Hundreds of EE customers hit by shock charges of up to £400 in billing blunder – can you get compensation?
HUNDREDS of mobile phone users have been hit by shock charges after an EE billing blunder.
Some customers have been billed as much as £400 on top of their usual bill for calls that should have been included in their contracts.
Most mobile phone contracts come with an unlimited allowance for UK calls and texts, which is the industry standard.
However, some EE customers were wrongly charged after the company began moving their accounts to a new billing system.
The issues first started in September, and hundreds of affected customers have complained on EE‘s community forum.
One affected customer said: “I’ve been charged £220 in calls even though I live in [the] UK and only call UK numbers.
“I’m meant to have unlimited calls and texts and data.”
Another said: “I had the same problem and was billed for £240+ for calls that should have been inside my allowance.”
A third said: “I have just found out that the same thing has happened to me.
“Almost had a heart attack when I was charged £268 over 2 weeks.” said a third customer.
The overcharging amounts range from approximately £90 to £400.
Some affected customers have reported that, despite lodging multiple complaints, they have struggled to secure refunds and were initially informed that they would still have to pay the erroneous charges, according to ISPreview, which first reported the issues.
EE told The Sun that you do not need to take any action as it is proactively contacting those affected and automatically issuing refunds.
However, some customers have reported online that they have yet to receive their refunds.
EE told The Sun that a “small number” of customers have been affected by the issue and it apologised for any inconvenience caused.
The network is not actively compensating customers whose bills have been affected.
However, some customers have successfully requested compensation by contacting EE directly.
One customer shared on the EE forum: “They have offered me £30 off my next bill in addition to a refund for £79 worth of extra charges.”
If you have faced substantial extra charges that have impacted your ability to pay your bills or other expenses, we strongly encourage you to contact EE and request compensation.
If EE is unwilling to offer redress and you remain unsatisfied, it’s worth submitting a formal complaint.
You can do this by calling 150 from your EE mobile or 07953 966 150 from any other phone.
If you’d prefer to write, you can send your complaint to resolutions-store@ee.co.uk or post a letter to the following address:
EE Mobile & Broadband
EE Customer Services
6 Camberwell Way
Sunderland
Tyne and Wear
SR3 3XN
United Kingdom
When sending your complaint, be sure to include as much evidence proving that you’ve been financially affected by EE’s billing blunder.
TELECOMS COMPLAINTS PROCESS
If you’re unhappy with the service you’ve received, you’ll first need to contact your provider’s customer services department and explain the problem.
If this doesn’t resolve the issue, you can make a formal complaint to the company.
Details of how to do this will be on the back of your bill and on the company’s website.
Depending on your complaint type, you’ll be able to contact our team by web chat, telephone or by post.
You’ll need to let the company know what has happened and what you want it to do to put things right.
If a formal complaint gets you nowhere, after eight weeks you can ask for a “deadlock letter” and take your dispute to the appropriate Alternative Dispute Resolution (ADR) scheme.
TAKE YOUR COMPLAINT TO AN ADR
ADR schemes are free to use and will act as an independent middleman between yourself and the service provider when an initial complaint cannot be resolved.
There are two ADR schemes in the UK – Communications Ombudsman and CISAS.
Your provider is required to be a member of one of these and you can find out which one your provider is covered by on the Ofcom website.
Before you can submit your complaint to it, you must have logged a formal complaint with your provider and worked with the firm to resolve it.
You must also have received a so-called deadlock letter, where the provider refers your complaint to the appropriate ADR.
You can also complain if you haven’t had a satisfactory solution to your problem within eight weeks.
To make a complaint fill in the ADR scheme claims form on its website – or write a letter if you’d prefer.
The ADR scheme then bases its decision on the evidence you and the company submit.
If you choose to accept its decision, your supplier will then have 28 days to comply.
But if an individual chooses not to accept the ADR’s final decision, they lose the right to the resolution offer.
Customers still have the right to take their complaints further through the courts.
But remember this can be a costly and lengthy exercise, so it’s worth thinking carefully before taking this step.
CUT YOUR TELECOM COSTS
SWITCHING contracts is one of the single best ways to save money on your mobile, broadband and TV bills.
But if you can’t switch mid-contract without facing a penalty, you’d be best to hold off until it’s up for renewal.
But don’t just switch contracts because the price is cheaper than what you’re currently paying.
Take a look at your minutes and texts, as well as your data usage, to find out which deal is best for you.
For example, if you’re a heavy internet user, it’s worth finding a deal that accommodates this so you don’t have to spend extra on bundles or add-ons each month.
In the weeks before your contract is up, use comparison sites to familiarise yourself with what deals are available.
It’s a known fact that new customers always get the best deals.
Sites like MoneySuperMarket and Uswitch all help you customise your search based on price, allowances and provider.
This should make it easier to decide whether to renew your contract or move to another provider.
However, if you don’t want to switch and are happy with the service you’re getting under your current provider – haggle for a better deal.
You can still make significant savings by renewing your contract rather than rolling on to the tariff you’re given after your deal.
If you need to speak to a company on the phone, be sure to catch them at the right time.
Make some time to negotiate with your provider in the morning.
This way, you have a better chance of being the first customer through on the phone, and the rep won’t have worked tirelessly through previous calls which may have affected their stress levels.
It pays to be polite when getting through to someone on the phone, as representatives are less inclined to help rude or aggressive customers.
Knowing what other offers are on the market can help you to make a case for yourself to your provider.
If your provider won’t haggle, you can always threaten to leave.
Companies don’t want to lose customers and may come up with a last-minute offer to keep you.
It’s also worth investigating social tariffs. These deals have been created for people who are receiving certain benefits.