topic Re: Overdrawn account in Broadband & Landline

Overdrawn account

LeclercSZN — Tue, 06 Sep 2022 06:28:14 GMT

I called and got my payment date changed and it was confirmed to be taken on the 8th as that's when the money would be available, however they've taken the payment today and left my bank overdrawn and me unable to get food today. What am I supposed to do now

Re: Overdrawn account

Chris_B — Tue, 06 Sep 2022 06:33:00 GMT

@LeclercSZN Was that confirmed starting the 8th of this month or starting the 8th of next month ? When did you arrange this ? if it was after you’ve been billed ie under 7 days ago this cannot be changed for this bill as once you are billed the payment request is automatically requested.

Re: Overdrawn account

LeclercSZN — Tue, 06 Sep 2022 06:36:26 GMT

I did it a few days ago, I was told that it would be from the 8th of this month as that's when the money would be available

Re: Overdrawn account

LeclercSZN — Tue, 06 Sep 2022 06:47:47 GMT

It's also been taken on the 8th every other month, so why was it changed this month

Re: Overdrawn account

James_B — Tue, 06 Sep 2022 08:34:47 GMT

Hi @LeclercSZN,

If your direct debit date has always been the 8th of the month, and no changes have been made to your billing date, the payment wouldn't be requested early.

Please get in touch with Customer Care so a member of the team can look into this for you.

They'll be happy to help.

James

Re: Overdrawn account

XRaySpeX — Tue, 06 Sep 2022 11:44:14 GMT

If it's always been taken on the 8th every month, why did you ask for it to be changed to be taken on the the 8th when it was already on the 8th?

Did you ask after about 25th Aug for this change to be made? With BB DD date is about 2 weeks after your billing date & once the billing date has passed the DD has already been set in motion & cannot be stopped.

If a DD fails on the 1st time of asking EE will try again about a week later.

Re: Overdrawn account

Hayley2273 — Thu, 01 Jun 2023 03:33:43 GMT

@LeclercSZN wrote:
I called and got my payment date changed and it was confirmed to be taken on the 8th as that's when the money would be available, however they've taken the payment today and left my bank overdrawn and me unable to get food today. What am I supposed to do now

As they have taken it too early, they have breached the Direct Debit Guarantee. Contact your Bank first to reclaim it back, then tell EE what you have had to do as a result - then cancel the DD with your bank first then EE, and insist on making card payments to EE in future. This is why I hate Direct Debits - too much control given to firms. I like it on my terms and when I can pay.

Re: Overdrawn account

Hayley2273 — Thu, 01 Jun 2023 03:37:31 GMT

Same thing just happened to me. It has been fine the last two months for April and May, but they decided to take it too soon by 5 days when it is meant to be the 6th June - a normal working day! I have raised it with my bank and will be talking to EE tomorrow.

Re: Overdrawn account

Leanne_T — Thu, 01 Jun 2023 06:47:39 GMT

Hi @Hayley2273

I am sorry to hear this has happened, please call us on150 and the team will certainly get this looked into for you.

Let me know how you get on.

Leanne.

Re: Overdrawn account

Hayley2273 — Thu, 26 Oct 2023 09:32:23 GMT

Hi Leanne,

My Home BB still hasn't been linked to my mobile account with EE despite asking for it to be done twice and trying to do so myself online.

Re: Overdrawn account

Leanne_T — Thu, 26 Oct 2023 09:39:16 GMT

Hi @Hayley2273

I am sorry to hear this.

When was the last time you spoke to our mobile care team?

Leanne.