Inquiry Regarding Billing for Converted Prepaid SIM

[golra]

Dear EE Customer Service, I hope this message finds you well. I am writing to express my confusion regarding the recent bills I have received for my SIM card, as I was under the impression that my account had been successfully converted to a prepaid plan. On November, I contacted your customer service hotline to confirm the status of my SIM, and I was informed by your representative that my SIM has indeed been converted to prepaid. Furthermore, I would like to highlight that I already settled my due bill in December 2024 during my visit to the EE office located in Huddersfield town center. Given this context, I am puzzled as to why I am still receiving billing notifications for my SIM. Could you please clarify my current account status? If my SIM was changed to a prepaid status in December, I would appreciate confirmation of this and an explanation as to why I continue to receive bills. I would be grateful if you could investigate this matter and provide clarity as soon as possible. Thank you for your assistance. Yours sincerely, 

My account no is : ************

Shoaib 

[mod edit: removed personal details from the forum]

[Leanne_T]

Hi there @golra 

Thanks for coming to the community. 

To check the account status and look into why you are receiving bills and texts advising you have a bill ready, please get back in touch with mobile guides again and they can help you with the account and get this sorted for you.

Thanks very much. 

Leanne.

[golra]

Dear Leanne, Thank you for your prompt response and for your assistance with my account. I appreciate your suggestion to contact the mobile guides; however, I am currently out of the country, and making a helpline call is quite expensive for me. I kindly request if your department could take action based on the details I previously provided. Your help in resolving this matter would be greatly appreciated. Thank you very much.

[Leanne_T · Accepted solution]

Morning @golra 

Thanks for coming back to me. 

I am sorry we have no account access on the community, you would need to get in touch with our mobile guides to get the account looked into. 

For ways to get in touch, please see our Contact Us page, this includes an option for calling from abroad to help get you through to the right team 🙂

Leanne. 

[XRaySpeX]

Try calling CS on the Freephone no. in my sig. on Skype over WiFi. It should be free.