Bill payment isn't showing on EE after two weeks

[austenliam]

I paid my bill via card on Tuesday 19th December for quite a sizeable amount of money, which was immediately taken from my bank account.

The bill was still showing unpaid, and after getting in touch with customer services, they said to wait and the money should return to my account.

That money hasn't returned, my bank have confirmed the payment is cleared, but I am now overdue on my EE account and my service has been suspended. I keep being told to call a number that I'm unable to contact due to suspension of my service. I can't afford to pay the bill for a second time because as mentioned, it's a considerable amount of money that has gone missing.

How can I rectify this? 

[Christopher_G]

Hi @austenliam 

Welcome to the community.

It's possible that the payment has gone through, but hasn't been allocated to your account for some reason. I recommend speaking to our Mobile Care team so they can search for it and hopefully allocate it manually.

Chris

[LILO96]

Hello,

I am currently having the same problem, how was this rectified for you?

Thank you

[austenliam]

Hey – unfortunately it was never rectified for me.

It got pretty ugly and messy trying to sort it out. Passed through multiple teams and representatives, made to re-send documents such as bank statements because there was zero internal communication between EE colleagues, and it never actually got solved. EE ended up trying to take me to court (!) for their massive error, and I appealed it and haven’t heard anything since.

This was around a year ago. All I can suggest to you is that you keep every single bit of proof that you made the payment, and don’t let them bully you into repaying. It’ll be an arduous task trying to sort it, and I apologise that I can’t be of much more help! What I will say is, it’s funny that this same issue has happened to many others when they were insistent that I was the only one it had ever happened to 🤣