topic Re: Direct debit issue in Broadband & Landline

Direct debit issue

UkzVortex98 — Thu, 06 Feb 2025 16:52:34 GMT

We are have issue where EE is taking the direct debit then refunding the direct debit 39 minutes later we have spoken to the bank and there’s no issues on the bank side but EE keeps blaming the bank when the bank only honours direct debits

Re: Direct debit issue

Chris_S — Fri, 07 Feb 2025 09:00:14 GMT

Hi @UkzVortex98 Thanks for getting in touch and letting us know about this.

Has this happened on multiple occasions, or is this the first time that it's happened?

Chris S

Re: Direct debit issue

UkzVortex98 — Fri, 07 Feb 2025 09:07:17 GMT

this as happened 3 times

Re: Direct debit issue

Chris_S — Fri, 07 Feb 2025 10:04:00 GMT

Thanks for letting me know @UkzVortex98

I'd recommend getting in touch with our billing team so that they can get access to your account, then get this investigated for you.

To speak with our billing team, you'd just need to dial 150 from an EE phone, or 07953 966 150

You can find a link to our Contact Us page here

Chris S

Re: Direct debit issue

UkzVortex98 — Fri, 07 Feb 2025 10:04:56 GMT

spoke to them and they do nothing about keep point blame at my bank when it not

Re: Direct debit issue

Chris_S — Fri, 07 Feb 2025 10:51:05 GMT

I'm sorry to hear about your experience when you called us @UkzVortex98

It's tough to say why your payment is being refunded without having access to your account.

I know you've previously called, but I'd recommend giving our billing team another call so that they can give you a definitive answer as to why the refund is happening.

Chris S

Re: Direct debit issue

UkzVortex98 — Fri, 07 Feb 2025 12:21:01 GMT

i have they same it my bank when not