Contract Ended, Paying Full Price

[eleanorm99]

My contract ended on 5th Jan, and I took out a new contract with a different provider on 3rd Jan. I used the text service and it said the amount I would have to pay if I left now was something like £8. I transferred my number over to the new provider using a PAC number, and on the 3rd Jan, my EE account said my account was expired and my number was no longer in use with EE. I logged onto my EE to see my final bill and it's still the full amount of my monthly contract, why am I being charged full price, when ended my contract before it expired? 

[Peter_W · Accepted solution]

Good afternoon @eleanorm99.

Welcome to the EE Community 😊

We don't have access to accounts via these forums to check this exactly, but with this one it's most likely a case that the bill you're looking at here was produced prior to your number leaving our network.

Our billing system doesn't recognise that the account is closed until the port-out has fully completed, so if your bill date falls around the same time, a full bill can still be produced. 

If this bill charges you beyond the official contract end date, you'll receive a further final bill outlining the amount you're due as a refund, so I'd definitely recommend keeping any direct debits active for now. 

It's definitely best to get this double checked with our customer care team to be sure though, as we always want it to be clear what's happening with any charges.

Peter