Cannot make an online payment

[Skye74]

I have been trying for a few weeks to pay my bill online by debit card. If I use my Monzo card, the money goes out and instantly gets refunded. If I use my HSBC debit card, it goes out and 3 days later gets refunded. I have tried to chat online but it disconnects after an hour or two. I have tried calling but give up being on hold after an hour. 

Now my phone has been restricted, my daughter has the phone so cannot stay in touch with me while she is out or at school. I honestly don't now what to do next.

[Profile closed]

Hi @Skye74 

Welcome to the EE Community,

call freephone 0800 956 6000 select option 2 then option 4.

Thanks

David.

[Skye74]

I've just tried to pay over the phone, system took my debit card number and then said the payment service is unavailable and disconnected me!!

[Leanne_T]

Hi @Skye74 

Thanks for coming to the community. 

Is your account active or has this been cancelled? 

Do you have a mobile account? 

Leanne.