topic Re: Payment error in Contracts & Billing

Payment error

Josh_lamb02 — Tue, 31 Mar 2026 11:52:03 GMT

So today I paid my EE bill using my card on the app, it accepted the payment and then took it from my bank, the app then said error after accepting it. I’ve been on chats with ee advisors all day and I’m **bleep**ed off. 5 hours wasted they said I will have to extend my pay day for the bill but I will get a late payment on my credit score. How tf is this fair? I’m genuinely cancelling my contact after this. EE doesn’t care about there customers and I’ve had enough of this

Re: Payment error

Chris_B — Tue, 31 Mar 2026 12:27:46 GMT

@Josh_lamb02 Did it take be money or does it show as pending on your account?

Re: Payment error

Josh_lamb02 — Tue, 31 Mar 2026 13:51:56 GMT

As I’m with Halifax, every payment that leaves my bank is pending until the receiver takes it, otherwise it’ll be returned in 5 working days.

it shows as pending in my bank but those funds have been taken from my bank and I cannot use them.

Re: Payment error

Peter_W — Tue, 31 Mar 2026 16:20:45 GMT

Welcome to the Community, @Josh_lamb02.

Our team do have a process for investigating payments that are missing within our system, but if this is still pending then chances are it won't have actually reached us, and would be returned to available funds within 5 working days.

If you're not able to make another payment right away, sometimes our team can set an inability to pay promise.

This would still register as a late payment, but would ensure that the account does not get passed to our payment support team or initiate any further collections activity.

If you give us a call, we can get this checked out for you right away.

Peter

Re: Payment error

Jacksw2002 — Sat, 25 Apr 2026 03:13:16 GMT

So I had a missed payment and a late payment fee of 43 pound I paid the full amount didn’t work got refunded but I’ve tried it about 3 times and ive paid 120 pound now so will I get a refund back?

Re: Payment error

Chris_B — Sat, 25 Apr 2026 07:31:55 GMT

@Jacksw2002 You missed more than one payment if the late fee was £43. A late fee is around the £7 mark. You need to call customer support because about this because the account might have been closed if you got refunded and the debit could now with a debit collector.