Payment Failure charge

[Barbara111]

My bill this month is incredibly confusing. My bill is due to be payed today (26th December) but an attempt was made to charge me on 6th December. I got a notification on the 17th that it had failed and paid my bill immediately. On 18th December, I noticed there had been an extra £5 added onto my bill for "failed payment" (I checked and this was added on the 18th) and I keep getting texts to pay my bill in full plus the extra £5, even though my bill has been paid (early) and the evidence of this is on both the EE app and my bank statement. I cannot get through to EE and I don't want to be charged more. I would also like some clarification on the "failed payment" charge, since the money was attempted to be taken out of my account well before my bill was due and was added to the bill AFTER I'd already paid for this month. 

[Northerner]

Hi @Barbara111 

I refer to your last thread

https://community.ee.co.uk/t5/Contracts-Billing/How-to-cancel-a-direct-debit-change-your-payment-met...

EE billing cycle is 10 days before payment is taken. You receive your bill and the your allowances are reset, then payment is taken 10 days later. If this falls on a bank holiday it is taken the next working day. 

If you have recently joined or you have upgraded then billing is slightly different as you are billed for the closure/upgrade to your new plan. 

If you pay money into your account within the 10 day window your bank will still be credited and the extra money goes towards credit for your next bill.

Late payment charges are explained here:

https://ee.co.uk/help/help-new/billing-usage-and-top-up/paying-my-bill/what-should-i-do-if-i-cant-pa...

Thanks 

[XRaySpeX]

The attempted DD payment on 6 Dec. was for your bill of 26 Nov. not for your today's bill. After it failed, EE would have tried again about a week later. It must have failed again then. Hence notification on the 17th & the resultant failed payment fee.