topic Re: Bill issues in Contracts & Billing

Bill issues

KateAmyLangley — Tue, 05 Nov 2024 10:28:04 GMT

I recently moved abroad and arranged for 2 phone and contracts to be paid in full, this was discussed with EE multiple times

it appears that they have taken some payment but I still have a monthly DD on my account when I specifically requested for it to be settled

Being abroad I don’t know how to contact them to sort this out

any suggestions please?

Re: Bill issues

Michael_D — Tue, 05 Nov 2024 12:34:58 GMT

Hi @KateAmyLangley

Welcome to the community.

When you spoke to our guides, did they arrange to cancel the contracts, or was it just a payment to cover the rest of the term?

Unless the direct debit was cancelled, it would still take payments until the lines are cancelled.

Michael

Re: Bill issues

KateAmyLangley — Tue, 05 Nov 2024 12:43:04 GMT

Hi Michael

I had arranged for the contracts, plans and phones to be settled and both sims to be switched to pay as you go

when I look on the EE app, it shows my flex plan as live

shall I cancel the direct debit from my account?

Re: Bill issues

Michael_D — Tue, 05 Nov 2024 12:44:52 GMT

I wouldn't cancel the direct debit until it has been cancelled @KateAmyLangley.

When was it you spoke to the team? There is normally a 30 day notice period if you are moving to pay as you go.

Michael

Re: Bill issues

KateAmyLangley — Tue, 05 Nov 2024 12:47:10 GMT

I spoke to them first in August and then again in September to double check everything was arranged

They told me everything would be cancelled on the 13/10 and the bulk payment was taken at the end of October, the direct debit came out of my account at the beginning of November

Re: Bill issues

Michael_D — Tue, 05 Nov 2024 13:45:32 GMT

I think it would be best to speak to our billing guides so they can check the account to make sure it has been cancelled as expected, and see what is happening with the charges.

If you aren't able to call from your mobiles with you being abroad, you can also call through Skype on +44 800 079 8586.

Michael

Re: Bill issues

KateAmyLangley — Tue, 05 Nov 2024 14:04:04 GMT

Ok thank you Michael

I will give the number a try tomorrow and hope to have things sorted

many thanks