Request for Confirmation of Payment Completion and Cancellationof Further Charge

[Shalu14]

Dear EE Customer Service,

I hope this message finds you well. I am writing to seek clarification and resolution regarding ongoing charges to my account, despite previous assurances from your team.

According to my records, the payment for January 2025 was successfully completed. However, I noticed a deduction of £95.04 in February. I contacted your customer service at that time, and the representative informed me that the number had been cancelled and that I would receive a refund of £68.

Despite this, I was charged an additional £27 in March. I contacted customer service again and was assured that my direct debit and connection had been cancelled. Yet, I continue to receive letters regarding overdue payments, including in April.

This ongoing confusion has caused significant concern. I kindly request that you:
1. Confirm that my payments are up to date.
2. Confirm the cancellation of any further charges or services on my account.
3. Ensure that no additional payments will be deducted in the future.
4. Provide a clear summary of the charges applied from January to April 2025.

Thank you for your attention to this matter. I look forward to your prompt response and a clear resolution.

Best regards,
[Mod edit to remove personal information]

[Chris_B · Accepted solution]

@Shalu14  to terminate a contract you call customer support and you give 30 days notice of termination.   This is a public forum and no one here knows who you are so nothing will be done via your request on here. 

[Chris_S]

Hi @Shalu14 As @Chris_B mentioned, we don't have access to customer accounts here in the EE Community.

I want to make sure that this gets looked into as soon as possible for you, so I'd recommend giving us a call so that a guide can get access to your account.

To speak to a guide, you'd just need to dial 150 from an EE phone or 07953 966 150 from any other phone.

We have a contact us page, which you can find here

Chris S