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 ? 

[ir8munk33]

I'm having the exact same issue. I moved to sim only a couple of years back, but now I want to upgrade my phone from my s22 Ultra to the new fold 7 only to be told my Customer Services after multiple calls that I have a limit of £45 a month on my account and they're unsure why its so low.

"Finance" took a look and did a thing where they link to my bank account (open banking) and refused to up the limit and wouldn't tell me why!

Utterly ridiculous - I'm basically being forced to go to another provider I think, which is a shame as I've been with EE for so many years now.

[Buzzlight]

Yes. Exact same has happened to me. Payed off my flex pay in full, and was told I could upgrade. The app even tells me I can, but won’t go through. Spend limit on account. Never missed a payment either. 

[Christopher_G]

Hi @Buzzlight 

Welcome to the community.

If you have a chat with our Customer Support team, they'll be able to check your eligibility and run through any upgrade options with you.

If you'd prefer, you could pop into your nearest EE Store and they can help with this too.

Chris

[Josh4843]

I did the exact same thing.. paid my last phone payment off early to then allow an early upgrade as instructed by a EE member on the phone .. sorted out a contract I was happy with and then it wouldn’t process. Found out my band spend is £61.. currently contract was £73, been with them for 4 years now with no money payment issues, always on time & correct amount and get this shoved in my face.. called EE 5 times over the last 2 weeks where all 5 members have “filled in a form” to increase my spend band and left out to dry.

[Lesley_W]

Hi @Josh4843 

This definitely isn't what we'd expect to happen and I'm sorry you've had a poor experience when contacting our team. 

I'd recommend you Make a Complaint so our team can address your issue and the service you've had.

Lesley

[drfa]

Same problem

3 lines 

never had any issues with upgrade from last 13 years but negative spend limit ( some internal non sense on account)

twice contacted customer service but still no luck

since there merger with BT they have become bunch of rubbish 

I am planning of leaving them and also broadband which was transferred to them from bt

[Josh4843]

They managed to resolve mine once I raised a complaint from the link Lesley supplied (comment above yours) 

only downfall besides this issue is you don’t get the BT 30% discount and double data anymore, it’s one or the other

[Sedgerbee18]

Hi. I have also had the same problem today and they said to rectify it you have to fill in this online form where you give we permission to look into your bank accounts, in the end I didn’t do this a sI didn’t agree with them doing it. I have a very good credit score rating and I also have been with we for 20 years, I think this is something we needs to adjust as I to will be leaving after my contract is up, they will also lose a lot of customers over this. Never missed a payment as all DD.