Flex pay Arrrgh!

[RedS1lence]

Afternoon all..

A word to the wise.

I have 6 SIMS, for me and my family, and I decided to go for a new phone on mine and was offered flex play on the assumption I could make regular extra contributions to the loan balance and therefore pay it off as soon as possible.

That's where all the fun began.

The payments attempted (via all channels and departments at EE including the executive complaints department) either failed, but would debit from my account, sometimes not and sometimes coming off my airtime instead.

A proper mess.

After my 1st payment through direct debit went through we attempted a token contribution of £10 which worked.

We then tried £20 and it failed.

My complaints and issues are ongoing with the executive complaints department whom I can't fault to be fair, we're all perplexed.

I have 2 theories I'd like some help with?

1. The system is only allowing me to make 1 Extra voluntary contribution in the same month as my Direct debit payment?

2. The amount I'm attempting to pay is more than the £15 a month direct debit (£20 ) and it's failing because it's more than the direct debit?

All parties agree based on the flex pay terms and conditions that I can make extra payments, but clearly I can't and nobody can seem to get to the bottom of it all.

They have agreed I have a right to leave without penalty should it continue to not work, but I'm happy with my airtime plan.

Advice, solutions and suggestions gratefully received..

Yours sincerely

Chris 

[RedS1lence]

Thankyou Leanne 

But that's just it..

It was escalated and closed off twice but new problems occurred since then which means Flex payment is still currently broken and I have no outstanding investigation into it on my behalf outstanding.

Therefore if you could escalate this again on my behalf I would be sincerely grateful and I would like to discuss my contractual obligations because it's still not been fixed 3 months down the line.

Yours sincerely 

Chris B 

[Leanne_T]

Hi @RedS1lence 

I am very sorry we have no account access on the community to raise this and get your discuss your contract. Please get back in touch with our mobile guides to get this looked into further. 

You can also submit a complaint using our Make a complaint (ee.co.uk) form and the team will get back to you. 

Leanne.

[Boy1]

Be very careful. I took out a new handset with the flex contract and was sent the message that I had extended warranty on it. 
I paid extra and just owed £20 with more than a year left on my contract. However the handset is faulty but they state they cannot replicate the problem when they took the phone away for repair.  However when I spoke to them the problem is evident and they keep saying that they cannot hear me.  
Then I stupidly spoke to them and advised I was having problems paying off the £20 I wanted to pay.  The advisor just kept offering a new airtime contract as I had nearly come to the end of it but not the phone contract. I said no as I was worried that this would cancel my extended warranty.  They assured me it would not be the case and when I asked about paying off the handset they messaged me to confirm that my extended warranty would roll over. 
someone in complaints called me and took the payment. 
fast forward to last week when I again complained about the fault to be told that my warranty had ended as I have paid off the handset.  I have now had to ask for all the call recordings and notes as I have to go to the ombudsman.