When will EE cut me off?

caz6caz6

Hi, I'm in dispute with EE over £430 on my June bill. Normal bills are £35, I've always paid on time by direct debit but cancelled my dd because of this error. I've made debit card payments for what my June bill should have been & for my July bill.

They sent me an overdue bill letter, I called and they applied a vote to stop it barring for 30 days. That ran out last weekend & on Wednesday I got another overdue bill letter which I will call about today. Today the bill is 2 months old.

My question though is when will EE cut me off despite my calls?

Dispute has followed their complaints code of practice & is being referred to CICAS today.

gjchester

Caz6caz6 wrote: »

Hi, I'm in dispute with EE over £430 on my June bill. Normal bills are £35, I've always paid on time by direct debit but cancelled my dd because of this error. I've made debit card payments for what my June bill should have been & for my July bill.

They sent me an overdue bill letter, I called and they applied a vote to stop it barring for 30 days. That ran out last weekend & on Wednesday I got another overdue bill letter which I will call about today. Today the bill is 2 months old.

My question though is when will EE cut me off despite my calls?

Dispute has followed their complaints code of practice & is being referred to CICAS today.

Stopping payment of correctly billed amounts puts you as the party at fault, the correct method is to leave the payment in place and dispute the one off bill. I appreciate that its a lot of money to have go out though.


Remember also non DD payment usually attracts a charge too so you may have underpaid June and July's too and as you are the party at fault by stopping payment, then if they cut you off, then you may be subject to an early termination fee as you broke the contract. (I know it sounds silly, they may have overbilled you, but your the one at fault).




Your account will continue to accrue your monthly rental until they decide its too much, and apply a bar. When will that be, depends on prior use and payment and what your credit limit is, there is no set number.


You need to get to the bottom of the overbilling, until that's done its not clear who is at fault. You may have already done this, and just not said here, but until that is resolved then it may be a legitimate bill

mobilejunkie

The charges may be the least of your problems. They will wreck your credit files for the next 6 years. You need to get CISAS to get ee to ensure all credit files have been cleansed as part of your demands. If you win check to make sure they actually do it; they often don't.

caz6caz6

gjchester wrote: »

Stopping payment of correctly billed amounts puts you as the party at fault, the correct method is to leave the payment in place and dispute the one off bill. I appreciate that its a lot of money to have go out though.


Remember also non DD payment usually attracts a charge too so you may have underpaid June and July's too and as you are the party at fault by stopping payment, then if they cut you off, then you may be subject to an early termination fee as you broke the contract. (I know it sounds silly, they may have overbilled you, but your the one at fault).



Your account will continue to accrue your monthly rental until they decide its too much, and apply a bar. When will that be, depends on prior use and payment and what your credit limit is, there is no set number.


You need to get to the bottom of the overbilling, until that's done its not clear who is at fault. You may have already done this, and just not said here, but until that is resolved then it may be a legitimate bill

I have paid subsequent bills and the portion of the incorrect bill which I feel is correct. I feel I've been very fair. If I pay the incorrect fees too, where's the incentive for EE to resolve it?

My profession is Customer Experience for large corporates so I fully recognise that by not paying these incorrect charges I have broken their business processes but who's the one that matters here? I can survive without them, they can't survive without customers.

I have followed their Complaints Code of Conduct and not had a dickie bird back from them in 8 weeks since I raised the complaint. CICAS today is my next step in getting to the bottom of the overbilling.

Thankfully I'm not in contract so if they cut me off I will just leave - I've made that very clear to them. It's a shame because I am an otherwise happy, inert, paying customer and have been for 15 years.

caz6caz6

mobilejunkie wrote: »

The charges may be the least of your problems. They will wreck your credit files for the next 6 years. You need to get CISAS to get ee to ensure all credit files have been cleansed as part of your demands. If you win check to make sure they actually do it; they often don't.

Good point - thanks - will remember to include this.

Fruit_and_Nut_Case

I'm confused. Why is the OP's username Caz6caz6 but subsequent posts come from caz6caz6?

caz6caz6

Good observation! I'm confused too! I created a new log in this morning and couldn't log back in 2hrs later. Tried forgotten password and it didn't recognise me so in a huff I set up a new log in and was surprised when it allowed me to use the same log in.....only afterwards did I realise the subtle difference and that usernames are case sensitive. So there you have it...

Fruit_and_Nut_Case

caz6caz6 wrote: »

...usernames are case sensitive...

...or caz sensitive.