topic Re: Transferred but cannot access account to see final bill in EE app and website

Transferred but cannot access account to see final bill

happybunny — Sat, 16 Sep 2023 12:05:20 GMT

Hello, I have moved my two lines away from EE that were linked on a family plan. Now I cannot see any previous bills so will not be able to see what the final bill will be.

How do I get access restored?

Re: Transferred but cannot access account to see final bill

James_B — Sat, 16 Sep 2023 13:47:14 GMT

Hi @happybunny,

Welcome to the EE Community. 🙂

Your final bill will be sent to you in the post shortly after your billing date.

James

Re: Transferred but cannot access account to see final bill

tryinghard — Sat, 16 Dec 2023 12:14:14 GMT

I have the same problem, I changed provider but now can not get my previous bills or the final one. I can log into EE but does not bring up option to see account. Very frustrating.

Re: Transferred but cannot access account to see final bill

bristolian — Sat, 16 Dec 2023 12:18:41 GMT

@tryinghard wrote:

I have the same problem

And therefore the advice is the same as in the previous post.

Re: Transferred but cannot access account to see final bill

tryinghard — Sat, 16 Dec 2023 12:25:53 GMT

Maybe but looking at the message on my phone I should be able to see my past bills up to 6 months of leaving.

Re: Transferred but cannot access account to see final bill

happybunny — Sat, 16 Dec 2023 13:15:57 GMT

I never actually received a final bill in the post, just some random amount credited to my account.

The response from EE is wrong in my case.

Re: Transferred but cannot access account to see final bill

Chris_B — Sat, 16 Dec 2023 15:44:15 GMT

@happybunny You got the credit back as you ported out before the 30 days was up with your PAC code. Basically you got refunded because of over payment of the last 30 days.

Re: Transferred but cannot access account to see final bill

happybunny — Sat, 16 Dec 2023 15:57:41 GMT

The point of this thread was that I no longer have access to my account to see previous bills and a final bill - the login completely stopped working less than 1 month after leaving.

the final bill, according to a response from EE should have been posted to me and it wasn’t.

the amount credited is right now random as I have no details of how it was calculated.

I wasn’t specifically questioning IF i would get a refund as I was sure I would, but to be left with no access and a random amount credited did not really help much.

Re: Transferred but cannot access account to see final bill

tryinghard — Sat, 16 Dec 2023 16:42:38 GMT

yes that did happen BUT what was also indicated that I should be able to
see ALL my past payments for AT LEAST 6 MONTHS. This is not happening. I
was told 2 different amounts for cancelling before the contract ends. I
have 2 different amounts I noticed today leaving my bank account. One was
obviously for leaving too soon and another ???? If I could see the final
bill, maybe I would be able to understand the payments.

Re: Transferred but cannot access account to see final bill

tryinghard — Tue, 19 Dec 2023 11:10:55 GMT

Actually they don't. I ended my broadband contract some years ago and they never sent me one through the post. I lost out that time because I didn't get a proper invoice. I don't intend to lose it this time because because I know that that I should get one.

Re: Transferred but cannot access account to see final bill

Leanne_T — Tue, 19 Dec 2023 11:39:04 GMT

Hi @tryinghard

Thanks for coming back to us.

If you have any queries regarding the final bill amount, please give us a call and the team will be happy to help 🙂

Leanne.

Re: Transferred but cannot access account to see final bill

Ebgbees1 — Sat, 03 Feb 2024 20:00:05 GMT

I've got exactly the same problem. The EE app is no longer showing any bills so it's not showing my last bills as they've removed my number. Nothing received in the post. It's a joke.

They purposefully make it impossible and then give you no decent contact options.

Re: Transferred but cannot access account to see final bill

James_B — Sun, 04 Feb 2024 07:52:09 GMT

Welcome to the EE Community, @Ebgbees1

When did you cancel your contract? You should receive your final bill within 14 days of cancellation.

James

Re: Transferred but cannot access account to see final bill

happybunny — Sun, 04 Feb 2024 09:57:28 GMT

@James_B

It's clear EE do not send bills to people as they should. Can you please investigate this rather than deflect?

Re: Transferred but cannot access account to see final bill

James_B — Sun, 04 Feb 2024 10:05:56 GMT

Hi @happybunny,

Sorry, we're not able to access your account via the community forum in order in to investigate why your bill didn't reach you.

Our Customer Care Team will be happy to send you a copy of your final bill if you get in touch on 07953 966 150.

James

Re: Transferred but cannot access account to see final bill

Pip86 — Mon, 19 Feb 2024 19:38:36 GMT

You're missing the point. I have experienced the same. The message clearly states you will have access to your bills for six months. This is not the case. I am experiencing the same.

To the ombudsman it is.

You literally send a text to customers making a written declaration to them and then don't meet that obligation.

Poor customer service.

Also I've had my complaint with EE closed without any contact or documents to explain the outcome. Poor customer service from start to finish

Re: Transferred but cannot access account to see final bill

Leanne_T — Tue, 20 Feb 2024 07:41:59 GMT

Hi @Pip86

I am very sorry to hear you are unable to view the bill and the complaint has been closed.

If you are unable to access the online account you would need to get in touch with our mobile guides who will be happy to help with the billing details you need and send a bill to you.

If the complaint has been closed and is not resolved you can raise a new complaint and advise the team this has been closed previously, to do this please see our Make a complaint (ee.co.uk) page.

Leanne.