Unknown request to end device credit agreement

[JM2026]

 I found a document in EE app settings for a request for a statement showing the amount of the payment required to settle your device credit agreement early.

I didn’t request this?

[Chris_B]

@JM2026   It’s a request to know the amount owed.  Nothing comes from it, it’s just a request. Ignore and forget about it.   

[JM2026]

Hi Chris,

Apologies if my original post wasn’t clear. I found the document in my EE app settings. I didn’t make the request for this information so should I be concerned it is there? 

thanks in advance 

[Leanne_T · Accepted solution]

Hi there @JM2026 

Thanks for coming to the community. 

To get the document looked into, please give us a call and our mobile guides will be happy to check this over for you. 

Let us know how you get on. 

Leanne. 

[JM2026]

Hi Leanne,

I have been advised that the documents are sent by default as part of the contract information however I don’t know how accurate this is as one iPhone was bought in march and the other in August and both documents were generated a few days ago. The actual letters both states that this is in response to a request I have made for a statement showing the amount of the payment required to settle your device credit agreement early.

does anyone know if this is accurate information and I shouldn’t further investigate why this has appeared on my account?

Thanks 

[Alex_H]

@JM2026 If they are dated recently and show the current fee rather than the one at the start of the contract it does sound like they are more recent than the start of the contract.

 The early settlement document is usually generated when speaking with one of our guides and requesting the balance, had you spoken to us around the time the documents were generated, if so it may have been generated on the back of that convo either because of checking the balance or by mistake.

As mentioned the document is just for checking the remaining balance rather than confirming the numbers are being cancelled.

Alex

[JM2026]

Hi Alex,

just checked again and the document dates for both devices has now changed to the 21st September from the beginning of September which is what it was when I first saw the documents. This is quite confusing? 

thanks 

[Lesley_W]

Thanks for the update @JM2026 

I'm sure there's nothing to worry about here, but if you'd like a little extra reassurance, it's worth getting back in touch with the team so they can take another look for you.

As this is a public Community forum, we can't access customer accounts or view account-specific information, so we're unable to check the details from here.

Hopefully it's all in order, but the team will be able to give you a definitive answer. 

Let us know how you get on, we're always happy to help where we can.

Lesley