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EE overcharging customers hundreds of £s on Bills - potential news article for Mark Jackson.

You can review a bill, but it doesnt mean a lot if you have no control on getting the bill changed.
But you call them on review and tell them it’s wrong, it can be adjusted before the due date or a bill waiver applied until it is resolved.
 
Weirdly enough;
My bill was incorrect in September, but the other way round!
I was in credit £6.99 and they didn't charge me a penny.
I was NOT meant to be in credit!
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Having discussed the issue with Mark, here is what happened to me. I got hit / charged for calls that should have been part of my plan allowance. I was not the only person affected and EE said it was a known issue caused by moving customers to real time billing. At no point was i outside the UK nor did I roam, neither did I call any premium rate numbers. These were all numbers I had not been charged for prior then all of a sudden I got hit with a huge bill. Some people on the EE community forums report being over charged this month, but according to EE it is now resolved. This advice goes against however what people report speaking to EE customer service reps. Some reps know to pass the bill to the correct back office team, others have told customers that despite it being an EE issue they will have to pay the charges otherwise it will damage their credit report etc.

Ive not had many problems with EE over the years, but being in IT this strikes me as a huge balls up of rolling out a system which will knowingly generate incorrect bills for users.
realtime1.webp
realtime2.webp
 
Some reps know to pass the bill to the correct back office team, others have told customers that despite it being an EE issue they will have to pay the charges otherwise it will damage their credit report etc.

The main reason not to have a mobile contract. MNO's especially have old byzantine IT systems and crappy apps and they hold your credit rating and telephone number hostage while they pick through their piles of software bugs and trashed data. Getting crippled SA or undefinable roaming rates isn't worth it.
 
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