Billing

[Asinead1991]

I’ve been an EE customer for near on 10 years, this year after several family deaths I struggled to pay my bill. I informed EE at the start of the year regarding this, my handset contract ended in march and was fully paid off. I also informed EE regarding my mental health, I’ve attempted to pay my bill via website to no avail, I’ve attempted to pay my bill via phone to no avail. My anxiety can’t take talking to an advisor on the phone, and constantly explaining my situation to get my bill down to a reasonable given I’m now only paying for a sim contract even though they’re charging high contract price, my phone is now completely cut off with a bill of over £253 I can’t even receive calls and honestly this is just causing more stress it’s been such a poor way to treat a loyal customer experiencing an already tough time. 

[Schockwave]

Hello @Asinead1991 ,

Welcome to the community,

Sorry to hear about family deaths and your mental health, hope you will soon be feeling better.

If you have finished paying for your handset, you can click on shop or do this via the app and click on upgrade to see what is on offer for a sim only contract, as this will save you money. You can also speak to customer service to see what they have on offer.

[Peter_W]

Good afternoon @Asinead1991.

Welcome to the EE Community, and I'm sorry to hear that you've been having such a tough time of things recently too. 

@Schockwave has given some great advice here on how you can change your plan over to something cheaper if you haven't had the chance to do so already.

When was it you were trying to get your bill paid, and what was happening when you were trying to sort this?

Peter

[Asinead1991]

I’ve tried paying it a few times over the past couple of months although I majorly dispute the high cost after telling EE numerous times I wanted to be put onto a rolling sim something that should be done after a handset is paid rather than customers paying a high price. I had no physical card for a while so couldn’t phone to pay, and had rely on trying to pay via the app which just stays on the loading screen even after you accept the charge via banking app I managed to go shopping and it was still loading when I got back. 
in no way should I now not be able to receive phone calls either.

[Peter_W]

Thanks for explaining that for me @Asinead1991 

Whilst we don't have access to customer accounts via the Community, if you've asked to switch you plan and you feel this hasn't been completed, I definitely want to make sure we get this all investigated further. 

If you'd prefer not to speak with us over the phone, I'd recommend heading over to our complaints page and fill our our dedicated web form. 

This will be picked up by our specialist complaints team, and within 7 days they'll review all the details of your case and get in touch via email or phone to discuss your experience.

Peter