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Credit on account not being used

woodknife
Visitor

‎20-02-2025 11:28 AM

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?

0 Helpful
2 REPLIES 2
XRaySpeX
EE Community Star
EE Community Star

‎20-02-2025 11:33 AM

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

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0 Helpful
Peter_W
EE Community Support Team

‎21-02-2025 09:11 AM

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