direct debit

[Gandalf2]

I have the same problem.  I can't access my account online for reasons I don't understand, so I can't set up a DD on line; and EE has not sorted it out after several attempts and my hanging on the line for ages each time.

[Leanne_T]

Hi @Gandalf2 

Thanks for coming to the community. 

Do you get an error message when setting up the direct debit online? 

What did our mobile guides advise when you called? 

Thanks 🙂

Leanne.

[Gandalf2]

I didn't set it up, as I still cannot access my account online, so your adviser said he would do it.  But it still hasn't appeared in my bank account as a DD payee.

[Leanne_T]

I see, thank you @Gandalf2 

How long ago was this set up with our mobile guides? 

Leanne.

[Gandalf2]

Only at the beginning of the week, but the guide said it would be active the next day.

[Leanne_T]

Hi @Gandalf2 

The direct debit would go to your bank to be accepted, have you checked with your bank to see if this has been requested? 

Leanne.

[Gandalf2]

I spoke to your advisor a week ago on Monday.  He said the DD would be set up overnight but on Tuesday it didn't show in my bank account.  It didn't show on Wednesday, either.  I couldn't check on Thursday but on Friday it was there.  Then on Saturday I received an e-mail saying you had cancelled the DD at our request!  Despite this, there is still a DD shown on my bank account but I don't know if it will work or not.  Last time you tried to take a payment the DD showed in my bank account but no money was taken.  You claim the bank refused payment; the bank says it did not receive a request.  To be honest I have no idea what is going on, and I suspect EE doesn't know either.

[Leanne_T]

Hi there @Gandalf2 

Thanks for coming back to me. 

Was the email from EE or your bank? 

Do you have a direct debit showing in your EE account online or EE app? 

Leanne.

[Gandalf2]

The e-mail was from you.  I still cannot access my online account, so I don't know if it shows there or not.

Your advisor said I would receive and e-mail which would give me access to my account and this might take up to 7 days, but nothing has arrived yet.

[James_B]

Hi @Gandalf2,

The automated email you received may be a notification of the old unsuccessful direct direct debit details being cancelled before the new one was set up.

When is your next payment date?

James