topic Re: Direct debit issue, now i'm frustrated with EE in Contracts & Billing

Direct debit issue, now i'm frustrated with EE

MRSCHIMP — Thu, 04 Apr 2024 08:21:56 GMT

For whatever reason when i changed my direct debit date for my contract and my device everything went pear shaped and i was getting texts saying pay now etc

I rang up and talked to staff who said no problem the direct debit is set up (which is in my previous surname for some odd reason) and i can see both direct debits are there but EE are NOT taking the money so i'm getting threats to stop my service if i don't pay. I've never not paid ANYONE on time in my life

I've just paid manually for both and it's telling to ring up and be on the phone forever holding until i get the right department to set up a direct debit. AND i have had to pay double device payment as it wouldn't let me pay what was due.

Result - fuming with EE

Re: Direct debit issue, now i'm frustrated with EE

Christopher_G — Thu, 04 Apr 2024 10:46:56 GMT

Hi @MRSCHIMP

Welcome to the community.

Does your EE Online account show a balance, and does it say when the payment(s) are to be taken?

Chris

Re: Direct debit issue, now i'm frustrated with EE

MRSCHIMP — Thu, 04 Apr 2024 12:17:31 GMT

it has no balance because it said my payments were overdue so i paid double device and my plan balance. but lets be clear here, i have never cancelled my direct debit and the thing that pees me off is ringing up and being on hold forever while i get angrier to sort an issue that is EE's not mine. I couldn't afford double device payment but had no flipping choice. It doesn't say anything is set up so i'm cancelling all my DD on my bank for EE and will have to start again ringing when i've calmed down.

Re: Direct debit issue, now i'm frustrated with EE

Christopher_G — Thu, 04 Apr 2024 13:07:30 GMT

I understand, @MRSCHIMP. I've sent you a private message to get some information from you. Could you take a look and get back to me please?

Thanks

Chris

Re: Direct debit issue, now i'm frustrated with EE

thomasrwanda — Sun, 28 Jul 2024 12:11:17 GMT

I am struggling to set up a direct debit and you have charged me for late billing. Please can you resolve this as the EE website is not allowing me to set up a direct debit and I keep having to pay by credit card. I also think it is totally unfair to be charged for late billing as this an EE technical error.

Re: Direct debit issue, now i'm frustrated with EE

Katie_B — Sun, 28 Jul 2024 13:04:42 GMT

Hello @thomasrwanda.

What error message are you seeing when trying to set up a direct debit?

Katie

Re: Direct debit issue, now i'm frustrated with EE

thomasrwanda — Sun, 28 Jul 2024 13:32:35 GMT

I can’t get past the continue button which is not working. I have typed in all my bank details etc but it won’t then confirm the direct debit has been set up

Re: Direct debit issue, now i'm frustrated with EE

Katie_B — Sun, 28 Jul 2024 13:38:47 GMT

Thanks for getting back to me @thomasrwanda.

I'd recommend giving us a call, our customer care team will be able to confirm if you have a direct debit in place.

If this has not worked they can also help set this up for you.

Katie

Re: Direct debit issue, now i'm frustrated with EE

Dixxxfirf — Wed, 25 Dec 2024 19:55:58 GMT

The exact same thing has happened to me - every month since the summer and Everymanth I've set up a new direct debit and I'm now being charged £7 per month for EE's error. It's so frustrating