Problem is bill

[Harvodinho]

Firstly, I am experiencing two problems with my billing.

1. When I go to the billing tab within the EE app, it says my flex pay bill is overdue. However, under where the price is in the box, it says due 7th December. When I click on "make payment," I am greeted with "Your payment is up to date. You have nothing further to pay at this time. Payment due as of 7th December 2024."

2. Second problem: when I made a payment today toward my main contract bill, the payment went through without a problem. I got a confirmation email seconds later to confirm it. The money left my bank account and went into pending. This was at 12:57 a.m. At 2:14 p.m. and 2:36 p.m., I received two text messages from EE saying, "Your Direct Debit payment has failed on your EE account. We'll try to take it again in approximately seven days' time, so please have the funds ready." What do you mean, have the funds ready? The money went out of my account; it is still stuck in pending, and the money hasn't been returned to me to have it ready to be taken again.

[Christopher_G · Accepted solution]

Hi @Harvodinho 

Welcome to the community.

Do you usually pay by Direct Debit? Have they been going through successfully for the Flex Pay and your airtime bill?

If you have a Direct Debit set up, you shouldn't need to make a card payment against your account. This would risk a double payment; the card payment and the Direct Debit.

Chris

[Harvodinho]

Payments have been successfully going through previously with my old contract. I'm experiencing this problem with a recently new contract and it's the first bill i need to pay. 

[Katie_B]

Thanks for confirming @Harvodinho. 

The best way to get this checked would be by giving us a call on 150. 

Our customer care team have account access and will be able to see your Direct Debit/Payments. 

When you have a moment please give us a call.

Katie 🙂