Low Spend limit imposed and now cannot upgrade

[Alana85]

So I have been with EE/Orange for 20 years, in that time have never missed a payment and I have 3 lines on the account (myself and my children) 

I’ve been trying since Friday to do my annual upgrade but the system wouldn’t process any orders for me,  and I finally got through to someone today who after an hour of trying to push the order through came back and said the upgrade was failing because the spend limit on my account had been reduced to a really really low amount so upgrading would be impossible 

The spend limit is so low that I won’t be able to upgrade any of my phone lines and they are all due for upgrades in the next 6 months 

I have a good credit score and like I said I’ve never missed a single EE payment in almost 20 years,  and now this low credit spend means I’m going to have no choice but to move over to another network which is beyond disappointing 

it’s been escalated and I’ve been told it will be looked at in the next 72 hours,  but I’ve found EEs customer services have gone massively downhill recently so no doubt I’m going to be chasing them because they don’t get back to me

Has anyone else had a similar issue with a low spending limit being imposed for no apparent reason ? 

[Northerner]

Hi @Alana85 

What tariff are your devices currently on. 

Thanks 

[Alana85]

2 lines are on the all rounder tariff (one of those is on upgrade anytime) and the 3rd line is just on the essentials tariff

[Lesley_W · Accepted solution]

Hi @Alana85 

Thanks for coming to our community.

This does sound like an error so I'm pleased the team have sent this for investigation and it sounds like they're doing what's needed to resolve this for you. 

Please do keep us updated.

Lesley

[Lauren120]

Did this get sorted because I’ve had the same problem today , even when I’m upgrade anytime . 

[Linzi_H]

Hi @Lauren120 

If you're having any issues completing your upgrade, speak to our team directly, and they'll be able to review your account in closer detail.

Linzi 

[Lauren120]

I have and they are useless can’t help. So much for being upgrade anytime. Been a loyal customer for years looking at going elsewhere for both mobile and broadband. Nothing but overpriced liars 

[Linzi_H]

I'm disappointed to hear you're no further forward with this @Lauren120

I would advise calling back, opening a complaint, and escalating this to a manager for review if needed. Or Fill out our complaints form, and a dedicated member of the team will get back to you within 7 days.

Linzi 

[dmphoto]

Im in the exact same boat. 4 lines on my account. Ive been a customer for over 20 years, never missed a payment, upgrade every second year at the same time. Went through to customer services to upgrade to be told I have a negative spend limit on my account. Told to wait 72 hours for a resolution. 

The advisor James sold me broadband as part of a deal upgrading all my lines at the same time to save me some money. Strange as the broadband fibre deal went through without a problem, just the upgrades and change of plans on the sim only deals.  Ill be cancelling the broadband before the installation date and staying with virgin media!

Im seriously considering taking all 4 of my lines elsewhere. Spent nearly 2 hours on the phone on Tuesday and no further forward for something that should be very straightforward.

[Peter_W]

Hi there @dmphoto.

Welcome to the EE Community!

For all EE mobile customers there is an internal recurring charge limit that determines how much they're able to take on in the way of fixed charges per month. 

This is separate to broadband as it's held on a separate system, but if a sale / upgrade is declined it is sometimes possible to send over for a credit referral to increase this limit.

There is a slight difference with some of our newer FlexPay plans, though. This is a formal credit agreement similar to a loan, so does require a separate credit check. 

I'm confident our team will do all they can to resolve this for you, but if you continue to struggle it could be worth flagging this directly with our credit file team too.

Peter