topic Re: EE can’t find the contract in Archived Posts

EE can’t find the contract

mmelly — Tue, 30 Mar 2021 08:07:10 GMT

hi was given an upgrade on an ipad mini to an ipad 2020 the problem is the old ipad has not been cancelled and nobody can find it but direct debits are going out of my account still who can i contact to sort it as i’m paying twice for one item

Re: EE can’t find the contract

mmelly — Tue, 30 Mar 2021 08:09:20 GMT

just to add i’ve phoned 3 times and emailed billing help once

Re: EE can’t find the contract

James_B — Tue, 30 Mar 2021 09:02:14 GMT

Hi @mmelly,

If you upgraded, you'll continue to be billed by direct debit from the same account.

Are you being billed twice?

James

Re: EE can’t find the contract

mmelly — Tue, 30 Mar 2021 09:08:36 GMT

hi james it’s being charged from my account for old contract and my partners for the upgrade the person on the phone didn’t cancel the old contract which has always been sorted before

Re: EE can’t find the contract

James_B — Tue, 30 Mar 2021 09:13:13 GMT

Hi @mmelly,

If the new iPad is being billed on a different account, it must be a brand new connection, rather than an upgrade. (Upgrading doesn't change your billing method, just your plan and/or device)

Please get in touch with Customer Care to cancel your old plan.

Thanks

James

Re: EE can’t find the contract

mmelly — Tue, 30 Mar 2021 09:17:12 GMT

hi it was an upgrade but we also upgraded another ipad and the one i mentioned was done at the same time i didn’t request for it to be moved from my account i’ve spoken to 3 people and because i don’t have an account number they said it doesn’t exsist but they have taken 2 more payments from my account i’m might cancel the direct debit and i’m sure it will be found then sorry it’s just very frustrating i’m over £60 out of pocket

Re: EE can’t find the contract

James_B — Tue, 30 Mar 2021 09:59:59 GMT

Hi @mmelly,

Don't worry if you don't have your account number, our Customer Care Team can locate your account using your name and address details.

James