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? 

[Rach_H]

Hi @Bombastic,

Welcome to the Community!

We want to make paying your bills as straight forward as possible, so I'm sorry to hear about what has happened here, and that our team haven't been able to track this down as swiftly as we would expect when you reached out.

It should take no more than 3 working days for a bank transfer to show in your account, but if this still isn't showing I'd recommend getting back in touch and making a complaint, as this is something our team are able to locate.

Moving forward, you can also use our payment link, and this payment will go directly to your account.

Rach

[Bombastic]

I think this payment link is for mobile phone and I only have broadband. 

[Lesley_W]

You can see the ways to pay your bill here Paying Your EE Broadband Bill. 

Have you been able to raise a complaint as @Rach_H suggested?

Lesley

[Stebo]

I have made payment but yet EE stupid system still bared my phone this a Sunday by the way so no one to call, I find absolutely ridiculous but has definitely been taken from my account fun thing is after it was taken their system tell exactly how much has been taken, now I have taken on the likes of apple and won so EE want to play stupid games with me as my phone is quite critical to my work and if they think I am someone they can walk over they got other thing coming, I will be contacting the Ombudsman then news articles as I can see this seem to be a regular issue and of course BBC panorama.