Bill issues

[KateAmyLangley]

I recently moved abroad and arranged for 2 phone and contracts to be paid in full, this was discussed with EE multiple times

it appears that they have taken some payment but I still have a monthly DD on my account when I specifically requested for it to be settled

Being abroad I don’t know how to contact them to sort this out 

any suggestions please? 

[Michael_D]

Hi @KateAmyLangley 

Welcome to the community.

When you spoke to our guides, did they arrange to cancel the contracts, or was it just a payment to cover the rest of the term?

Unless the direct debit was cancelled, it would still take payments until the lines are cancelled.

Michael

[KateAmyLangley]

Hi Michael 

I had arranged for the contracts, plans and phones to be settled and both sims to be switched to pay as you go

when I look on the EE app, it shows my flex plan as live 

shall I cancel the direct debit from my account? 

[Michael_D]

I wouldn't cancel the direct debit until it has been cancelled @KateAmyLangley.

When was it you spoke to the team? There is normally a 30 day notice period if you are moving to pay as you go.

Michael

[KateAmyLangley]

I spoke to them first in August and then again in September to double check everything was arranged

They told me everything would be cancelled on the 13/10 and the bulk payment was taken at the end of October, the direct debit came out of my account at the beginning of November 

[Michael_D]

I think it would be best to speak to our billing guides so they can check the account to make sure it has been cancelled as expected, and see what is happening with the charges.

If you aren't able to call from your mobiles with you being abroad, you can also call through Skype on +44 800 079 8586.

Michael

[KateAmyLangley]

Ok thank you Michael 

I will give the number a try tomorrow and hope to have things sorted 

many thanks