Mystery Direct Debit money taken twice but with no explanation

CurlyT — Mon, 06 Oct 2025 16:51:41 GMT

Bit of background.

I was originally a BT customer for many, many years. I eventually swapped to EE broadband & TV in August this year. Within about a week of this contract £10 was taken from my account with description "Initial payment". I didn't think much of it. Then my usual agreed monthly payment was taken middle of September which I recognised.

Then at the end of September £15 was taken. I then received an email from EE stating that my next BB payment would be taken around middle of October.

When I checked my account I now have 2 DD's set up, with different reference numbers, one for £15 (which is up from £10) and the other for my normal monthly BB DD.

I rang EE customer services to try and find out but was told without the reference number or account details of where the money was going to, they couldn't help me. As you can probably see my issue is I have no knowledge of where this DD has been set up or why. I do not have a mobile contract and didn't ask for one. It was also confirmed my account only showed the BB & TV package.

The reference shown on my bank account starts with an E0023 number and I think is about 15 digits long. This apparently isn't an EE reference, yet the account shows EE Ltd as a payee.

I have logged it with my bank and have cancelled the DD simply so if it is somehow genuine then the system should reach out to me to reinstate.

I am thinking that I have lost £25 here, but would still be interested to know what has happened.

Does any of the above ring true with anyone else and if so what did you do about it?

Re: Mystery Direct Debit money taken twice but with no explanation

Katie_B — Tue, 07 Oct 2025 06:59:31 GMT

Hello @CurlyT.

Welcome to the community.

I would love to see if I can help with this.

When you moved from BT to EE what was your agreed monthly price?

If you could also confirm what your monthly bill was when your broadband was with BT.

Speak soon,

Katie

topic Mystery Direct Debit money taken twice but with no explanation in Contracts & Billing

Mystery Direct Debit money taken twice but with no explanation

Re: Mystery Direct Debit money taken twice but with no explanation