Unable to pay bill online whilst overseas

[YK8]

Hi!

I am suffering a problem that when I was trying to pay my bills,it kept showing "the payment didn't go through", I have tried the fast payment, ee app, and tried on a laptop as well. On the laptop it showed that "session expired".

There is one more problem that I am outside uk right now, so it is hard for me to make a phone call. I noticed that the service has been stopped as it has been overdued. I was wondering if there is any way to make a payment.

Thanks for your attention and time.

Yunkai.

[YK8]

Hi！Thanks for your help.

I treid it as well. The result is same that "payment didn't go through".

I just do the bank transfer with a ref. However, I got two problems.

Fristly, I found a "Account number" in my bill that between "bill date" and "bill references“, is that the one I used as reference?

Secondly, I made a mistake that I forgot to make a reference while transfering. I  was wondering whether that payment will be rejected and back to my account  or I need to  argue about it .

Thanks for your time.

yk

[YK8]

Hi Leanne！

I just made tha transfer but I got a problem with reference.

I made a mistake that I forgot to make a ref for the first payment. I was wondering whether that payment will be rejected and sent back to my account or I have to contact someone for it. 

I was wondering which one is the account number as well. I found a"Account number” in the bill that between"bill reference" and "bill date". Is that the one we used as ref?

Thanks for your time.

Yunkai.

[Ali_A]

Hi @YK8 

That's correct, the Account Number is used as the Payment Reference number for bank transfer payments. 

You'd need to give our Customer Service team a call about your first payment so that it can be allocated correctly to your account. 

Ali  

[YK8]

Hi!

Thanks for the help.

I have made two payment that one is without the ref and one is with the ref.

I was wondering the one without ref could be sent back?

Thanks.

Yunkai

[Ali_A]

@YK8 You'd need to call Customer Service to allocate the payment to your account, once this is completed they can raise a refund for the over-payment to be returned back to you 🙂

Ali

[YK8]

I see, Thanks!

[Ali_A]

You're welcome @YK8 ! 

Glad I was able to help you with this! 

Ali