VAT invoice for business account

[sheffieldlamby]

Our company opened a small business account with EE in November. 3 users

both the November and December invoices were sent inclusive of VAT, with no breakdown of VAT amount

I managed to get this resolved for the January bill, but trying to get VAT copies of the Nov and Dec invoices is proving impossible.

Spending hours on 150 getting fobbed off by people who don't understand, or care, if frustrating.

4 weeks ago they were going to post them out (they can't be emailed apparently). Nothing

2 weeks ago they found that they could be emailed, and were going to get it arranged (I even got a Request ID: KQNNLL425R for this). Nothing

I called again today, then entered a whatsapp live chat. I was sent them by email... but actually no... just the copies of the non-VAT invoices that I already have

so another 5-7 day wait.

I have a VAT return to complete

Additionally, I can access nothing via the web portal or app, because neither allows to me to link my device/number with the account. Apparently this is an ongoing problem for ALL EE users (which is simply not believable)

This is on top of them charging us for add-ons they didn't activate, and screwing up the porting of numbers over to EE, which led to days without phone numbers. Obviously we cannot check what they are charging us for, because we have no access to our account

is anyone aware of how I can escalate the issues? because I've only been able to get support team members whop are clearly out of their depth

[Christopher_G · Accepted solution]

Hi @sheffieldlamby 

Welcome to the community.

I'm sorry to hear of the problems you've been having in getting those VAT invoices. The first thing we'd usually recommend is speaking with our Business Customer Support team, but I know you've already done that.

Since you've contacted a few times and been unable to find a solution, I recommend filling in the complaint form on our EE Business - Make a Complaint help page.

Hopefully, they can help you get sorted.

Chris

[sheffieldlamby]

Thanks. In the year 2026, the only way of making a formal complaint is by writing and posting a physical letter

I've also been informed that providing a VAT invoice is a legal requirement, so have also reported EE to HMRC. Complete joke of a company

[bristolian]

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@sheffieldlamby wrote:

Thanks. In the year 2026, the only way of making a formal complaint is by writing and posting a physical letter

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For personal accounts, this is incorrect. Formal complaints can be logged via webform - https://ee.co.uk/help/contact-ee/complaint 

[sheffieldlamby]

it's a business account, not personal. Hence the reason i need a VAT invoice

but i requested a callback, twice, and nobody ever gets back

i was told by whatsapp support today that there is no way of making external calls (from a mobile phone provider)

honestly, i am ready to send our handsets back and request PAC codes to move away. support from day 1 has been dreadful

[ZEV]

We also switched to EE in Nov - almost exact repeat of your issues.

we were told the App would give us everything we need, invoicing, access to our plan so we can switch options when we want roaming rather than international calls - what a joke - never managed to link my account to the App, spent hours and hours on the phone - they just say there’s a problem with the App that is being fixed!!! Appalling company… wish I’d stayed with Vodafone - better the devil you know!

[Katie_B]

Hi @ZEV. 

Welcome to the community.

I understand how frustrating this must be. 

You can raise a complaint to our business team by completing this online form, someone will then be back in touch to discuss this further. 

Katie

[sheffieldlamby]

My experience was that no one ever got back in touch, after I completed the form twice

someone at EE even managed to change our company address between sending out a credit note in January, and mailing the February invoice out (which we obviously never received). The whatsapp support member couldn't believe I could ever have received anything by post... so I had to take photos of the credit note. Was unable to explain how this happened

4 months now and still no VAT invoices. A legal requirement

Complaints lodged with HMRC for that, and ICO for GDPR breach.

EE is an absolute clown show

[ChrisLippiatt]

Why is the only resposne given to multiple questions raisd in this forum "you can raise a complaint"?  No one wants to talk to the complaints department, I'm sure they are lovely people but are in no position to resolve the problem!!  Why not put us in contact with someone in the finance or IT department who (hopefully) are actually working on resolving the problem.  Why not put out a public message saying what is happening and how or when you are fixing it.  

It seems insane to me that this is such an issue for so many months.  Issuing a VAT invoice to business customers is one of the most basic things you should be doing.  

Please do not direct me to complaints as i will lose my s€#t, just give an honest open response to the problem - when can we expect regular VAT invoices and when can we expect to log into an account to access them digitally?

[bristolian]

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@ChrisLippiatt wrote:

Why is the only resposne given to multiple questions raisd in this forum "you can raise a complaint"?  No one wants to talk to the complaints department, I'm sure they are lovely people but are in no position to resolve the problem!!  Why not put us in contact with someone in the finance or IT department

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The purpose of the CS function within any organisation is to act as gatekeeper between customers and internal functions - those functions are not customer-facing for valid reasons. 

One of those functions is to collate common bases for complaint and form part of continuous  improvement.