EE Closed my account and I can’t call them to fix it

[CHollins]

EE JUST sent me a text that I had an overdue bill. Apaparently it didn’t charge my card or tell me if my card failed so I can use a different card. It should have told me I had a bill before saying it was overdue and now that’s going to hurt my credit. I am trying to pay it but it won’t load and I can’t call any of their numbers. None of them! I tried calling their number they said I can call from any phone on a different phone and that wouldn’t let me maybe cause I’m in the USA right now. My credit should not suffer over this. They should have told me I had a bill and I would have paid it. They won’t let me pay it. Apparently my account is closed but they literally just texted me.

[Leanne_T]

Hi there @CHollins 

Thanks for coming to the community. 

If you log into your EE app, does this show as closed? Can you make calls, send texts and access data still on the phone in the USA? 

Have you checked your bank to see if the payment was taken in case this was not a message from EE and possibly a scam text? 

Speak to you soon. 

Leanne. 

[CHollins]

Hello,

Yes, it says my account is closed in the app and it didn’t charge me. I can’t make any calls. I only just got a text today saying I had an overdue bill and to call to pay but it wouldn’t let me make any calls whatsoever to pay. Not even 150. I had to borrow someone else’s mobile in order to call them and get it settled but apparently I can’t make my payment until I get back into the UK. I don’t understand why if my direct debit failed, it wouldn’t tell me. It never told me I had a bill until today and they closed my account for not paying a bill I was never told existed. I was finally able to call them on someone else’s phone and their direct debit didn’t work. They didn’t even try to charge the card. They just closed my account without warning. I got it settled and they’re going to let me pay it back on the 27th when I’m back in the UK (apparently I can’t just pay it now?) but I don’t know how I’m supposed to trust EE anymore.

[Leanne_T]

Hi @CHollins 

Thanks for coming back to me and letting me know. 

I'm sorry we have no account access to check why the payment could not be made today. If you have a direct debit set up and this is still active, the 27th may be the date this is due to take the payment with your bank. If you made a payment today you could end up paying twice. 

To check if this is the case or there is a different reason, you would need to contact us again and the team can check this for you. 

Leanne.