Overdue Bill of £56.04 – Already Paid but Showing as Outstanding

[Craigals]

Hi EE Team,

I’m looking for some urgent help regarding my EE bill. My account is currently showing an overdue payment of £56.04, but this amount has already been paid.

When I first tried to make the payment, the system kept declining my card. I attempted the payment three times, and while two of those payments were refunded back to me, one payment was successfully taken from my account. I have bank statements that prove the money was debited.

Despite this, my account still shows the balance as overdue, and I’ve now been notified that it has been passed to collections, which is very worrying.

Can someone from EE please investigate this urgently, as I’ve fulfilled my payment and have evidence to confirm this?

Thank you.

[Chris_B]

@Craigals  this is a public forum not customer support no one here knows who you are or has any access to your EE account, you need to call customer service services about this

accounts also take up to 24 hours to update

[Craigals]

It's actually been over 36 and it's still showing the same

[Michael_D · Accepted solution]

If it is still showing the same today @Craigals, please give our billing guides a call as @Chris_B mentioned.

They will be able to bring up your account and check the payments and if it is not showing, run through a payment search.

Michael

[Craigals]

 as you can see, I attempted the payment 3x on the app. Twice refunded. Now today I am restricted. As it's saying that I still owe what I paid. 

[Craigals]

If there is a direct email to payments/collections please may I have it.

[Craigals]

I'm assuming that I will have to pay another £56.04 to clear it then do a charge back with my bank to reclaim the £56.04 that EE have pocketed for themselves?

[Michael_D]

Hi @Craigals.

There isn't an email address that you can contact the team on, but I would recommend giving the billing guides a call to see what is happening as they will have access to the account to help.

I wouldn't recommend doing a chargeback before speaking to the team, so they can investigate the payments.

Michael

[Craigals]

Is there an issue with billing? I have now been refunded the amount today, so attempted again to repay and yet again it was taken then refunded. tried calling 150 only to be told that there is a 30-45min wait time. If there is an issue going on with payments going through then surely this is down to EE and they shouldn't restrict customers because of their error

[Peter_W]

Good afternoon @Craigals.

We're not aware of any other issues with payments like you have reported here. 

Whilst I appreciate there may be a bit of a wait, I would recommend you keep trying our team and someone will be able to help check this all out for you.

Peter