You are not alone. I too bought the EQB the same time as you did. Dealer did not even give us a walkthrough of how to charge this car. Initial video we saw on YouTube said MBUX first before plugging the charger. The right way is to plug first before MBUX or Mercedes me app. In the beginning we thought everything was simple. Because we usually come to the charger, and it starts charging as soon as we plug it in. Not knowing that there was such thing as complimentary session, and we were not paying attention. Complimentary session was consistent for 3 weeks then boom... It suddenly asked for payment method. Now we get to use the Mercedes me app. It wasn't working. It was a learning experience, and this is what they didn't explain to any of us.I purchased a new 2022 EQB300 in early September 2022. Overall, I like the performance and drive of the car despite relatively poor range (240 miles max but often much lower). What I cannot stand is how awful and cumbersome charging issues are here in the U.S. Any new MB EV vehicle comes with a 2 years of free charging at any Electrify America (EA) for 30 min sessions. What no one told me was how unreliable the EA network is. There is a EA charging station near my home where there are 10 chargers but only 3 were working this past weekend and even a few days later it is no different as nothing has been serviced. Even when you have what looks like a functional charging station, there are technical glitches almost half the time which necessitate calling EA and being on hold for long periods of time. Recently, I have had problems with the Mercedes Me Connect app. Every time I try to charge, I am told that I don't have a Mercedes Me Charge "contract" and need to register through Mercedes Me although I have completed all of this "registration" at the time of vehicle purchase. I called the Mercedes Me Connect support line and was told that they operate on a 48 hour timeline - how is this practical for on a customer service level and charging issue as one needs to be able to charge to go to work etc etc?
1. Unlike the EQS, EQB is not a plug and charge. EQS charges right away just by plugging the car. The charger knows the car by VIN and charge it automatically. EQB doesn't have that system.
2. MBUX and Mercedes Me app shows charger with 0/3, 1/3, 2/3, or 3/3. This represents the available charger with complimentary charging capability. I thought it was telling me the available chargers not in use in a specific area. So, if it says 1/3, only 1 of the 3 chargers can give you complimentary charging. It will display as charging point available with green lettering on the Mercedes me app or not grayed out on the MBUX. What the hell is this? If it says 1/3, only one charger will give you complimentary charging. If charger #1 is the only one on the Mercedes me and MBUX indicating availability, it means we can only charge using that one charger. If its occupied, we have to wait! So, when you open the Mercedes me app, you have to make sure you check the right charger then check on Electrify America app if that charger is in use before you go. What a headache.
3. As soon as you charge, the availability on the Mercedes me app will change. If it was 1/3 when you came in and used that only charger with complimentary capability, it will be taken out. Now its 0/3. And from what I have observed, Mercedes owners shares this account. An EQS owner charged on the charger that was giving complimentary charging. When he was done, the charger was off the list.
About 4 weeks ago, the chargers magically disappeared on the Mercedes Me app and the MBUX. No charges displayed; means we can't charge. Now we have to call EA to get the charger remotely started for us. Calling them takes minimum of 10 to 15 minutes. Then calling Mercedes Me support is kind of useless. They know its ongoing, but they can't do anything about it. We were advised to just register an account with EA and just call for reimbursement in batches. Yesterday I called EA to reimburse last month's charges.
Right now EA chargers are showing but it says no contract when you initiate the charge. So they are still working on it maybe. When I called this to Mercedes me support. They gave me a case number. I email them every week to inform that the issue is still ongoing. The last email pissed me off because they just basically said that the issue is known and being worked on, case is closed. So I asked case closed with issue unresolved? They replied we are in the dark here as well. Sorry. WHAT?!
If Mercedes want us to use EA for complimentary charging, why not have us register to EA directly like other makers does? Mercedes me customer service they can't because they have contract with ChargePoint. So, I guess the main issue here is the third-party payment that is ChargePoint.
I've thought about charging at home. It's easy but I won't get reimbursed for that.