Flex Pay Airtime Downgrade Blocked – 'Not Enough Spend' Error".

[Mrsmeds]

I am writing to log a formal complaint regarding the incorrect information and service restrictions I have received from your customer service team.

My airtime contract minimum term has ended, and I am currently out of contract on a rolling monthly basis. My handset is on a separate Flex Pay device finance agreement until July. Under EE’s own terms and conditions, I have a legal right to downgrade my out-of-contract airtime to a cheaper SIM-only rate while my device loan continues.

Every time I try to do this, your advisors and online system block me, claiming there is "not enough spend on the account." This is a known system error where your automated credit system is incorrectly treating a simple airtime tariff reduction as an application for a brand-new additional line. I am not trying to increase my credit footprint or add a line; I am trying to lower the cost of my existing, out-of-contract line!

[XRaySpeX · Accepted solution]

@Mrsmeds : This public user discussion forum is not the correct platform for raising complaints upon or escalating issues with EE. This user discussion forum can have no access to your specific account. You need to raise this with CS.

You can make a formal complaint to EE & if you don't get satisfaction after 6 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .