topic Re: Re: direct debit in Contracts & Billing

Re: direct debit

Gandalf2 — Wed, 05 Jun 2024 14:50:50 GMT

I have the same problem. I can't access my account online for reasons I don't understand, so I can't set up a DD on line; and EE has not sorted it out after several attempts and my hanging on the line for ages each time.

Re: Re: direct debit

Leanne_T — Wed, 05 Jun 2024 15:27:57 GMT

Hi @Gandalf2

Thanks for coming to the community.

Do you get an error message when setting up the direct debit online?

What did our mobile guides advise when you called?

Thanks 🙂

Leanne.

Re: Re: direct debit

Gandalf2 — Wed, 05 Jun 2024 16:59:07 GMT

I didn't set it up, as I still cannot access my account online, so your adviser said he would do it. But it still hasn't appeared in my bank account as a DD payee.

Re: Re: direct debit

Leanne_T — Wed, 05 Jun 2024 17:02:05 GMT

I see, thank you @Gandalf2

How long ago was this set up with our mobile guides?

Leanne.

Re: Re: direct debit

Gandalf2 — Fri, 07 Jun 2024 15:04:53 GMT

Only at the beginning of the week, but the guide said it would be active the next day.

Re: Re: direct debit

Leanne_T — Fri, 07 Jun 2024 15:15:56 GMT

Hi @Gandalf2

The direct debit would go to your bank to be accepted, have you checked with your bank to see if this has been requested?

Leanne.

Re: Re: direct debit

Gandalf2 — Thu, 13 Jun 2024 10:31:26 GMT

I spoke to your advisor a week ago on Monday. He said the DD would be set up overnight but on Tuesday it didn't show in my bank account. It didn't show on Wednesday, either. I couldn't check on Thursday but on Friday it was there. Then on Saturday I received an e-mail saying you had cancelled the DD at our request! Despite this, there is still a DD shown on my bank account but I don't know if it will work or not. Last time you tried to take a payment the DD showed in my bank account but no money was taken. You claim the bank refused payment; the bank says it did not receive a request. To be honest I have no idea what is going on, and I suspect EE doesn't know either.

Re: Re: direct debit

Leanne_T — Thu, 13 Jun 2024 14:04:35 GMT

Hi there @Gandalf2

Thanks for coming back to me.

Was the email from EE or your bank?

Do you have a direct debit showing in your EE account online or EE app?

Leanne.

Re: Re: direct debit

Gandalf2 — Thu, 13 Jun 2024 14:44:46 GMT

The e-mail was from you. I still cannot access my online account, so I don't know if it shows there or not.

Your advisor said I would receive and e-mail which would give me access to my account and this might take up to 7 days, but nothing has arrived yet.

Re: Re: direct debit

James_B — Thu, 13 Jun 2024 15:08:22 GMT

Hi @Gandalf2,

The automated email you received may be a notification of the old unsuccessful direct direct debit details being cancelled before the new one was set up.

When is your next payment date?

James

Re: Re: direct debit

Gandalf2 — Thu, 13 Jun 2024 16:25:29 GMT

Yes, it may be - but it took a long time to get to me if it was an automated e-mail (5 days). My next payment is due on 26th June, I believe - I can't check because I can't access my account online.

Re: Re: direct debit

James_B — Thu, 13 Jun 2024 16:30:15 GMT

Hi @Gandalf2,

If your next payment isn't due until the 26th, it won't have been requested yet.

What happens when you try to log in to the EE app?

James

Re: Re: direct debit

Gandalf2 — Thu, 13 Jun 2024 16:41:54 GMT

Yes, I know it won't have been requested yet but last time you were supposed to request it you didn't - or else the bank refused to pay it and I don't know why they would have done that.

I can log in online but no products are shown. If I try to link the broadband account, it tells me that it is already linked to different account and I have to log in using those details - but I don't know what they are.

Re: Re: direct debit

James_B — Thu, 13 Jun 2024 18:01:50 GMT

Hi @Gandalf2,

I'd recommend contacting Customer Care on 150 who can check which email address your account is linked to. They can also amend it if necessary.

James

Re: Re: direct debit

Gandalf2 — Fri, 14 Jun 2024 13:33:17 GMT

I have tried this but I am simply not prrepared to spend 30 minutes listening to your irritating hold music to sort out a problem of your making that should never have been there in the first place.

Re: Re: direct debit

Gandalf2 — Wed, 26 Jun 2024 13:10:22 GMT

The next direct debit is due today but still has not been taken.

Re: Re: direct debit

James_B — Wed, 26 Jun 2024 13:16:28 GMT

Hi @Gandalf2,

If it hasn't been debited by the end of the working day, please contact our billing team on 150 for support.

Have you had a chance to speak with the team regarding access to your online account yet?

James

Re: Re: direct debit

Gandalf2 — Wed, 26 Jun 2024 13:48:02 GMT

Not yet. Is there a time/day when I can get through reasonably quickly?

Re: Re: direct debit

James_B — Wed, 26 Jun 2024 13:55:10 GMT

Hi @Gandalf2,

If you select option one when calling, you'll be sent a text to allow you to request a call back to save you waiting.

James