Extra charges

[Nobbyeggchaser]

Apparently I have been receiving Netflix without adverts since March ( even though I have Netflix with ads as part of my package );and they have never billed me for it but now apparently they can go back three months to bill me for something I never asked for or never knew about or I would have cancelled. I rang the helpline but all she kept repeating was that I had received the service and ofcom say they can claim three months so they will. Every time I asked who added it to my package and why I had never been told all she kept repeating I had received the service and therefore had to pay for it and she had therefore answered my questions. Any else had this problem and how did you get them to understand? 

[DarrenDev]

Just to be clear @Nobbyeggchaser - we didn't add anything to your account.  You selected an option, which would have shown the additional charge at the time.

Your broadband price hasn't changed since March, when you changed your broadband package.

[garybs29]

---

@Nobbyeggchaser wrote:

When I was sold the package in the shop I was told it included Netflix. No mention of ads or otherwise. I may have activated something when trying to get it to work on the television but when I received my next bill I would have cancelled it. You can’t change me 3 months for something I didn’t realise I even add or you could add other things all the time! I now see my broadband has for some reason gone up by £10 when I thought it was fixed to the end of the contract. Is this something else you have added without me asking for it ? 

---

You not realising you had it is not a defence here. It was activated your side & you've had it but not been charged for it so they have every right to ask for the 3 months, would you prefer they charged for it all since activation?

[zulu17]

Only observations

Looking at previous community posts  it does seem that other  reported issues with  for example  Netflix Premium upgrade add ons  billing have been reported, example

https://community.ee.co.uk/t5/Contracts-Billing/Billing-update/td-p/1621737

Don't know if that is the same as the Standard with ads to Standard  or a further issue.

Generally I asked AI some questions here

Advise from AI (not always accurate) - 

Is it still reasonable for them to charge you?

Technically, yes, but it depends heavily on the confirmation provided.

1. If the user explicitly clicked "Upgrade for £X extra per month": Even if EE failed to generate the bill immediately, the account holder consented to a paid transaction. A 3-month back-charge remains contractually valid.
2. If the interface was misleading: If the on-screen prompt on the EE TV box made it look like a free selection or part of the activation setup without clearly disclosing the ongoing monthly fee, you have strong grounds to argue a breach of Ofcom rules regarding clear pricing.

Clearly EE are confident that they have a record of the user request for addon upgrade - so any case you have probably falls back to the interface as presented on whatever device/app  was used at the time. 

[ee_user14]

---

@zulu17 wrote:

Only observations

Generally I asked AI some questions here

Advise from AI (not always accurate) - 

---

Have you also asked Bob from Number 6? Or Karen from number 18?

I'm not sure what value asking a bot, has on this situation...

[Nobbyeggchaser]

If I activated it by mistake ( as I obviously did ) and it appeared on my next bill I would have paid it as it was my mistake and then cancelled it. I don’t believe I should have to pay more than 1 month when I was never given the chance to cancel something I didn’t know I was receiving. I would also confirm when I bought the package in the shop I was told it included Netflix but don’t recall being told there were two different options. 

[Nobbyeggchaser]

Thanks , I accept it must have been activated by me in error but would confirm had it appeared on my next bill it would have been paid it and ensured it had been cancelled. 

[DarrenDev]

I understand your situation @Nobbyeggchaser but there's nothing that can be done about it here. Your best option is to try raising as a complaint. 

[Nobbyeggchaser]

Thanks