topic Re: Joint Account in Contracts & Billing

Joint Account

Rog1972 — Wed, 24 Jun 2026 16:59:00 GMT

So how ridiculous - tried to order a new phone and join EE today but I can't because my bank account is a joint account with my wife and the system will not allow direct debits to set up in joints accounts with only one approval and have no mechanism for approval from two people.

Have been an EE customer before using the same account. Absolutely ludicrous state of affairs!!

Re: Joint Account

Rach_H — Thu, 25 Jun 2026 07:28:22 GMT

Hi @Rog1972,

Welcome to the Community!

We want to make setting up a plan with us as simple as possible, so I'm sorry to hear you've had this difficulty. Were you speaking with our team or trying to place your order online?

Rach

Re: Joint Account

Rog1972 — Thu, 25 Jun 2026 11:27:09 GMT

Both online and with team member

Re: Joint Account

Rach_H — Thu, 25 Jun 2026 14:47:29 GMT

Could you let me know what is happening when you try and enter your Direct Debit details online @Rog1972, as this shouldn't be an issue, as you are an account holder.

Rach

Re: Joint Account

Rog1972 — Thu, 25 Jun 2026 16:04:09 GMT

There was no issue when I entered details. I then got an email asking me to
call and when I called was told the issue was with my bank details for
setting up a direct debit. The only explanation they could come up with was
that it was a joint account, and they need both parties to authorise a DD
but the system has no mechanism to do this.

Re: Joint Account

Christopher_G — Fri, 26 Jun 2026 07:19:49 GMT

Hi @Rog1972

Usually, on an EE personal account, as long as the name given matches one of the account holders of a joint account, it should be accepted. The name may need to match exactly as it shows on the bank account. Please try again, making sure all of the account information is correct and the name matches precisely.

Some bank accounts do require both parties to authorise a Direct Debit. If it still doesn't work, it may be worth getting some advice from your bank.

Let us know how you get on please.

Chris

Re: Joint Account

Rog1972 — Fri, 26 Jun 2026 08:17:35 GMT

I am a previous EE customer with the same bank account.

There is no requirement on the account for dual authorisation and set up DDs on a regular basis.

Have tried again and got same email asking me to call Customer Services