It’s not often I find myself writing about mobile networks. My usual beat is classic car restoration, accountancy work, and the occasional deep dive into local amenities. But when your phone bill throws up a £16.74 charge for a message you didn’t send—and the company insists you did—well, that’s a story worth telling.
The Charge That Sparked It All
On 9 August 2025, at precisely 12:19pm, my EE SIM apparently sent a multimedia message (MMS) to 18 mobile numbers. I didn’t send it. I don’t know the recipients. And I certainly didn’t authorise a charge of £0.93 per number.
The only thing these numbers had in common? Most began with the same prefix as mine—07891. That’s not a coincidence. That’s a pattern. And patterns, as any restorer or accountant knows, deserve investigation.
I flagged it with EE. I explained my phone is always on me, locked with PIN, fingerprint, and facial recognition. Their response? “It must have been you—or someone close to you.” No consideration for technical compromise. No curiosity about SIM cloning. Just a flat denial.
The Call That Crossed the Line
I wanted clarity. Instead, I got coercion.
The representative – Martin from Newcastle – told me, “I know for a FACT that any messages on your EE bill are there because YOU sent those messages.” Not “we’ll look into it.” Not “let’s check the logs.” Just a declaration of guilt.
I explained my routine that day. Saturday morning. At home. My husband is present. Our neighbour is arriving later for a workout. The message was sent before he arrived. My phone hadn’t left my side.
Martin didn’t budge. He accused my husband and the neighbour. He refused to believe the device was secure. And when I challenged his tone and implication, he refused to help unless I apologised.
Let that sink in: I was forced to apologise to receive basic customer support. For asserting my rights. For defending my integrity.
Why This Matters
I’ve been an EE customer for over 12 years. I’ve never missed a payment. Never caused a fuss. But when the system failed—when a charge appeared without explanation—I was met with dismissal and intimidation.
This isn’t just about £16.74. It’s about how companies respond when something goes wrong. It’s about whether they treat customers with respect or with suspicion. It’s about whether they investigate anomalies—or insist the customer is to blame.
What I’ve Asked For
I’ve submitted a formal complaint. I’ve requested:
- A full investigation into the MMS charge
- Confirmation of whether my SIM was cloned
- A formal apology for the representative’s conduct
- Assurance that this won’t happen again
Some actions have already been taken – Martin issued a new SIM and applied security measures. But the deeper issue remains unresolved.
Final Thoughts
I’m not writing this to vent. I’m writing this because I believe in accountability. Whether it’s restoring a vintage Ford or navigating a crowded annexe with pets and guests, I value clarity, respect, and truth.
If you’ve experienced something similar, speak up. Document everything. Ask questions. And don’t let anyone tell you to apologise for defending yourself.
Because when the system gets it wrong, silence helps no one.