Credit on account not being used

woodknife · ‎20-02-2025

I have over £300 credit on my EE account but I have just had £50 taken from my bank account in payment of this month's bill. That means I should now be in credit by £357.74. I was expecting my credit to be reduced against my bills until it is used up?

XRaySpeX · ‎20-02-2025

That's what should happen. I can't think why it didn't.

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Peter_W · ‎21-02-2025

Hey @woodknife, welcome to the EE Community 😊

Both you and @XRaySpeX are absolutely right on this one, existing credit should always be used to cover your bills prior to any fresh payments being taken.

There are a handful of exceptions, like for instance if a deposit was required for something, but we'd expect you to be notified of this before it's taken.

We don't have access to accounts via these forums, but if you give our customer care team a shout, they'll be able to check over what exactly has happened here.

Peter