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 🤣

[Sabrinap]

Having the same problem today! And last month payment made taken from bank but as pending the bank is waiting for ee to take the money but won’t happen notify ee that payment was made with screenshot to avoid late payment fee and once money is put back in your bank redo payment ee will say it’s the bank the bank will say it’s ee ether way your money is in no mans land 

[DudAtters]

I um unable to see my last two invoices.  I have contacted the EE help desk who have told me that this issue was first reported on 18th May 2025 with a 12-hour required fix, yet on 3rd June 2025 the issue has not been resolved.

Basically EE are collecting direct debit payments, including VAT, without any visible invoice support which I find staggering.  If you can't raise an invoice - don't collect the payment IMO!

[Katie_B]

Hi @DudAtters. 

Thanks for coming here. 

Have you previously been able to view your bills OK?

Speak soon, 

Katie

[DudAtters]

Yes - no issues previously.  I've just checked again just now, and the problem remains and no invoices are visible - you get the message: "Application error: a client-side exception has occurred (see browser console for more information)"

I would have thought it illegal to collect payments by DD for invoices which the customer can't see?  It's a shambles.

I'll be reporting this to Ofcom if the matter isn't resolved imminently.

 

[Peter_W]

Hi again @DudAtters.

I'm disappointed that this still isn't resolved for you, and would definitely recommend getting back in touch with our team so we can check to see if there are any updates. 

They'll also be able to give you a breakdown of your bill, and if needs be help get a physical copy sent out to you as well. 

If you haven't already you're certainly welcome to raise a complaint over this too, and if you remain unhappy after eight weeks, or if we can't agree on an appropriate resolution and reach deadlock, then take this to the Ombudsman for independent review. 

You can find a full breakdown of this process in our complaints code of practice. 

Peter