Direct Debit Issues

[EMCHES]

I have 2 phones on my account so have 4 payments a month in total (2 airtime and 2 device payments).

When my husband and I created a joint account, we used Smart Switch error or bank to transfer all of the direct debits over. 

For some reason not all of the payments changed to our new account so we had a missed payment. 

We called EE and set up the direct debits to be sure that all of the payments were set up, a month later we had a message saying that we had missed a payment. 

Called EE again and checked the DD were all set up for all four payments and we're told it was sorted. This month we have more messages from EE saying we have missed payments and it may affect our credit. 

They aren't scam messages at it says on the app that we have missed payments too. In total, wet have dry these direct debits up there times now and they are still not coming out of the account correctly. 

I know we'll have to call up about it tomorrow (yet again) but we wondered whether anyone else had had similar problems? 

We trying to get a mortgage and this whole mess is really affecting our credit scores in a negative way....

[XRaySpeX]

Is the missing payment for the airtime bill? You should only have 1 DD for the whole bill covering both the 2 SIM plans under the same a/c.

Maybe a 2nd setup of a DD for that a/c replaced the 1st DD.

[Vicky2003]

Same issue here, started off with the app failing to show the owed balance and due payments/bills etc for the device, we enquired before this about possible payments not tracking against balance correctly and from that day onwards, the app broke and we was never able to pay or see our balance, direct debits dont work and even the app to make payments.

We enquired and enquired and even made complaints to whom never resolved, never received a deadlock letter. Follow months later, again still nothing and we then got into a personal problem with life which requires us to get a mortgage also but there is now going to be credit affects on score due to this situation.

EE have then told us different things every time we rang, each time to set up a direct debit, email confirmations but money never goes out, ring again, same thing get told its all okay and actually not in arrears at one point. Then fast forward today to get a call from collections.

EE fully are aware there is a massive issue with there system that isn't just affecting one person, I wouldn't be surprised if its some dodgy process put together like Virgin Media recently got fined for.....

Every time we ring they just say we don't know how this can happen.
Think we are finally going to take them to the ombudsman as its causing undue stress and issues at getting a property/mortgage too.

Probably one of the worst companies we have used for mobile phones/internet and the rest of it. 

FYI this journey started September last year and to this day, no fix or resolution, collections actually asked us to ring on a specific day every once a month to pay it, but in reality we shouldn't have to do this with BEEN SO busy and should always be able to pay it via direct debit or via a app/website or something using a account number to the flex pay plan.