topic Rejecting my payment online in Contracts & Billing

Rejecting my payment online

Shodyee — Wed, 07 Feb 2024 06:25:44 GMT

Why are EE just rejecting my payments online? I can't even set up a direct debit as it just says the sort code is invalid, had no issues previously paying by card, I've tried 3 times and they just reject the payment. Yet it says my account is overdue?

Sort it out EE.

My contract ends next month, looks like I'll be leaving.

Re: Rejecting my payment online

Christopher_G — Wed, 07 Feb 2024 09:13:02 GMT

Hi @Shodyee

Welcome to the community.

Have you tried our Fast Payment service? Are you trying to set the Direct Debit up through the app or on the desktop site? Have you tried both?

Chris

Re: Rejecting my payment online

Shodyee — Wed, 07 Feb 2024 09:15:50 GMT

Yes. I've tried both, repeatedly and you just reject the payment and bounce it back to my bank account. While also chasing me to pay you!

I'm definitely leaving as soon as my contract ends in march. EE has been abysmal the last 12 months and why you keep increasing your fees is beyond me

Re: Rejecting my payment online

Christopher_G — Wed, 07 Feb 2024 09:21:28 GMT

I'm sorry to hear that, @Shodyee

I'm not aware of any reason from our end why that would happen. It may be worth having a chat with our Mobile Care team so they can look into this and check your account.

Chris

Re: Rejecting my payment online

Ian19861 — Wed, 22 Jan 2025 08:33:34 GMT

I’m having the same problem, they have now restricted my account I can’t phone 150 and can’t make payments I’m going back to o2.

Re: Rejecting my payment online

Katie_B — Wed, 22 Jan 2025 08:37:37 GMT

Hi @Ian19861.

What error are you seeing when trying to make a payment online?

Have you also tried the Fast Payment service?

Speak soon,

Katie