topic Re: How do I cancel a direct debit in Contracts & Billing

Re: How do I cancel a direct debit

Biscuit45 — Wed, 15 Feb 2023 15:27:03 GMT

I have a brother who is Deaf & Dumb for almost 15 years EE have been taking £11.86 per month for something he hasn’t used for all these years it only came to light when his daughter passed away and I am helping him sort out his finances after speaking to EE they will NOT let me cancel this DD even though they know the circumstances I find this absolutely appalling my only option is to go into the bank cancel the DD even though they have told me they will report me to a debt collector what a joke when they are taking money under false pretences bloody joke!!!!!!!

Re: Re: How do I cancel a direct debit

Christopher_G — Wed, 15 Feb 2023 15:38:15 GMT

Hi @Biscuit45

Welcome to the community.

Do you know what the subscription is for? If it hasn't been upgraded at all, it should be out of contract and can be cancelled.

Chris

Re: Re: How do I cancel a direct debit

Biscuit45 — Wed, 15 Feb 2023 15:46:44 GMT

I have been into the EE store and said I wanted to cancel a DD in my Deaf & Dumb brothers name that EE have been collecting for about 15 years when my brother moved house all these years ago he did not cancel even though they know he has not lived there for all these years and taking money under false pretences they refuse to let me cancel I have told them I would like him reimbursed for all the money they have taken my only course of action is to go back to the bank and cancel I found EE to be VERY unhelpful and am seriously thinking of going with another provider myself useless company!!!!!!!

Re: Re: How do I cancel a direct debit

Biscuit45 — Wed, 15 Feb 2023 15:56:38 GMT

As my Brother can’t remember what it was for and if it’s out of contract why are you still taking money and told me I cannot cancel

Sent from my iPad

Re: Re: How do I cancel a direct debit

XRaySpeX — Wed, 15 Feb 2023 16:05:17 GMT

EE is in contract with your brother not you. You would need to have Power of Attorney to act for him.

Re: Re: How do I cancel a direct debit

Biscuit45 — Wed, 15 Feb 2023 17:01:45 GMT

No not at all helpful I done everything by the book you know and I know he hasn’t lived at that address for over 15years all his affairs were dealt with online by his late daughter I am only trying to help him sort things out and I can tell you now next time I take him to the bank that DD will be cancelled you are taking advantage of a vulnerable adult

Re: Re: How do I cancel a direct debit

bristolian — Wed, 15 Feb 2023 17:39:12 GMT

I appreciate your intentions, but in legal terms it is your brother who is in contract and you are a third party who - correctly - does not have access to someone else's account.

The recommended solution for these scenarios is a correctly registered power-of-attorney, or at the very least a third party authority setup by your brother.

Re: Re: How do I cancel a direct debit

James_B — Wed, 15 Feb 2023 17:59:48 GMT

Hi @Biscuit45,

I can see you've had some great advice from @XRaySpeX and @bristolian.

For help with registering for power of attorney, please get in touch with Customer Care.

They'll be happy to help.

James

Re: Re: How do I cancel a direct debit

XRaySpeX — Wed, 15 Feb 2023 18:10:47 GMT

Which book is that? Is it a law book? Being his brother does not give you the right to inherit his legal rights & obligations.

Re: Re: How do I cancel a direct debit

Chris_B — Wed, 15 Feb 2023 18:24:49 GMT

@Biscuit45 His daughter was responsible for this if she handled his affairs. She would also need to of been given permission to deal with EE by your brother. The address he lived at is not relevant as that’s not EEs fault it wasn’t updated. The contract being past its minimum term is only terminated by giving notice of termination. EE don’t have to refund any amount as it’s not EEs fault this wasn’t terminated when not required. I understand that this sounds harsh but you’re blaming EE for not know the change of address and the fact that notice wasn’t given to terminate. EE have only continued the service as it wasn’t terminated at the minimum term. It was also a contract taken out with Orange or T-Mobile

Re: Re: How do I cancel a direct debit

Biscuit45 — Wed, 15 Feb 2023 19:51:38 GMT

I am trying my utmost to give notice of termination as EE will not even tell me or my brother what the payment is for they say the account is locked and can’t open it I’m sure this oversight is not the first and won’t be the last but would like a hasty end to it as getting Power of Attorney doesn’t happen overnight and you will still keep taking his money

Sent from my iPad

Re: Re: How do I cancel a direct debit

Schockwave — Wed, 15 Feb 2023 20:18:37 GMT

@Biscuit45 , this in not customer service, but a public forum and have no access to accounts. Did you follow the link that @James_B gave you?

Not sure why the account is locked, but I suspect it is locked to your brother and his daughter, otherwise cannot understand why it is locked.

If your brother set up a direct debit and nothing was changed or cancelled, then that must be for his mobile contract, which I suspect it was, then unless it had been cancelled or updated, then payments will continue, unfortunately.