Payed early upgrade now EE can’t find payment

[Vonn89]

Has anyone had this I payed 2 early upgrades fees of over £550 so I could put my all my lines (3) to sim only. After completing this and making payment my bill was produced the following day with the early upgrade fee added onto my bill! Making my bill over £700!! Make contact told they can’t find payment ask me for bank screen shot and card information provided this. Next day wake up to all 3 of my lines barred! Even though my bill is not due until the 13th! I call EE to be told that my account has been put in deadlock and nothing can be done! 6 phone calls and still my phone is blocked and they are claiming not to have my payments! Iv have even provided proof that the money has left my bank account! They want me to pay another £300+ to have my phone lines reconnected! But with the payments I have payed my bill will not be over £300! So now I don’t know where I stand or what’s actually going on because not on single EE Guide will tell me what’s going on with my account! Anyone else had this issue and had it resolved outwith the ombudsman? 

[Northerner]

Hi @Vonn89 

You'll need to make a complaint:

https://ee.co.uk/help/contact-ee/complaint

Good luck.

Thanks 

[Vonn89]

Have done that complaint has been closed in less than 24 hours actually my text received from them make it less than 1 hour from open to closed! With a link to the ombudsman! I have opened a case and submitted  my evidence as per protocol for the ombudsman. I just find that in less than 24 hrs of missing payment EE are REFUSING to even deal with said missing payments! That have completely left my bank account and are showing as settled! And to refuse to help and insist that the ombudsman deal with it less than 24 hours after missing payments where queried! Is very strange as regardless ee will now have to pay for this investigation and will be out of pocket! 

[Linzi_H]

Hi @Vonn89 

If you have raised a complaint and been advised to speak to the Ombudsman, our team will be sending you a deadlock letter with the next steps to follow. If you already have received this, please follow the advice. 

You can read more about this in our Complaints Code of Practice.

Linzi 

[Vonn89]

Yes but EE did not even give 24 hrs to find missing payments before putting my account into deadlock and going via the ombudsman also means that my bill will not be payed on time and my lines have been restricted when my bill isn't due for another 6 days! But EE have blocked my lines and refuse to look for payments. According to ees own complaints process it’s supposed to get 8 weeks then contact ombudsman! I wasn’t even given 24hrs before someone put my account on deadlock and now I’m going to have to wait weeks for this to be sorted! 

[Linzi_H]

I'll send over a Private Message @Vonn89 

Linzi