topic Re: Unable to see any billing or statements in Contracts & Billing

Unable to see any billing or statements

barty1970 — Wed, 13 Mar 2024 15:58:31 GMT

I am unable to view any of my bills when logging into my account either online or via App. Not been able to see anything for a few days at least. Have spoken to EE who promised a call back but I have yet to speak further. Is anyone else having similar issues?

Thanks

Re: Unable to see any billing or statements

Chris_B — Wed, 13 Mar 2024 18:41:36 GMT

@barty1970 There’s a few of us having this issue. I’ve yet to call customer services myself but I’ll not be using the call back service I’ll select option 2 at the start then select something close to billing.

Re: Unable to see any billing or statements

bristolian — Wed, 13 Mar 2024 18:48:24 GMT

There are a couple of INC cases raised for this issue, but you'd need to go through the CS processes to have your individual account linked.

That process may take some patience.

Re: Unable to see any billing or statements

Tra_479 — Wed, 13 Mar 2024 18:49:42 GMT

I'm having the same issue trying to view my bill online. My first paper bill states £20 but £32.99 has been taken from my account! New customer and not happy!

Re: Unable to see any billing or statements

Dc50 — Thu, 14 Mar 2024 19:23:44 GMT

You’re not the only one. I’ve been trying to view mine for the last week. Asked for a call back, and I’m still waiting 4 days later! I like to pay my bill online, so I don’t know how much I’ve got left to pay for this month. (I pay my bill throughout the month).

Re: Unable to see any billing or statements

Christopher_G — Fri, 15 Mar 2024 15:38:01 GMT

We’re aware of a small number of user who are having problems accessing their bills online. Our support teams are investigating this and working to fix it as soon as possible.

In the meantime, please try using the EE App and the EE Online desktop site. If you still can’t access your bills, and you need information urgently, please give us a call on 150.

Chris

Re: Unable to see any billing or statements

1233456 — Sun, 23 Jun 2024 19:32:43 GMT

It’s been like this since November 2023. It’s actually beyond a joke how long this is going on for. Each month I need to call for invoice copies. Each month, since November, each advisor I’ve spoken to on the phone has said I’ll get them automatically emails but, as expected, this is also a lie. I’ve yet to see an invoice arrive without needing to phone EE.

even more frustrating that my bill for 2 handsets (for business) has risen by £120 a month but I cannot access any bills to see what’s going on.

Re: Unable to see any billing or statements

Christopher_G — Mon, 24 Jun 2024 07:07:13 GMT

Hi @1233456

I'm really sorry to hear that you're still having these problems. To discuss the issue and the rise in your bill, I recommend speaking with our Business Support team again.

Chris

Re: Unable to see any billing or statements

DNix — Thu, 18 Jul 2024 11:23:18 GMT

You are not alone - and I think it's not an isolated issue.

My inability to see bills on 'My EE' started from the time I was, at Bt's insistance, moved from BT Broadband to EE Broadband back in February / March (which was a dog's dinner - but I shan't bore you with that). Since the transfer I NEVER yet seen my bill online, and there only hard copies have been since I called to arise this issue - initially advised that this would be free of charge, subsequently at £3/mth. After innumerable calls to BT-EE, and call backs (not always on the promised day) I was credited with a further £20 to 'cover' the £3/mth whilst its being sorted - which suggests that really have no idea how long its going to take to fix it - and that its a systemic problems in the website.

This week I received a letter giving me details of how to approach the Ombudsman - which is good as previous 'complaints' were typically 'closed as resolved' whenever I took at face value advice that if I did as requested it should be all OK in a few days.

In essence. I feel that someone 'dropped the ball' when designing the transfer from BT (now limited I'm told to business customers) to EE (to where all residential customers are being transferred) and the problem is somewhere deep in the website design. Another example of the disconnect is that when I was transferred to EE from BT, my usual prepayment for the month ahead on BT was duly reimbursed, but to the closed BT account and I had to rang up after the DD from EE took the full amount to get the money back!!

Patience is clearly required - and its not the people on the other end of 150 (they are always sympathetic, and seem rushed off their feet) - but after 4 months and counting, I'm on the point of going to the Ombudsman (the only thing holding me back is the effort of going through my e-mails and phone statements to detail the whole sorry saga). I feel it may be easier to transfer to a different supplier and risk an argument with BT-EE about any penalty charge they might TRY (!) to impose after their failures to keep their side of the contract!

I'm awaiting a promised call back 'in a couple of weeks' before I either go to the Ombudsman and/or start to move to a different supplier. I've been with BT the 28 years we have been at this address, but I'm guessing I'm not the only longstanding customer they are at risk of losing!

Re: Unable to see any billing or statements

Clynnog — Tue, 23 Jul 2024 08:21:21 GMT

I too was moved from BT to EE in January this year. I have not been able to see my bill since and despite everything being set up no money has been taken from my bank account via direct debit. I occasionally get a text from EE saying my new home hub will be delivered (it was delivered in January and we are now July). When I use the app it states we are unable to show your bill right now. The whole company seems to be chaotic. Unfortunately I am in a 2 year contract with EE otherwise I would move elsewhere.

Re: Unable to see any billing or statements

tamz_ — Tue, 06 Aug 2024 10:22:21 GMT

Any update on this issue? It's August, and I still can't access my bill online reliably via desktop or app.

Re: Unable to see any billing or statements

Leanne_T — Tue, 06 Aug 2024 13:43:06 GMT

Hi @tamz_
Thanks for posting on the community.
I'm sorry you are still having trouble with this, I'd recommend speaking to our technical team on 150 to make sure the account is set up correctly. If needed, they can log this issue with the relevant team to be looked into.
Leanne.

Re: Unable to see any billing or statements

newforestuser — Tue, 06 Aug 2024 20:13:56 GMT

I really wouldn't worry about your contract commitment. EE have failed to keep their side of the bargain for so many of us. It's the cutomers who should be looking for a refund, not EE.

Re: Unable to see any billing or statements

LouW3 — Sat, 07 Sep 2024 11:15:00 GMT

I have also been unable to login to the app for around 3 or 4 weeks now and numerous calls to EE tell me they will resolve it with the latest saying they have been working round the clock for a month to resolve this.

Re: Unable to see any billing or statements

newforestuser — Sat, 07 Sep 2024 13:34:37 GMT

I hope they've been working 9n it for more than a month - I've been waiting
nearly six!!

Tony Wickham

Re: Unable to see any billing or statements

Hartwall — Mon, 07 Oct 2024 01:29:13 GMT

I tried this - waited 20 minutes. Customer Service promised to email me a copy - 3 days later still nothing. Annoying, frustrating and useless from EAE

Re: Unable to see any billing or statements

Katie_B — Mon, 07 Oct 2024 07:44:23 GMT

Hi @Hartwall.

Thanks for coming here.

Are you on a business or personal account with EE?

Speak soon,

Katie

Re: Unable to see any billing or statements

Tonyrex — Wed, 16 Oct 2024 15:21:31 GMT

Sorry! 2024 not 1924 although it seems like it. Similar to others I was forced to swap.

Re: Unable to see any billing or statements

TMLU — Thu, 31 Oct 2024 01:42:54 GMT

I have been with EE for many years. October was the first month my bill didn’t show (26th) I waited until 27th and called them. Customer service couldn’t see the bill, retentions told me to wait until Monday. I’ve literally been pushed from pillar to post. After about 7 different calls, someone transferred me to IT team they were dumbfounded and said they couldn’t see why they can’t see a bill. EE have a financial obligation to advise you when a bill is due. I’ve been told no direct debit will take as there’s no bill and they are looking to sort it asap. So what happens? I am concerned about calling and making a debit card payment against my account if that disappears into the universe too. What is wrong with the system. They closed my complaint without it being resolved. Are we just going to get one huge bill when they get to the bottom of the issue? And I’m really annoyed with these messages on here asking us to call 150 when the helpline staff can’t help either because no one seems to know what is going on.

Re: Unable to see any billing or statements

Katie_B — Thu, 31 Oct 2024 08:15:20 GMT

Good morning @TMLU.

Thanks for coming here.

I am sorry to hear your complaint has been closed when your issue has not yet been resolved.

Just to confirm our customer care team are also unable to view any of your bills?

Are you aware if technical care raised a ticket for this issue?

Although, it is frustrating to be advised to call 150 we are limited to what we can look at here on the EE Community without account access.

Speak soon,

Katie