topic Re: Problem updating credit card details in Broadband & Landline

Problem updating credit card details

laurafs — Thu, 08 Feb 2024 09:10:48 GMT

This is an ongoing problem, which I encountered last time my credit card expired. I received an email from EE telling me that my card was about to expire. The online system will not allow me to either remove the existing card or add a new one.

When I phoned EE the "guide" could only try to do what I had done and, after two unsuccessful tries, told me that the system won't let any changes be made for 24 hours. He has promised to call back tomorrow but I pointed out that this will be pointless unless he can find some way to override the system to make the necessary change. I would have expected him to be able to contact a supervisor for advice immediately but apparently he can only do this by typing a message. This is very poor customer service.

Re: Problem updating credit card details

XRaySpeX — Thu, 08 Feb 2024 09:34:19 GMT

In your online EE: Manage Your BB > MY PAYMENTS > CHANGE PAYMENT DETAILS > EDIT PAYMENT METHOD > Credit Card - Recurring card payment (Visa, MasterCard) & then fill in your card details.

Re: Problem updating credit card details

laurafs — Thu, 08 Feb 2024 10:09:33 GMT

Followed all the instructions, as did the “guide”, it won’t accept new details, just gives error message.

Sent from my iPhone

Re: Problem updating credit card details

XRaySpeX — Thu, 08 Feb 2024 10:29:13 GMT

At which stage?

Re: Problem updating credit card details

laurafs — Thu, 08 Feb 2024 10:35:33 GMT

All I needed to do was update the expiry date on the existing card. This is
not possible so I tried to delete the existing card and add a new card (the
same one with a different date). The system would not allow me to delete
the existing card. When I clicked on Remove I got an error message. I then
tried to add a new card (the same one) but having filled in the details I
again got an error message.

At that point I phoned. The guide successfully deleted the old card and
tried to add a new one (the same card updated) but also received an error
message and a message saying try again in 24 hours. At the moment I can see
that the expiring card has been deleted but the details of the new one are
only partly completed.

Re: Problem updating credit card details

Lynchhh — Sat, 10 Aug 2024 11:06:17 GMT

I'm having a same issue - ee won't let me add a new card while my current card is about to expire. Why??

Re: Problem updating credit card details

laurafs — Sat, 10 Aug 2024 11:17:47 GMT

After many hours struggling with customer service people who were baffled by the problem I emailed the CEO. One of his staff replied and was very helpful but she was surprised to eventually discover that they will no longer accept regular credit card payments - only direct debits - but neither customers nor customer service people had been informed of this. I moved to another supplier.