Final Bill, Account Closure and Incorrect Billing Emails

[omer_wasiq]

Dear EE Customer Services / Billing Team,

I am writing regarding my EE broadband account and the continued emails I am receiving regarding billing, despite my broadband contract having ended in April 2026.

I was previously advised by EE Customer Services that the final bill would be automatically debited from my bank account once the account was closed. Based on that information, I understood that there would be no further action required from me.

However, I continue to receive emails from EE regarding a final bill/payment. The situation is particularly concerning because I am unable to access or view the final bill through my EE online account. The online account upon login says your account is now closed. Kindly view your final bill here. 

Whenever I log in and attempt to view the final bill or my previous account/contract details, the page continuously loads and refreshes, preventing me from accessing the information. I therefore cannot independently verify:

• The amount of the final bill, if any;
• Whether the final bill has already been paid or collected by direct debit;
• Whether EE considers any balance to be outstanding;
• The date on which my broadband contract/account was actually terminated;
• The final account statement and breakdown of charges; and
• Any other details relating to the closure of my broadband contract.

I would therefore ask EE to urgently investigate this matter and provide me with written confirmation of the final status of my account.

Specifically, please:

1. Confirm whether I owe EE any outstanding amount whatsoever.
2. If there is an outstanding balance, please provide the full final bill and a complete breakdown of the amount claimed, including the billing period and reason for each charge.
3. If the final bill has already been collected from my bank account, please confirm the amount collected, date of collection and that my account has a zero balance.
4. Please provide me with a copy of the final bill and the relevant account/contract closure details by email, as I am currently unable to access them through my EE online account.
5. Please confirm the actual date my broadband contract/account ended and that no further recurring charges should be applied.
6. Please stop sending me repeated payment/final-bill emails if there is no outstanding balance.
7. Most importantly, please ensure that no incorrect or unresolved outstanding balance is reported to any credit reference agency, as this matter is affecting my credit history.

I have made every reasonable attempt to resolve this directly with EE, including contacting Customer Services and attempting to access my account online. The online account issue is preventing me from obtaining the information necessary to determine whether there is genuinely any amount due.

If EE believes that I owe any amount, please do not simply continue sending automated payment reminders. Instead, please provide me with the actual final bill and supporting account information by email so that I can review and resolve the matter appropriately.

If there is no outstanding balance, please confirm this in writing and ensure that the account is fully closed and that no adverse information relating to this matter is recorded with credit reference agencies.

I would appreciate a written response confirming the above and providing the final account documentation.

Account details:

• Name: Omer
• EE Account Number: [redacted]
• Telephone Number: [redacted]
• Email: [redacted]
• Broadband contract ended: April 2026

Please treat this as an urgent billing and account-closure query, particularly because of the potential impact on my credit history.

I look forward to receiving confirmation of the final account position and the final bill/closure documentation by email.

Kind regards,

Omer

[Mod edit: Personal information removed]

[Schockwave]

Hello @omer_wasiq ,

Welcome to the community,

Personal details are, as per forum rules not allowed, if you can please remove them, otherwise one of the forum staff will do so, as have reported.

This is not customer service and we have no account access in this public forum, so you will have to contact them yourself and you can also fill in a complaints form, which will be looked into if you do not get satisfactory response by contacting them first:

https://ee.co.uk/help/contact-ee/complaint?_gl=1*d1pk2d*_gcl_aw*R0NMLjE3NzIxMDU3NzAuQ2p3S0NBaUEtX19N...

[XRaySpeX]

@omer_wasiq : Did you keep your DD open after you left? Can you check on your bank site that it is still extant?

Can't you check in your bank a/c whether EE took a payment after you left?

Here you are not addressing EE CS or Billing Team. This public user discussion forum can have no access to your specific account. You need to raise this with CS.