topic Re: Need a contact email urgently in Contracts & Billing

Need a contact email urgently

unsure253 — Wed, 17 Jul 2024 04:52:59 GMT

I need to talk to EE about paying defaulted payments, but they only have a phone number. I can't use the phone because of hearing problems. I've finally given up disputing the default since it's been nearly a year and my credit score has tanked. I really need an email address to arrange payments.

At the beginning of last year, I cancelled my contract renewal over the phone because I couldn't find an email address to reach them. Customer service guy was understanding of my need for extra time to process words and asking for him to repeat himself a billion times. I believed they had cancelled it as requested; direct debit even stopped after final payment on the contract. I had no phone calls, texts or emails about missing payments. No clue about letters since I was escaping a DV situation. Didn’t think to contact EE about updating my address after the contact ended since I was under the impression it was not to be renewed and no further money owed. The renewal WAS in fact renewed without me knowing which is why I'm now in default. I have no idea where it went so wrong therefore understandably very very very reluctant to go on the phone again.

I urgently need an email address or something similar.

Re: Need a contact email urgently

bristolian — Wed, 17 Jul 2024 07:03:08 GMT

There's a popular misconception that telecoms contracts need "renewing" when they are, in fact, rolling contracts with minimum terms. They only "end" if & when the user gives disconnection notice and service is cancelled.

https://ee.co.uk/help/billing-payments/financial-support/credit-files-explained contains contact details.

Re: Need a contact email urgently

unsure253 — Wed, 17 Jul 2024 08:04:58 GMT

Thank you for replying.

Forgive me for my improper terminology in my original post, I’m tired haha. Just to clear it up, I did ring them up a month before the minimum term ended to enquire about a formal discontinuation notice ready for when that period ended. The customer service representative assured me that the phone call I was actively having was enough of a notice and after the nearly 2 hour phone call I had no reason to believe anything but. I exited the call under a strong impression that after the final payment of my 24 month contract (due to go out 1 month later) was paid that I was no longer in any form of active contract or would have to pay anything. I know some places would accept a phone call like that as notice due to past experience so I had no reason to think otherwise.
It is a lot more complicated but this is a very brief overview of the main stuff. As much as I would like to figure out where it went so wrong exactly, I don’t have the energy anymore.

I do see the contact info via that link, it’s much appreciated.

Sorry for any incorrect words etc., I’m even more asleep than when I did my original