topic Re: Missing Payment in Contracts & Billing

Missing Payment

Muhammedabdula — Wed, 15 Apr 2026 07:44:40 GMT

Hi EE Team,

I am writing to dispute a payment reminder I received. I was notified that my account is overdue by £58.80, but this payment has already been made.

According to my bank statement (HSBC), a Direct Debit payment of £58.80 was successfully taken by EE LIMITED on 23 February 2026.

I have attached a screenshot of my bank statement as proof. Please update my account and ensure my services are not restricted.

Kind regards,

Re: Missing Payment

XRaySpeX — Tue, 14 Apr 2026 22:10:19 GMT

@Muhammedabdula : You attached no screenshot.

Use the Camera icon above your text to upload an image file to here.

Re: Missing Payment

Muhammedabdula — Tue, 14 Apr 2026 22:14:41 GMT

Please see the attached screenshot. It clearly shows that the payment of £58.80 was successfully taken from my HSBC account via Direct Debit by EE LIMITED on 23/02/2026. My account should not be overdue. Please update your records."

Re: Missing Payment

Peter_W — Wed, 15 Apr 2026 07:52:44 GMT

Welcome to the Community, @Muhammedabdula.

I've moved your post over to its own dedicated thread, that way we can be sure that all the replies you get are specific to your issues here.

I've also rejected the screenshots you shared here, as posting your full bank statement and account details on a public forum is very likely to put you at risk of fraud.

The first thing I'd recommend checking here is whether this is a genuine failed payment notification - fake messages purporting to be from your network provider are a very common scam.

We don't ever ask you to log in to a web page in the instances where a payment fails, we would instead recommend you call us on 150 or 360, so if it says otherwise that's always a red flag.

For immediate peace of mind on this one, I would recommend giving our team a call.

They can see directly any payments that have gone towards your account, and in the very rare case a payment goes missing in our system, we have a process for investigating this further.

Peter