topic Re: Charged for another full month when I've moved my number to a new provider in Contracts & Billing

Charged for another full month when I've moved my number to a new provider

Dam09 — Tue, 03 Mar 2026 09:39:00 GMT

I've left EE and moved my number to a new Provider, using the PAC code you supplied, but I've now been charged ahead for another full month by direct debit when this should have been cancelled.

How do I get my money refunded?

Re: Charged for another full month when I've moved my number to a new provider

bristolian — Tue, 03 Mar 2026 10:02:44 GMT

What date did you port out? And what date was your most recent bill generated?

I suspect the bill was produced before you ported out and the direct debit was taken afterwards - but check the dates to be sure.

Your final bill should be produced shortly, with - in your case - credits applied. Read https://ee.co.uk/help/profile/leaving-ee/im-leaving-ee-what-will-happen-with-my-bills for more

Re: Charged for another full month when I've moved my number to a new provider

Dam09 — Tue, 03 Mar 2026 10:13:35 GMT

I applied for the PAC code on 17th February, and the changeover was completed on 24th February.

I received an email notification from EE on the 24th that they would take my next monthly payment on or after 03/03/26. I never cancelled the direct debit. Should I have paid this one (as its paid in advance so surely not) or should I now get this refunded?

Re: Charged for another full month when I've moved my number to a new provider

bristolian — Tue, 03 Mar 2026 10:18:33 GMT

@Dam09 wrote:
I applied for the PAC code on 17th February, and the changeover was completed on 24th February.
I received an email notification from EE on the 24th

That makes sense, your bill-date must have been before the 24th in order that the DD process was instigated (at latest) on that date.

As per the help page I linked to previously, your final bill will now be produced.

Re: Charged for another full month when I've moved my number to a new provider

Dam09 — Tue, 03 Mar 2026 10:21:32 GMT

OK, so can I expect the final bill to be a refund, or partial refund then in that case?

Re: Charged for another full month when I've moved my number to a new provider

bristolian — Tue, 03 Mar 2026 10:26:42 GMT

Given that you will have paid almost a full-months service that won't have been used, I'd think so, yes.

Re: Charged for another full month when I've moved my number to a new provider

Dam09 — Tue, 03 Mar 2026 10:31:50 GMT

OK I will wait for the 8 days as mentioned once I get the final bill, as the refund should then be completed.

I still don't understand why a final bill wasn't produced at that time - when the number had been switched so the account should have been closed, rather than charge me again for a further month!

Re: Charged for another full month when I've moved my number to a new provider

XRaySpeX — Tue, 03 Mar 2026 10:40:21 GMT

Your bill was prepared & posted on 24 Feb, probably early, the same day as the port was completed & EE heard back that you'd left.

Re: Charged for another full month when I've moved my number to a new provider

chistery — Tue, 03 Mar 2026 10:40:51 GMT

EE generated your usual bill on the same day your port out completed? Hardly surprising that you get charged the full month then. They aren't going to break into their daily batch run just to change your bill and stop the direct debit. You will get refunded, leave the direct debit in place, wait for your final bill.

Re: Charged for another full month when I've moved my number to a new provider

Dam09 — Tue, 03 Mar 2026 10:58:33 GMT

Actually it is surprising, they know I'm leaving via notice given on 17th Feb, and the port is then completed on 24th, but then still charge a further month advance on the 3rd March, 7 days later. I don't believe their systems are not smart enough to recognise the number has been transferred, check my account has been paid up to date, and then close it down without the need for any further charging or refunding having to take place.

Re: Charged for another full month when I've moved my number to a new provider

bristolian — Tue, 03 Mar 2026 11:07:47 GMT

@Dam09 wrote:
Actually it is surprising, they know I'm leaving via notice given on 17th Feb,.

Requesting a PAC is fundamentally not giving disconnection notice, the use of it is. What date is your bill produced each month? That is the date that matters here, everything else is a natural onward consequence of automated processes.

Re: Charged for another full month when I've moved my number to a new provider

XRaySpeX — Tue, 03 Mar 2026 11:11:23 GMT

Not surprising at all! You never gave notice on 17 Feb; you requested a PAC (you can't do both). You may have never ever used that PAC. EE aren't to know at that time. All networks would do same.

Just sit back & wait for final bill & full refund.

Re: Charged for another full month when I've moved my number to a new provider

Dam09 — Tue, 03 Mar 2026 11:18:01 GMT

OK that's fine, thanks for the explanations. An sms or email from EE to say a final bill will produced would be welcome at this stage to keep customers in the loop without having to initiate this kind of conversation. I've had neither.