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.

[Gandalf2]

Yes, it may be - but it took a long time to get to me if it was an automated e-mail (5 days).  My next payment is due on 26th June, I believe - I can't check because I can't access my account online.

[James_B]

Hi @Gandalf2,

If your next payment isn't due until the 26th, it won't have been requested yet.

What happens when you try to log in to the EE app?

James

[Gandalf2]

Yes, I know it won't have been requested yet but last time you were supposed to request it you didn't - or else the bank refused to pay it and I don't know why they would have done that.

I can log in online but no products are shown.  If I try to link the broadband account, it tells me that it is already linked to different account and I have to log in using those details - but I don't know what they are.

[James_B]

Hi @Gandalf2,

I'd recommend contacting Customer Care on 150 who can check which email address your account is linked to. They can also amend it if necessary.

James

[Gandalf2]

I have tried this but I am simply not prrepared to spend 30 minutes listening to your irritating hold music to sort out a problem of your making that should never have been there in the first place.

[Gandalf2]

The next direct debit is due today but still has not been taken.

[James_B]

Hi @Gandalf2,

If it hasn't been debited by the end of the working day, please contact our billing team on 150 for support.

Have you had a chance to speak with the team regarding access to your online account yet?

James

[Gandalf2]

Not yet.  Is there a time/day when I can get through reasonably quickly?

[James_B]

Hi @Gandalf2,

If you select option one when calling, you'll be sent a text to allow you to request a call back to save you waiting.

James