App and website Can not link my phone

[Profile closed]

Hi, I have logged in my EE APP, but I do not know why I am required to link my product. I have never logged out. I need to log in my account to Pay my last bill because I changed it to Pay as you go last month. But I'm not in the UK now and I can't use the phone to call EE, I can't send text messages or even come to EE stores, I haven't found anywhere to chat online, I can only get help in this way, I won't be back in the UK until October.

 

[Leanne_T]

Morning @Profile closed 

Thanks for coming to the community. 

Do you still have a direct debit set up for the pay monthly account that you have now moved to pay as you go? 

Leanne.

[Profile closed]

 Hi，I don’t have direct debit, I paid bills by EE APP. 
 

But Another staff member of EE community told me that I can use Fast Payment, so I have just top up 

£11 through this, is that OK? Another staff member told me that the bill was paid after the top up.

 Thanks

[Leanne_T]

Thanks for coming back to me @Profile closed 

Has the payment been added to your pay as you go balance? 

Leanne 🙂

[Profile closed]

I don't know. I only got emails and texts to complete the payment. I can't check anything on EE APP and website now, so I can only pay first, and another staff member of yours said that as long as I pay, I don't need to worry about it anymore. 

[Leanne_T]

Hi @Profile closed 

@XRaySpeX is a community star, and not part of the community support team.

We have no account access on the community to check if the payment has been taken for the pay monthly bill. 

The text indicates this has been added as a top up for the pay as you go account. 

To get this looked into please call us from any phone or VoIP service such as Skype. You can find full contact details on our Contact Us page. 

Leanne.

[Profile closed]

Thanks，I mean, I paid through this link, so I have finished paying this month's bill, right? (EE will deduct it from my account) I don't need to care anymore.

The reason why I ask help from the community is that I can't get in touch with EE. I have called EE abroad, but no one answered. I can't send out  message to EE，EE's customer service email also rejected my email.

[Profile closed]

 Also ，I can't use live chat to communicate with EE now.

But when I changed my plan last month and when I paid bill, the bill at that time showed up like this

 

[Leanne_T]

Hi @Profile closed 

Sorry we won't be able to confirm if the payment has cleared the final bill without account access and we don't want your credit file to be affected in any way. 

As the account is no longer pay monthly, chat will not show in the EE app, you would need to call us to get this looked into.

Leanne.

[Profile closed]

Thank you for your help, because your last staff member told me that I have completed the payment, so I plan to do so for now.

And, if I use a bank transfer does this money go to my pay as you go or does it go to bill? Anyway, I have completed the payment. If there is any unexpected situation, I will check with EE store when I return to London in October. Is that OK? Because there's nothing I can do about it right now, even though I paid for it.

[XRaySpeX]

The Reference of the Bank Transfer needs to be the a/c no. of your previous contract a/c & not of the PAYG a/c.