Had several failed attempts to make a payment—no idea why it wouldn’t go through. Tried multiple times, no success. I’m open to setting up a direct debit eventually, but only once I see some consistency in the billing figures. Currently, what I see on my EE app on my phone doesn’t match what appears on the desktop version. Two different figures for the same broadband account? Come on.
Tried calling 150 a few times—radio silence. So I dug up the old BT complaints number from when I dealt with this mess before. Got through. The support agent told me there’s no issue with the EE app ( !?), but still, my payment wouldn’t process. In the end, I had to dictate my card details over the phone just to pay the bill. That shouldn’t be the only working method.
Then came the kicker: I was told my next bill would be nearly double what I expected. No explanation. Just a vague “you can inquire later in the week.” No. That’s not how transparency works. Why would I set up a direct debit when I have no idea how these figures are calculated?
Frankly, I suspect there’s a glitch, either in the app or the billing system itself. And looking at the history of this saga—the app issues, the inability to reach 150, the hours wasted chasing basic customer service, I’m convinced this needs a proper internal review.
To be fair, the complaints department was helpful in the past. They replaced the faulty broadband box and gave me a landline discount since I couldn’t use the phone for months. But now that the case was “closed,” I’m back to square one chasing unexplained billing changes.
Bottom line: I’ve spent hours, literally, trying to fix problems that shouldn’t exist in the first place. I would like a detailed breakdown of my billing history, an explanation of the upcoming charges, and confirmation that the app accurately reflects consistent information across all platforms. Until then, no direct debit. Simple as that.
