Why will EE not provide VAT invoices to individuals who are vat registered

[Rwoodward]

I should add that I am not on a business account, partly because my usage is not 100% business. I even mentioned needing the broadband for business purposes when it was set up. Seems to directly contravene HMRC guidance. 

[Rach_H · Accepted solution]

Hi @Rwoodward 

Welcome to the Community!

We do offer VAT receipts for business customers, however, if you are not a business customer this is not a service we offer. If you would like to move to a business account then you can give our team a call, and they can look into your options.

Rach

[cjlinstrum]

Hi, It is a requirement of HMRC that all businesses should offer a VAT receipt to any customer requesting it. The customer doesn't have to be registered as a business.

So if a customer requests a VAT receipt it should be given. We shouldn't have to ask for it.

[cjlinstrum]

You're absolutely right - HMRC say that a VAT receipt should be issued if a customer requests it. I think maybe EE are trying to get people to sign up to business accounts - could it be that they're more expensive???

[Chris_B]

@cjlinstrum  No there not actually.   

[Rwoodward]

This isn't really solved, much as EE I am sure would like to claim it is....

HMRC Guidance is pretty clear;

"Only VAT-registered businesses can issue VAT invoices and if you’re VAT-registered, you must issue a VAT invoice whenever you supply standard rate or reduced rate goods or services to another VAT-registered person. Normally you must issue a VAT invoice within 30 days of the date you make the supply."

Unless I am much mistaken, EE consumer is VAT registered, and no doubt supplies to lots of VAT registered individuals. 

Yet EE  seem to want to make that process of obtaining Vat invoices on consumer tariffs as difficult as possible, and I know full well its not just me in this position. After hours wasted on the phone trying to resolve this eventually I was given the over the phone only 'webform' option. This was filled in for me 3 times over various calls, yet several months later...still no VAT invoices. I've escalated the complaint... Perhaps I'll just refer it to HMRC.

I've also had it in writing now that they will not provide a vat invoice for broadband, yet there is the webform (that is only available on the phone) for mobile.

I enquired about switching to business, yet they would not offer me a like for like deal, and instead tried to push past a 20% price increase due to VAT (which when challenged they could not explain) and try and muddy the waters with various other services I don't want. It seems there isn't a like for like option available if you want quick and easy access to a VAT invoice. How that gets past HMRC I don't know, but I might try and find out.

Regardless of my situation its pretty poor customer service (to put it mildly). Say a customer works from home using broadband but can expense some of the associated costs for their job, they cant still cant access their VAT invoices for their employer.  

I shall be going elsewhere once my contracts come to an end.