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. 

[XRaySpeX]

Being "out of contract" as you call it doesn't stop you being committed for paying for services. These BB contracts don't just end, just the min. term expires. They are not fixed term contracts. After the min. term they just carry on at the non-discounted price on a rolling 30-days' notice basis until you explicitly migrate, cancel or upgrade.

If you're having difficulty paying your bill on time you need to contact CS urgently to come to a repayment arrangement - see Help if you can't pay your bill

[chantellewaller]

What is the email address for EE so I can write it all down and send it to them tonight. I’m in no way saying I’m not paying , I just need to tell them what’s going on from my point of view and ask them for their help and to explain to me what’s what, and tell them honestly that paying £100 right now will put me in a really difficult financial position. If I genuinely owe that money (I don’t see how that would be possible, I’ve had zero emails or letters or anything to tell me, and i am still connected and not cut off) then I’ll ask to pay half now half a few weeks. But again I don’t see how I could owe them any money. It absolutely has to be because I’m out of contract, in which case that’s an unbelievable amount of money to pay for one months broadband. There’s only me and my daughter who live in our house. I will certainly challenge this amount.  

[chantellewaller]

I promise im not implying I’m not going to pay. Thanks so much for your reply, but would you mind reading my post again. And I’ve just posted a reply to myself as further explanation . If possible, I want you to re read what I’ve posted so you can understand what I’m trying to say. I do appreciate your help though 

[chantellewaller]

You have been helpful tho and I really appreciate you replying to my post. I guess I will give them a call tomorrow and explain everything to them. to be fair over the years, I’ve always found the EE customer service team to be extremely helpful. So I’m sure they will sort it all out for me. 

[JimM11]

@chantellewaller EE Billing and Accounts is a Monday to Friday operation and does not operate weekends, you never paid last month and that may just have been because off the reset up for you DD payment's again plus any charges EE may have applied to that, you do not know if you are out off contract terms ie past your 24 month period or what ever you had with EE, if you have your first bill or an e-mail confirming your activation date you could work it all back. Call them Monday morning and hopefully they inform you what is happening. The out off contract is just the loss of discounts that were applied to your term.

[XRaySpeX]

EE provide no email contact. You would need to discuss your circumstances over the phone & find out from them where you stand with payments & charges. Can't you see this in your online EE a/c under Bills & Payments?

[chantellewaller]

As I was a few days late with my payment a couple months ago (again  I don’t make a habit of doing this, it was a very rare occurrence and they will see that on their system if they look into my history as a customer of prob around 12 years ish) I called them panicking, the lovely guy I spoke to on the customer services team, took off my late payment. I think it was around £10. I can’t remember now. obviously I paid in full when I made the phone call and reset up my direct debit. he did inform me that my contract was coming to an end, but my brain is all over the place and see me didn’t write down the date. so I’m leaning towards the possibility of me being out of contract rather than me owing them money for multiple months bill.  I had money in my account last month to cover EE bill. It wouldn’t have been declined. Plus I would have been cut off if that was the case.?
 And surely I would have received emails or letters telling me I owe money and I didn’t. so I’m absolutely certain that this is not the case. it absolutely has to be because amount of contract? Which is my silly fault for not keeping an eye on end of contract date. £100 for one months broadband is absolutely crazy and I’m sure if I speak to the customer services team they’ll help me find a solution to this. whenever I have spoke to the customer services team over the years ; they have been outstanding every time. I promise I’m not implying that I’m not going to pay. I just need to know when this money is due to come out because I’m really struggling right now due to the school holidays. it’s going to leave me quite short. I really do need to have a chat with them. Because nobody is available right now, understandably, my crazy anxious minds is working overtime I’m getting really worried and I won’t be able to sleep tonight.. I really do appreciate your reply. 

[JimM11]

@chantellewaller Monday to Friday, accounts and billing is where you need to be.... You could have been rolled over billing cycle wise, so last month got skipped still owing the amount but to be collected plus the amount due for the next period, it happens when Billing DD get all changed for whatever reason. You said it ""Also, it appears that no money was taken out of my account last month…??""

[chantellewaller]

Thanks again for your reply. I receive emails from EE. Always get emails about my bill. I never read them as I always pay it with no issues. 

I’ve tired many times to view my bill and I’m not able to. I tried last month too when I noticed no money had been taken from my account, I forgot about it, my Brain is terrible. Got emails today saying your bill is ready to view and I thought oh yes, I need to see when DD is coming out (so I can mange my money and budget properly due to school holidays and it being tight at the moment) 

again wasn’t able to access my bill. I tried various times and various ways. (I’m a bit rubbish at times with problem solving but I did try many times) somehow managed to find out I owe £100 on the Help section. panicked because I’ve never been in Debt with them or owed any money and panicked because I don’t know what it’s for and when it’s going to come out. I hope I’m explaining myself correctly. appreciate your help thank you.