topic Re: Trying to cancel Direct Debit but Billing and Payments page doesn't load in Contracts & Billing

Trying to cancel Direct Debit but Billing and Payments page doesn't load

GfK_2K26 — Fri, 28 Aug 2026 13:03:13 GMT

I have had trouble with EE since day 1 when they messed up my migration from BT (many years trouble-free) to EE.

Without going into the lengthy back-story I have now terminated EE broadband services two months early, and wish to pay my final bill manually, thus, I have cancelled the EE Direct Debit with my bank and need to tell EE as well. EE currently owe me a refund and compensation which they claim to have sent by cheque, but this has not arrived.

The Billing and Payments screen where I supposedly can change my payment method, does not work. The "loading" thing just spins away, doing nothing. I've tried it in various browsers on Mac, on Windows, via the Android app, Android Chrome, it does not work in any of them.

I cannot call EE because reasons I don't care to divulge. Live Chat seems to have disappeared from the app. There is no email address, other than the complaints one I had to dig to find, but I already have live complaints and the "executive complaints" person (Chris L) is being difficult and telling me I need to contact billing. But there's no way for me to do that.

EE are just being difficult and I simply want this done with. I am at the end of my rope with it.

Re: Trying to cancel Direct Debit but Billing and Payments page doesn't load

XRaySpeX — Fri, 28 Aug 2026 13:35:02 GMT

@GfK_2K26 : The is no Live Chat for Home BB. EE provide no contact by email.

Re: Trying to cancel Direct Debit but Billing and Payments page doesn't load

Northerner — Fri, 28 Aug 2026 14:03:58 GMT

Hi @GfK_2K26

To avoid further misery and issues I would recommend speaking with EE on 150 (note your point on calling) but this is the best way, or have someone else call with you present.

Thanks

Re: Trying to cancel Direct Debit but Billing and Payments page doesn't load

Peter_W — Fri, 28 Aug 2026 16:38:48 GMT

Welcome to the Community, @GfK_2K26

Executive complaints are our highest point of escalation, and should be able to help point you in the right direction for getting this resolved.

I'd definitely explain your circumstances around being unable to call too, as this may make them rethink alternative options instead of referring you to billing.

In the meantime though, and alternative if you are unable to speak on the phone could be to use our text relay option - this will put you in contact with our team, but via a text based interpreter who will talk on your behalf.

Alternatively if you aren't happy with the complaints chat option, you can also find the details of how to submit a written complaint here:

EE Complaints Code of Practice

Peter