taking double the money each month

[Carebear3456]

I am on a £10 contract but for the last 8 months ee have been consistenly taking £20. I am now in £80 credit on account. How do I get this money back or use it instead of them also continuing to take £10 a month from card

[Northerner]

HI @Carebear3456 

If you're on a pay monthly contract with direct debit then EE will only take your bill due. 

I suggest you speak to EE CS on 150. 

Thanks 

[Chris_B]

@Carebear3456  Not possible as EE would take the payment from your account if you had credit on it.    The only way this would happen if you was to manually pay the bill once billed but have a direct debit set up to pay that bill.   Once billed you can not make a manual payment as the process for the DD has started.     As @Northerner  says you need to call customer service about this. 

[Carebear3456]

 

[Carebear3456]

 

[Chris_B]

@Carebear3456  So you’ve setup 2 auto top up payments.   Look at your bank account and remove one of them. 

[XRaySpeX]

You don't have a contract; you are on PAYG.

It's most peculiar! I don't see it's possible to set-up 2 pack buys & their associated direct card payments (not bank transfers) at the same time. I should get in touch with CS to check the status of your a/c.

I just realised you could achieve this by having 2 SIMs & nos. Look at the Home page of your online EE a/c. Are there more than 1 mobile no. in the drop down of nos?

[Carebear3456]

Thanks for replies much appreciated