topic Re: Flex pay approval. in Contracts & Billing

Flex pay approval.

Beefmam — Fri, 30 May 2025 12:10:56 GMT

Hi there.

Why is flex pay approval taking so long?

I've been an EE customer for 9 years, never had any issues with payments, always had top end contracts and phones and I'm now also an EE broadband & TV customer.

My current phone contract with you has ended so I looked up the new handset & contract I wanted, only to be told I will need approval for Flex pay.

This was 3 weeks ago and I have since escalated it a few times over the phone and a few times in my nearest EE store, but still I am waiting for approval.

What the heck is the problem?

Re: Flex pay approval.

Chris_B — Fri, 30 May 2025 15:33:56 GMT

@Beefmam Have you tried upgrading via your EE account online/via the app. With flex pay you do get credit checked as you’re taking on a loan. This should take minutes to do.

Re: Flex pay approval.

Beefmam — Sat, 31 May 2025 10:34:32 GMT

Hi Chris,

Yes I did initially try to upgrade via the app but I can only get so far before a message appears telling me to "phone 150" to upgrade.

I then tried online via the EE website and reach exactly the same "dead end".

I then called 150 and have done several times since to be met with "confusion" from the telephone assistants , each time saying they can see I have applied for Flex pay and "can't understand" why I haven't been either "approved" or "declined" and effectively leaving me in limbo.

Exactly the same outcome when visiting the local EE store where they tried to help by "escalating" my enquiry.

After 3 weeks I have now given up on Flex pay and gone for a cheaper handset altogether.

Had Flex pay been approved, I would have spent a little more each month for a top end handset, so EE have lost out on a little extra revenue from me and left a rather sour taste about the passing the buck attitude and inability to progress my enquiry. I have top rate credit rating, not just with EE but elsewhere and am completely aghast and bewildered at this system you now have in place for purchasing a handset.

Clearly the system has issues.

Thanks for the reply though 😂