topic Re: VAT Invoices in Archived Posts

VAT Invoices

rscott101 — Mon, 22 Feb 2021 12:46:39 GMT

I'm looking to move my personal phone from O2 to EE, but will need invoices showing the VAT breakdown as my company allows me to claim the cost back as expenses while I'm working at home.

I used to be able to do this with EE about 6 years ago, but they insisted on posting VAT invoices to me every month (at no charge). O2 were able to activate this at the flick of a switch, Vodafone and Tesco Mobile can also supply this at no cost to their personal customers.

What's the current situation with EE? Is it still the case that they refuse to provide them to personal customers?

Re: VAT Invoices

Leanne_T — Fri, 26 Mar 2021 10:35:44 GMT

Hi @rscott101

Thanks for coming to the community.

Our bills for personal users now show all charges inclusive of VAT. If you need a VAT breakdown for business purposes you would need a business contract.

You can view all our Business Plans on the EE Shop online.

Thanks 🙂

Leanne.

Re: VAT Invoices

rscott101 — Tue, 23 Feb 2021 08:42:34 GMT

What on earth is the logic behind that? I don't need a business account to get a VAT invoice for an Amazon purchase (for example). The other mobile networks will provide them to personal customers too.

Your website doesn't offer any business tariffs which are vaguely comparable to the personal one I've been after. I'm looking for an s21+ with a reasonable amount of data for under £50 a month (so expect to have to pay an upfront fee).

I guess EE just don't want the business from many of the home workers out there now.

Re: VAT Invoices

Leanne_T — Tue, 23 Feb 2021 09:04:15 GMT

Hi @rscott101

Thanks for coming back to me.

If you give our sales team a call they will look at the best options for you, you can call them on 0800 956 6000.

Thanks.

Leanne.

Re: VAT Invoices

ColibriGirl — Tue, 23 Feb 2021 09:07:23 GMT

I had the exact same problem. In fact, I was told by your sales rep that I COULD set up a personal account and claim it back as a business expense - but then found that EE would not provide VAT invoices for my personal account. I am trying to switch over to a business account now (having been assured I can keep the same deal, which involved lengthy conversations with the complaints team) and I have been asked for lots of documentation that does not exist because I am a sole trader, not a business. EE is failing its customers here.

Re: VAT Invoices

rscott101 — Tue, 23 Feb 2021 10:35:49 GMT

@Leanne_T wrote:
Hi @rscott101

Thanks for coming back to me.

If you give our sales team a call they will look at the best options for you, you can call them on 0800 956 6000.

Thanks.

Leanne.

Thanks, but if EE are making it this difficult to obtain a VAT invoice, I think I'd prefer to pay more and get the phone from elsewhere. I don't want or need a business account and I'm not actually a business of any kind (just a normal employee who claims expenses) so not sure I'd even qualify for one.

Re: VAT Invoices

rscott101 — Tue, 23 Feb 2021 10:47:08 GMT

Hmm. On hold for 5 minutes (so far) while someone checks because they think they might be able to issue paper invoices.

Re: VAT Invoices

rscott101 — Tue, 23 Feb 2021 10:49:57 GMT

They've just confirmed they can issue paper VAT invoices, but only until October when that process stops.

Anyone needing VAT invoices after that date must have a business account.

Re: VAT Invoices

ColibriGirl — Tue, 23 Feb 2021 11:57:31 GMT

I still find it unbelievable that they are stopping VAT invoices for personal accounts given all the people home working now! Thanks for finding this out. I was told expressly by the customer service team and the complaints team that it was not possible to issue any VAT invoices whatsoever for my personal account.

Re: VAT Invoices

scarrott — Tue, 02 Mar 2021 13:08:13 GMT

Same problem here. I've been with EE for over 5 years now, happily downloading my VAT invoice every month. Then, all of a sudden they've changed it so we can't get VAT invoices any more. I've been sent a link to a page about 'transferring the account to a business' which makes very little sense.

Every other business I deal with can provide a simple VAT receipt or invoice. They are legally obliged to provide one whether it is a business account or not (https://www.legislation.gov.uk/uksi/1995/2518/regulation/13/made), but they seem to be happy to break the law on this one.

I strongly recommend any small business or sole trader who needs to run their phone bills through the books looks elsewhere. As far as I am aware, all other mobile providers offer this simple and legally required service.

Re: VAT Invoices

DonSmith — Wed, 07 Jul 2021 11:41:56 GMT

That's absolutely appalling!

A business can go to any shop to make a purchase & obtain a VAT receipt. This is simply a con to get more money out of small businesses!!!

I'm sure this can't be legal.

Re: VAT Invoices

DineshNS — Tue, 07 Sep 2021 11:09:32 GMT

Is there a way to escalate this? Either to the Ombudsman or HMRC given that it is a legal requirement to provide a VAT receipt? This is TOTALLY EE being greedy and wanting people to switch to business accounts if their companies are paying for their mobile bills. Also love how no moderator has responded to any of this- best 5G network......perhaps......worst customer service......absolutely!!

Re: VAT Invoices

ColibriGirl — Tue, 07 Sep 2021 12:39:49 GMT

I have given up trying to switch as I keep being asked for documents that don't exist, like a business bank account when I use a personal account with the knowledge of my bank, and a signed letter of authorisation on company headed paper even though I don't have this as a sole trader. The result is that I can't claim my VAT back as I'm on a personal account with EE. Might be worth escalating to an ombudsman indeed..!