topic Problem move from monthly paymant to pay as you go in Contracts & Billing

Problem move from monthly paymant to pay as you go

Sasa21012101 — Thu, 15 Dec 2022 20:30:18 GMT

Hi,

I would ask the Admins on EE to help. My wife had a contract, monthly payment on EE. The contract expired exactly on 9/12/2022. She left a Notice to switch from monthly payment to pay as you go, on 9/11/2022. We have been calling EE every day since 9/12 because she still hasn't switched to pay as you go. Every day, EE workers tell us that the switchover will happen at midnight. However, here are 6 days, 6 midnights pass and nothing. I tried to call one of the managers from EE but they won't answer the phone. We don't know who to call for help and how to save the mobile phone number and end the contract with EE. Do you. someone here on the forum can solve it or should I call ADR for further action.

Re: Problem move from monthly paymant to pay as you go

Chris_B — Thu, 15 Dec 2022 20:43:53 GMT

@Sasa21012101 This is a public forum that has no access to your account to resolve this issue.

So did you give 30 day’s notice to terminate the contract and then have it changed to PAYG ? Or was you expecting this to happen on the minimum term date because that’s when you requested it ?

Re: Problem move from monthly paymant to pay as you go

Sasa21012101 — Thu, 15 Dec 2022 20:48:15 GMT

Tnx. for your reply.
yes we left notice 30 day.
EE workers say that everything is fine and that the transfer will happen at midnight and so every day. So 30 days notice is absolutely no problem. I can leave the account details if you think it can be solved on the forum

Re: Problem move from monthly paymant to pay as you go

XRaySpeX — Thu, 15 Dec 2022 21:05:29 GMT

No, you can't go to the ADR immediately. You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form at the foot of the page.

No, we don't want your a/c details. This user discussion forum can have no access to your specific account. You need to raise this with CS.

Re: Problem move from monthly paymant to pay as you go

Sasa21012101 — Thu, 15 Dec 2022 21:16:16 GMT

Today we also made a complaint, an EE worker made it and we received a confirmation in the form of a message and the number of the complaint ID Number. I don't know why there are so many complications and the problem of leaving the monthly payment. For what reason will they not do it properly in EE, when we have done everything properly to switch to pay as you go after the contract is finished. they apologize when we call and still nothing.

Re: Problem move from monthly paymant to pay as you go

bristolian — Thu, 15 Dec 2022 22:54:26 GMT

You may be falling foul of a popular misconception. EE's contracts don't end on any date, need renewing or otherwise "run out" - unless you explicitly give disconnection notice or request and use a PAC.

When you say the "contract expired 9/12", do you mean the minimum term did? Or had you given disconnection notice a month prior?

Your contract will end, and phone transfer to PAYG, 30days after you requested it. If you have a registered complaint, then that will be dealt with via the complaints process.

Re: Problem move from monthly paymant to pay as you go

Sasa21012101 — Thu, 15 Dec 2022 23:13:14 GMT

I wanted to try here on the forum, to solve it somehow, even to leave the account information. However, since it cannot be solved, unfortunately, it is not worth wasting my time on this forum either. In order not to repeat ourselves, I wrote that we gave notice 30 days before the end of the contract, that we do not want to extend the contract and that we just want to switch to pay as you go. It is clear to them in EE, that is why they are apologizing because they know they made a mistake. However, I am surprised by such inhumanity in EE and that they still do not do anything to correct their mistake. I repeat, we did everything right and in time for the transition to pay as you go. However, they still promise every day that the number will be transferred at midnight, which does not happen, so we are waiting like that tonight agen. It's a shame that it's being done, that's why we'll soon switch to another network if it's not resolved. I don't want to wait a long time for an answer to a complaint, why when we did everything right and on time and therefore it should be solved simply without delay as we also paid the bills properly.

Re: Problem move from monthly paymant to pay as you go

Katie_B — Fri, 16 Dec 2022 08:28:03 GMT

Good morning @Sasa21012101.

Welcome to the community.

I can see you have been provided some helpful information so far.

I have sent you a private message to see if I can help further.

Speak soon,

Katie 🙂

Re: Problem move from monthly paymant to pay as you go

Sasa21012101 — Fri, 16 Dec 2022 15:27:20 GMT

Hi,

Just to thank everyone who left a comment on my post. Finally this morning, the number was switched to pay as you go after several days of persistently calling EE.

KR.

Thank you.....

Re: Problem move from monthly paymant to pay as you go

Aydin0123456790 — Mon, 26 Dec 2022 11:19:59 GMT

I had a same problem, I called 150 spoke the customer service. I tell them I am leaving this country can you change my payment plan to pay as you go but they never did it. They taking my money from my bank account.

5 -6 times I called them. Is anyone can help me here please?

Re: Problem move from monthly paymant to pay as you go

Leanne_T — Tue, 27 Dec 2022 07:49:04 GMT

Hi @Aydin0123456790

Thanks for coming here.

When was the last time you requested the account to be transferred to pay as you go?

Leanne.