Why are they still bililng me on my old contract, when I'm on the new one?

[Angry_Man]

My old contract, which ended on 30th October, was a 24 month contract for a Samsung S20 5G Ultra, on a business account, with 120GB/month and a 10GB boost (not exactly needed...!).  Now the phone is paid off, I have moved to a 24 month sim-only contract with 25GB/month (at £18/month).  That contract started officially on the 29th October.

Still, EE's billing system is trying to charge me for a bill "raised" on the 24th October, for the next month of the old contract.  But that contract is over (and it's kind of outrageous that after the first two years, they would just keep billing me at the same rate even though my phone is plainly paid off).

There is a second problem with this, which is that I want my account changing from a business account to a personal account as this offers better upgrades etc.  This can't be done whilst there is 'outstanding debt' on my account, namely the new invoice for November that was raised on the 24th October.  Which I'm not paying of course because that contract is over.  So now there's no way to change my account type.

I had no luck on the telephone, with the last of several people I got bounced around between being extremely rude and condescending, telling me - rather unconvincingly - that I should pay the £85 and this would reflect on my new bill "pro rata".  He wouldn't explain what this meant but sort-of implied it would 'go towards my new bill'.

I really want the old invoice cancelling, and to be presented wiht a new one.  How do I get this done?

I've done the telephone system, but got bounced around

[bristolian]

There is no account access on this forum, you could try webchat but you will still need to deal with CS.

Although there may be a logical reason for this apparent error. What date did you request the change of plan, and what date was the bill generated?

If the request was made after the bill was generated, then it's completely normal for that bill to still show the original plan - and this will be corrected in time for your next bill which will have a complete month's credit for the reduced price.

[Chris_B]

@Angry_Man  Did you upgrade or just take out a new contract? 

[Angry_Man]

The invoice was raised on the 24th of October.  I changed to a new contract, replacing the old one which was finished on the 30th Ocbober, on the 29th October.  The MyEE website account details show that I'm on the new account, but it still shows the old invoice.  As I understand it, and as the website made clear, my contract ended on the 30th October.  IMO they had no business raising another invoice.  If they assumed I was carrying on, why assume I'd pay the same price, when my phone is paid off at that point?

And in any case, why won't they correct it?

Unless I get it in writing that the money will carry across to the new contract, I'm not paying that old bill (£86) when the new one is/will be £18.  They should simply correct the invoice - surely?

[Angry_Man]

Well, I'm not sure... but I made it clear I considered my old contract over and paid off (it is) and that I wanted to change to a sim-only monthly contract until the Samsung S23 Ultra is out.  I was told I could upgrade to that phone when it is out, without issue.

If they think I'm running two contracts simultaneously on the same SIM/phone number, well...  that's a big error on their part!  (is it even possible??)

[bristolian]

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@Angry_Man wrote:

The invoice was raised on the 24th of October.  I changed to a new contract, replacing the old one which was finished on the 30th Ocbober, on the 29th October.  The MyEE website account details show that I'm on the new account, but it still shows the old invoice. 

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This explains your issue.

EE contracts - in common with most (if not all) telcos are not fixed term contracts but rolling ones with a minimum term. Your contract did not "end" on 30th October, just the minimum term - unless you explicitly made a change to it, then it would have continued on the same terms as before. Your service will have continued, and billing reflects that.

You made changes to your plan after the billing date, so the bill reflects the status of your account at that time. Any changes made after the billing date will be reflected in the following bill, which will credit you back for the substantial part of the month you'll have paid at the higher price.

This is perfectly normal, and is how EE billing has always worked.

[Angry_Man]

Yeah, I just phoned again today, and this time I got a much nicer and more patient person who assured me it would be credited back.  I'm not really happy that a company of the size and resources of EE can't create a billing system that can't be amended or over-rided, at least with managerial oversight/sign-off, but there you go.  Anyway, I'll just have to pucker up and drop another £85 tomorrow, which will at least cover my payments for the next four months on the new contract...

Thankyou for the replies.