topic Re: Missing discount in Contracts & Billing

Missing discount

Owstap — Mon, 02 Dec 2024 10:37:25 GMT

Since taking my contract out 12 months ago I have had a missing discount. I spoke to customer services about this, in February and they told me I would be reimbursed the difference and the discount would be applied. This never happened, I then contacted customer support again in June / July. I was told that they could see I should have had my discount, and that I had already called and been told that it would be sorted. They apologised l, and told me it would be sorted and I wouldn’t have to do anything on my end. I’d forgotten about it, until checking my bill and realising it’s still not on. It’s around £300 I’m now owed. My EE app doesn’t show the live chat (never has), and I’m out of country so unable to call. How can I get this resolved, it’s getting ridiculous now.

Re: Missing discount

Schockwave — Mon, 02 Dec 2024 10:39:42 GMT

@Owstap , you will have to speak to customer service about this, as we have no account access here in the community and do not know who you are.

Re: Missing discount

Owstap — Mon, 02 Dec 2024 11:34:43 GMT

I’m unable to contact them as their live chat won’t show up on the app. I was hoping there might be a solution to that?

Re: Missing discount

Katie_B — Tue, 03 Dec 2024 09:33:59 GMT

Hello @Owstap.

Thanks so much for coming here.

@Schockwave is right, our customer care team are in the best position to look into this further for you.

We have no account access here on the EE Community to help get this applied.

If you are calling from abroad please call +44 7953 966 250.

Katie 🙂