topic Re: Flex Pay Billing in Contracts & Billing

Flex Pay Billing

rce87 — Mon, 15 Jan 2024 14:07:11 GMT

Hello

I upgraded my contract a few months ago and now my bill is showing "Your Plan" and "Flex Pay" as separate billing items. I expense my bill through my employer but I need these items to show as one Item. This is new to me, its never been displayed like this before (Long term EE customer). Can I have both items combined for billing?

Thanks

Re: Flex Pay Billing

Leanne_T — Mon, 15 Jan 2024 16:06:16 GMT

Hi there @rce87

Thanks for coming here.

Your airtime plan will have one bill and the device payment will appear on a separate bill, paid for via separate direct debits.

You can find full details in our Flex Pay Explained, Help page.

Leanne.

Re: Flex Pay Billing

rce87 — Mon, 15 Jan 2024 16:08:58 GMT

Hi Leanne

I can see that which is why I asked the question.

I need both items under one bill like it has been in the past. How can this be changed?

The change was not made clear when I took out the new contract.

Rob

Re: Flex Pay Billing

Leanne_T — Mon, 15 Jan 2024 16:10:59 GMT

Hi @rce87

If you would like to discuss your options please call us on 150.

Leanne.

Re: Flex Pay Billing

bristolian — Mon, 15 Jan 2024 16:22:09 GMT

I recently moved one of my lines from standard phone-plan across to a Flexpay, not only was it explained as part of the process (even though I was aware), but I had to complete several webforms acknowledging various elements of it.

It would not have been possible to complete the change to Flexpay without being made aware that it's fundamentally two separate contracts - one for airtime, the other for device finance.

As an aside, there has been much pressure in the market for reducing monthly costs & increasing awareness, after the completion of a minimum term - this is one of the easier methods to implement it.

Re: Flex Pay Billing

Princesswin89 — Tue, 02 Apr 2024 16:40:01 GMT

Hi Rob,

I have exactly the same issue. Did you get anywhere with EE/combining the charges?

Thanks a lot!

Re: Flex Pay Billing

bristolian — Tue, 02 Apr 2024 17:35:05 GMT

The advice to anyone with the exact same issue is the exact same as is posted above.

FlexPay is fundamentally two separate contracts, each with their own payments.

Re: Flex Pay Billing

deano1903 — Sat, 20 Jul 2024 13:19:17 GMT

Has anyone managed to get the actual Invoice/Bill for the FlexPay? I am also needing to supply the receipt to my employer but can only see the history of payments - There is no "Bill" the same as the Mobile contract

Thanks in advance

Re: Flex Pay Billing

Princesswin89 — Sat, 20 Jul 2024 13:28:29 GMT

You can't get it, which a joke. I need exactly the same but thankfully my
employer is accepting a pdf of the transaction from my online banking.
Ridiculous really that we don't get an invoice for it!

Re: Flex Pay Billing

Chris_B — Sat, 20 Jul 2024 14:21:02 GMT

You don’t get an invoice for a credit agreement. You are not billed you are paying off a loan to purchase the device.

Not having a flex tariff which is still available will result in one bill for the device and airtime. You just need to call customer services to request this type of traditional contract instead of taking out a flex pay tariff online.

The nice thing about flex pay is the annual price increase does effect the device contract just the airtime contract. So no more why has my bill gone up and why I’m am I paying more for the device also.

Re: Flex Pay Billing

Princesswin89 — Sat, 20 Jul 2024 14:38:29 GMT

You should get some sort of remittance advice or confirmation of payment -
which I do for all other credit agreements I have and repay. It's extremely
common for phone bills to be an expense or recouperative cost to a business
and proof of payment from their side in whatever form is not an
unreasonable expectation.

Re: Flex Pay Billing

Mikestrong — Wed, 25 Sep 2024 13:34:34 GMT

I too need an invoice or payment schedule to allow me to claim my phone through my employer.

How do I get a monthly invoice for the flex pay? I’ve had many credit agreements over the years and they have always had a schedule of payment or monthly invoice

Re: Flex Pay Billing

Katie_B — Wed, 25 Sep 2024 14:44:07 GMT

Hello @Mikestrong.

You will receive a bill each month for your allowances, at the beginning of your Flex Agreement you should have received information regarding your monthly payments for the device by either email or post.

Katie

Re: Flex Pay Billing

Mikestrong — Wed, 25 Sep 2024 15:36:38 GMT

Hi Katie

so there is no monthly invoice for payment? Only a one time agreement doc that shows the value?

all other finance agreements have had a schedule of payments or invoice each month. Why is there not one here? I don’t know how I will claim this from my employer without an invoice

Re: Flex Pay Billing

Katie_B — Thu, 26 Sep 2024 09:37:22 GMT

Hi @Mikestrong.

That's right, you will only receive a bill each month for your allowances.

You will not receive an invoice for the loan for the device.

Katie

Re: Flex Pay Billing

Mikestrong — Thu, 26 Sep 2024 09:50:48 GMT

That’s ridiculous. Surely providing an invoice for payment is a basic request?

How can I get something to submit to my employer to claim back? There must be something.

Re: Flex Pay Billing

Katie_B — Thu, 26 Sep 2024 13:02:22 GMT

Hi @Mikestrong.

The finance agreement does not provide monthly invoices as the payments are set out at the beginning.

Are you able to try submitting the document you received at the beginning to your employer?

Alternatively, you could try calling our billing team to see if there is anything else they can recommend.

Katie

Re: Flex Pay Billing

Mikestrong — Thu, 26 Sep 2024 13:06:51 GMT

I understand that but every finance agreement I have ever had, comes with a payment schedule detailed month by month, or has an invoice to say that this payment is due.

I spoke with billing and they couldn’t help. I think this is a huge oversight on EEs part. Forcing this way of taking out a new phone and then not giving the correct documentation when requested.

Re: Flex Pay Billing

danknight01 — Sun, 05 Jan 2025 12:39:49 GMT

This is a known issue that EE aren't currently willing to fix. You have 2 routes to this info at the moment:

1. Use the App which allows you to see your payment history for finance agreement but is NOT a VAT invoice so may not be acceptable to your employer or,

2 Call EE every month after payment has been made and they can send you a record of payment (still may not be a VAT invoice?).

This is really disappointing as it is easily fixable between EE and the finance company. I was told the software was written by the finance company and therefore could not be changed and that the new EE website is in its infancy as it was only implemented in Feb 2023, so only THREE YEARS OLD! I was assured that the system was being improved and that this request would be added but I am not holding my breath. I would expect a business the size of EE to be able to resolve this but apparently not!

Re: Flex Pay Billing

Chris_B — Sun, 05 Jan 2025 20:36:28 GMT

@danknight01 Maths isn’t your strong point then. Feb 23 to feb 24 is 1 year, feb 24 to jan 25 is 11 months. How do you get 3 years ? I don’t even count 2 years.