EE double-deducting for add-ons?

chattychappy · 16 January 2017 at 1:09AM

A friend of mine returned to the UK. She had a couple of quid left on her EE phone.

End of December, we added £10 credit (got a text) and then chose a £5 data "add-on" (got an acknowledgement text). But £10 had been deducted.

Well, we didn't quite get around to doing anything about it. We registered online, but couldn't work out why an extra £5 had been deducted.

Now the same thing has happened again - she topped up another £10. We chose another add-on (this time via the website). A single text acknowledgement to say the add-on had been added, and this is showing online. But the cost of the add-on was deducted twice (and this shows online as being deducted twice - same date and time).

She went into the local EE shop, but said they couldn't look at accounts. Bu theyt helpfully pointed out that "add-ons" were the cheapest way to make calls in her situation so it should be ok (!)

Any thoughts?

eDicky · 16 January 2017 at 11:47AM

Did she previously have a £5 add-on, say in November? Perhaps EE PAYG add-ons automatically renew when credit is available and buying a new one resulted in having two active, and again this month..? It seems unlikely but it's all I can think of.