topic Re: EE general billing fault in Contracts & Billing

EE general billing fault

JamesMcgrath223 — Thu, 28 Nov 2024 13:01:33 GMT

Hi all I transferred from BT on October the 24th. Since then my EE app won’t let me view of pay my bills. It just says there is a fault at EEs end and they’re working hard to fix it. My direct debit has also not taken for 2 consecutive months and no one has contacted me about it. In fact I have had to call EE THREE times. Each time I’m told it’s an issue with “data integrity’ and they’re aware of it and it’ll be fixed. On the third call a raised concern that I was going into debt through EE and I was told there is no solution yet but customers will not be “ heavily billed” because of this and they are considering waivering the bills for all effected customers. Can any one else confirm if this is true or not?

Re: EE general billing fault

Linzi_H — Thu, 28 Nov 2024 15:02:36 GMT

Hi @JamesMcgrath223

Welcome to the community.

I'm disappointed to hear you're unable to view your bills online through the app, but I am pleased you've flagged this with our team directly so they can get a fix in place.

If your Direct Debit has not been taken as expected, then please call us so we can make sure this is in place for you moving forward. You'd normally be notified if you haven't made a payment, so please ask the team to check how your contact preferences are set up also at the same time.

Linzi

Re: EE general billing fault

JamesMcgrath223 — Thu, 28 Nov 2024 16:48:54 GMT

As I said above I’ve called time and time again and got nowhere. I’ve tried here out of desperation but I suppose it’s onto the ombudsman then

Re: EE general billing fault

JamesMcgrath223 — Tue, 03 Dec 2024 19:32:17 GMT

I repeat again I HAVE CALLED multiple times and GOT NOWHERE !!!!!!!!