topic Re: Bill shows as paid but no money taken from bank in Contracts & Billing

Bill shows as paid but no money taken from bank

Simon019 — Wed, 22 Jan 2025 14:05:08 GMT

So on the 13th I received my first bill for EE saying payment will be taken via direct debit on the 21st.

yesterday (on the 21st) I checked my EE account as it says it has been paid and I also contacted EE and they confirmed it has been paid successfully. But when I checked my bank account, no money had been taken. And still hasn’t a day later (22nd). Is this normal and some kind of pending status or has something gone wrong here

Re: Bill shows as paid but no money taken from bank

XRaySpeX — Wed, 22 Jan 2025 14:14:32 GMT

When you pay by DD, EE marks it as paid on your a/c when they initiate the DD on the expectation that the DD will succeed, even tho' the DD hasn't yet been taken..

Re: Bill shows as paid but no money taken from bank

Simon019 — Wed, 22 Jan 2025 14:15:51 GMT

How long does this process usually take. I have more than enough money in my bank to pay so I shouldn’t expect any issues with that

Re: Bill shows as paid but no money taken from bank

XRaySpeX — Wed, 22 Jan 2025 14:20:15 GMT

It's about 7 days for mobile or 14 days for Home BB from billing date.

Re: Bill shows as paid but no money taken from bank

Peter_W — Wed, 22 Jan 2025 16:06:53 GMT

Hey there @Simon019.

Welcome to the EE Community 😊

As @XRaySpeX mentioned, in the EE App it will update to showing paid prior to payment actually being taken as long as there's a direct debit request in place.

Is it a mobile or broadband bill you have here?

Peter

Re: Bill shows as paid but no money taken from bank

Simon019 — Wed, 22 Jan 2025 16:08:27 GMT

It’s for a Mobile Sim only Bill

Re: Bill shows as paid but no money taken from bank

Peter_W — Wed, 22 Jan 2025 16:24:57 GMT

Thanks @Simon019, we'd definitely expect your payment to have come out by this point if that was the case.

If you head over to the browser version of your account, once logged in select Bills and Payments > Manage Direct Debits, it should give you the last 4 digits of the account number that is registered for your debits.

If this isn't correct, or you want to check the details in full, please reach out to our customer care team and they can get this checked out.

Peter