Mystery Direct Debit

jamesds — Fri, 09 Jan 2026 12:52:54 GMT

My Mum has her broadband with EE, and has realized that there's been a second Direct Debit going to them every month for about a year, for just under 40 quid

She's been into the EE shop and spoken to customer support over the phone a few times, and nobody can tell her what this is for. They say they've got "no record" of it. The bank say it's definitely EE.

She's cancelled the DD, but does anybody have any suggestions on how she'd go about getting the money back? Phoning CS doesn't seem to be the solution.

Re: Mystery Direct Debit

Rach_H — Fri, 09 Jan 2026 16:30:26 GMT

Hi @jamesds,

Welcome to the Community!

I'm so sorry to hear about the confusion with this payment, and I can understand your concern.

You will need to speak with our team again, and they will be able to search the details to locate where this payment has been going.

Rach

topic Re: Mystery Direct Debit in Contracts & Billing

Mystery Direct Debit

Re: Mystery Direct Debit