Shock mobile phone bill - Please help

Anoneemoose

kazwilko wrote: »

Pay monthly 21 (24 months) standard

Sorry, also meant to ask when you got your contract/plan?

grumbler

kazwilko wrote: »

I have an online account with them, would it be on there?

I have no idea. I am not with EE and after this merger they are in mess and it's next to impossible to find the information on old contracts on their new website.

Anoneemoose

kazwilko wrote: »

I have an online account with them, would it be on there?

Your plan details will be but not 100% about the out of allowance charge info. It is in the t&c's though, I believe. Will try and find them.

System

grumbler wrote: »

I have no idea. I am not with EE and after this merger they are in mess and it's next to impossible to find the information on old contracts on their new website.

This is looking really tricky then, plus when you ring up customer services you always get someone that can barely speak English which makes things even harder.

System

Anoneemoose wrote: »

Your plan details will be but not 100% about the out of allowance charge info. It is in the t&c's though, I believe. Will try and find them.

Thank you so much, my head is spinning

JimmyTheWig

kazwilko wrote: »

This is looking really tricky then, plus when you ring up customer services you always get someone that can barely speak English which makes things even harder.

Are you able to deal with them via email?

System

JimmyTheWig wrote: »

Are you able to deal with them via email?

I have sent an email to Olaf Swante. I don't know who else to email!

System

I have asked on the EE forums and this is what I've been told.

Most people's bills should have a £1 a day cap added to prevent exactly these kind of bills. Call customer services and enquire as to why this wasn't on your account and what can be done about it because of this. You should be charged a maximum of £1 per day you used data.

Anoneemoose

So sorry, I forgot to reply. I have had a look but cannot find them either. It does seem shocking you have to pay that amount. Try calling CS again and ask to escalate saying what you've been told about the £1 a day. If the advisor can't/won't help, ask for team leader then manager - or contact the exec office. There'll be an email for them kicking around here somewhere!

Nebulous2

I think their billing is confusing kilobytes with megabytes on some contracts. In other words it is totally borked. I'm within my allowance, so not paying anything but looking at unbilled usage, just to take a couple of random lines:-

volume 7,667.61 Kb base cost £47.80
volume 1,467.76 Kb base cost £9.15

So they are telling me if I was over my contracted amount they would bill £9.15 for less than 1.5 megabytes?

Obviously something badly wrong going on.