Please help thank you

[chantellewaller]

Hello. As it is school holidays and Money is very tight at the moment,  I just went to check when my next bill is coming out and when the end of my contract is, as I’m pretty sure it’s coming up very soon. I’ve been an EE broadband customer for years and years. For some reason the check my bill section on the EE app and on my email isn’t working whatsoever I’ve tried many times. I did manage to find the Help section and it told me I owe £100???? I’m not sure how this has happened. I can only assume that I’m out of contract this month and that would be the reason..

A couple of months ago, I was a few days late paying my bill (very very rare for me to Do this and I’ve been a customer for many many years) I spoke to a lovely advisor on the phone and reset up my direct debit. I can’t remember what date it was set out for… Also, it appears that no money was taken out of my account last month…??  I haven’t had any emails to say that I owe them any money so again I would assume that I’m now out of contract…

I genuinely can’t afford to pay £100 right now out of my account. I’ve been a customer of EE for many many years. I’ve never caused any problems and not paid my bill or owed them any money. 

They will be able to see this on their system… Can someone please tell me what I can do? if I go into my Bank would I be able to stop the money from coming out and if I did, would it just cause me further problems??  I think I really do need to speak to somebody.. but as it’s late, nobody is available, which is understandable. But I’m going to worry about this all night long…:  I won’t be able to sleep. I’m so anxious. I don’t want to be cut off but if the reason I owe £100 is because I am out of contract then that’s just really not fair. That’s too much money for one months broad band. 

[chantellewaller]

Oh okay, that could definitely be a possibility and would make sense. I hadn’t considered that as being an option! I’m going to call them tomorrow.

im not sure what’s worse….. being out of contract and price going up to £100 a month, or what you have suggested as it means I genuinely owe this amount. Either way I’m not implying I won’t pay, I just may need a little help. Even if it’s half now half next week .Gosh, I’m so worried, I hope they are able to help me. I’ve been a customer for prob 12 years, I’ve never caused them an issue before. A couple months ago I was few days late paying my bill. I rang them,  apologised. They were so lovely about it. the customer service team is lovely…  a few years ago, I think the same happened. apart from them 2 times in maybe 12 years, they can see on their system that I am a good customer. I’m sure they will be able to help me out somehow 🙏

[JimM11]

@chantellewaller All you can do is cover the DD payment that is going to happen, from what you have posted it is at least two payments and there may be a service charge applied, until you get on and look at the bill you will not know, it has been known in the past you get the e-mail but it takes about a day later for the bill to show up in your account, then you can go grab it download it and study it carefully. Once you get the e-mail it is or was 6-7 day's later the money is going to come out off the account. Looking at my old bills, 24th billing produced take out 1st off the month.

[chantellewaller]

I hate this worrying situation I will call them Monday and tell them I’m confused and explain everything to them honestly. I’m sure they can help me out. If not I’m changing provider!!! I will absolutely do that. But I’m sure it won’t come to that. Whenever I’ve called them over the years with query, about speed or anything they have always been super lovely. So pray for me that they can help me out 🙏

[garybs29]

Billing is definitley not just available monday-friday either, no idea where that came from

[chantellewaller]

So I can contact them tomorrow? Not a robot, an actual person? I hope so as I’d rather sort this out asap. I’m so anxious. I know of I speak to them they can explain. As I’ve always found the CS team very lovely. But I feel sick with worry that £100 will be taken out my account. I get paid 10th. If they take £100 now I’ll not be left with very much money whatsoever. I’m a single parent and it’s school holidays. I promise I’m not saying I won’t pay. And hope they take into account that I’ve been a customer for maybe around 12 years and I’m not saying that I won’t pay I’m just saying I need them to help me out a little bit here because I don’t understand what’s going on.  Gosh this is making me so worried. I hate this. I hope I can speak to them tomorrow rather than Monday. 🙏

[Chris_S]

Hi @chantellewaller 

I'm sorry to hear that this is causing you so much stress.

I can imagine it's worrying when you get a bill that's much higher than you expected.

I'd hate to see you left short during the school holidays, as I know how expensive school holidays can be.

I'd love for one of our guides to get this lookd into for you and give you some clarity on the situation.

Our contact centres should be open now for you to give us a call.

Chris S

[JimM11]

@chantellewaller Looks like you just need to do a call to EE as @Chris_S has suggested, hopefully by now you can also see the bill on your account.