EE flex pay

[Amymoom1n]

I have been with you for over 20 years. I have 6 phones on contract. I have always paid my bill on and around the 10th of the month and never have any problems. I renewed a contract or two last year and everytime I go to pay my bill it's been put into collections all of a sudden and I get messages before hand saying your going to stop my usage.. what has changed?? I'm angry with it. Check my behaviour over the years. Once I've been late and I phone to say. I was a valued customer last year and now.... and as for flex pay talk about confusing..Its part of my bill that I have forgotten about in the past few month since first having it in august and you also seem to want me to pay a month in advance all the time. Showing as due 2nd of Feb but overdue?? Once all my contracts are up I'm leaving. I think 2 bills is stupid.  More work and money costs for the customer when it should be you splitting the total on your end upon recieving it. For my bill to go into collections when I've always paid on the 10th no matter whatand due on the 2nd and you guys knowing this is appalling and then charging me for late payment too. I organised this arrangement upon opening the contracts all them years ago. And you got my order wrong.thats never happened before. .also you couldnt seem to put right. They talk the talk on the other end of that phone but can't walk it. And one guy wow.. talk about pushy on the broadband front. Which I would have considered had he not been  so pushy.. I'm utterly disappointed as of late. I spend nearly 150.00 every month. Loyal customer you called me even said great at paying they said over the phone and then immediately you start with all of this. Uve made me feel unwelcome and unwanted.

[Amymoom1n]

Been trying to order an apple device for months now on an upgrade for my son despite issues I have with you in other areas.. which I'm not happy about after 20years of a good relationship. Just lately I'm quite disappointed. The link for the upgrade is broken on the last page for upgrade. Arghh. Spent 40odd minutes on hold to do it over the phone which I don't have much confidence in coz they got it very wrong last time. And the phone went dead. 

[bristolian]

There seems to be some misunderstanding regarding FlexPay especially, it does absolutely not mean receiving two bills.

EE's traditional contracts bundle your airtime usage & phone/device loan into one single monthly payment which is agreed on a rolling basis with a minimum-term contract. At the end of that minimum-term, nothing changes and the contract rolls on until you explicitly make a change.

FlexPay was introduced in response to consumer demand, to have two monthly contracts. One fixed-term finance loan for your device/phone, which naturally ends once repaid, and a second rolling plan for your airtime which continues until you explicitly request cancellation or a change.

[Peter_W · Accepted solution]

Thanks for taking the time to share your experience here, @Amymoom1n.

The details @bristolian has shared here give a great overview of Flexpay and how the two charges are broken down. 

When it comes to your bills in general, I can totally appreciate it will come as a surprise if you keep entering Collections each month with seemingly no issue. 

We don't have access to accounts via these forums, but if you get in touch with our team, they'll be able to take a look over your account and payment history to get a better idea of what's happening here.

Alternatively you can also raise this as a complaint via our webform here. 

Peter

[Chris_B]

@Amymoom1n  Just to point out you do pay a month in advance.  It’s only out of allowance charges that are paid in arrears.  

[Amymoom1n]

Shame that wasn't made clear when my order for the upgrade was done. And
done wrong I might add. Plus your link is broken for upgrading.

[bristolian]

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@Amymoom1n wrote:
Plus your link is broken for upgrading.

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For your info, the only participants in this forum that are EE staff, are those posting as "EE Community Support Team" such as Peter_W above.

All else, myself & Chris_B included, are just fellow users. See https://community.ee.co.uk/t5/EE-Community-info-News/Meet-our-Community-Stars/td-p/1421642 & https://community.ee.co.uk/t5/EE-Community-info-News/Meet-our-Community-Team/td-p/1415489 

[Chris_B]

@Amymoom1n  you say you’ve been a customer for some 20 years and you’ve only just learned this.   Wow.  

[Robriley724]

I'm with you on this been a customer since ee took over t mobile where I was also a loyal customer with the full monty plan which was awesome unlimited everything and only 35quid a month, since going over to ee the bills just rise and rise to a ridiculous monthly amount, and I think this flex pay is stupid I so much preferred the older way everything in one monthly price and bill to be paid im now paying nearly 150 a month where before it was way less.

Im actually really considering leaving ee after this contract is up and going elsewhere

Very disappointed in ee 

[bristolian]

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@Robriley724 wrote:

I think this flex pay is stupid I so much preferred the older way everything in one monthly price

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The FlexPay structure was introduced because of customer demand, the legacy method caused many complaints from users who were outside their minimum term and upset because of their monthly price not automatically dropping. EE are not alone in going this way, other networks have all done the same.

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@Robriley724 wrote:

Im actually really considering leaving ee after this contract is up and going elsewhere

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Make sure that you find an operator who offers plans structured the legacy way, although I suspect you're going to struggle. I understand that EE offers them via CS if you specifically request, although your choice of plans may be more limited.

FlexPay is no reason for your bills to be £150/month more than an "all-in"plan, something else is causing that. Identify the cause, and your thoughts may be different.