period (from 1 July to your next bill date).
• Plus your next full month in advance.

If the handset charge has been added to your bill, and you have already paid the upfront cost, you'll most likely see a refund on your next bill that is produced.

I'd like to get you some clarity on the situation, so I'd recommend giving us a call so a guide can get access to your account to check.

Chris s

[gw2610]

The 10th of each month is when my phone bill is taken out via direct debit.

[gw2610]

I've just tried calling twice, but it says to ring back tomorrow as your system is experiencing trouble.

[Chris_S]

Thanks for highlighting that @gw2610 

Which number did you call to get through to us, and did you manage to select any options when you got through to our system?

Chris S

[gw2610]

I am going to ring back tomorrow morning. I have until the 10th of this month to get this rectified.

[Chris_S]

Thanks for letting me know @gw2610 

I'm very sorry about the inconvenience.

Please let us know if you have any issues calling in tomorrow.

Chris S