Bills and Payments not working

[Profile closed]

Since the recent update to the android app I am not able to see anything but an error message when trying to check Bills & payments, both in the app and online web browser.

Is there a fix available please.

[Profile closed]

And an update. 

The app has been updated again, and no I still cannot access my bills. I also still have no access to the whole web account. I have received message to say mat tickets are now closed but information as to why sd the problems continue.

The promised paper billing has not turned up, but I never expected it to.

I am amazed that a company can continue to operate when they are incapable of even the tiniest of honest answers. Nothing but lies and more lies and a technical department that is incapable of answering questions about a problem let alone trying to fix it.

Is there any members on here who can provide legal advice regarding their breach contract for repeatedly failing to solve the issues or to provide me with billing details before taking my money by direct debit.

[James_B]

I'm sorry to hear this hasn't been resolved yet @Profile closed 

Please get in touch with Technical Support so a member of the team can check the outcome of the support ticket.

Thanks

James

[Profile closed]

@James_B   You really want me to try yet again with "Technical" Who have repeatedly tried, promised and failed to achieve anything. I have as yet never had a reply even when promised even  a return phone call, more than once.

When I spoke with "technical and Accounts" a week or so ago, promises were made including FREE PAPER BILLING until this was resolved. No bill has arrived and the usual message of your ticket has closed was received 48 hours after speaking to them.

I have worked prior to retirement for over 25 years in IT and Electronics. Through the process of trail and error and of illumination I can fairly safely say the problem is not the latest APP or your WEB SITE. Its is with my account and or login and access to my account. I have repeatedly requested for my account to be deleted and then we can start fresh. And all I get is WE CAN'T DO THAT.

[Leanne_T]

Hi @Profile closed 

I am very sorry we have no access on the community to check your account and the support ticket. 

Our technical support team are the correct people to contact and will have access to the support ticket and provide an update for this issue. They can also look into the paper bills you have requested. 

Leanne.

[Rosie120]

I updated app latest version, when ever tried make payment from registered card wouldn't work kept saying error message, so phoned 360 payment number and went straight through

[Profile closed]

Hi @Leanne_T 

I am sorry but I now have no confidence whatsoever in your Technical Support system/Department. It is and has been a continuous stream of nothing can be done, will be done or has been done. I have no desire to waste any more of my time in trying to resolve EE's problems.

As for the paper billing. I did not request it, it was offered by Technical and Accounts as a free of charge solution until my account access is (maybe) resolved. And as I stated previously that appears to have been yet another lie and let down as I have not received any paper bills for October or ever actually.

Paul

[Mazzy_17]

 

Ok, something g has changed. So I checked within the App yesterday, and surprisingly I was able to view and download my bill…finally!

I’m on the latest iOS app 5.25.5. Haven’t checked online yet via a web browser, however the App appears to be working for now.

There does appear to be 2 ‘Mobile Account’ numbers however to switch to. One beginning “18” gives me the errors whilst the other “12” allows me to navigate through bills and plans without errors. Good.

Maybe the latest update allows switching Accounts? It’s possible EE are finally on to something and slowly working through our Accounts?

[Profile closed]

@Mazzy_17  Pleased for you that it all appears to be working now. Unfortunately I am using an Android phone and even with the latest app there is no improvement for me, but then my problem I am sure is an account problem not the latest app or web site.

[sparky1966]

It's been like this for months. I was told that it's because they ideally want payments by direct debit. BT do this also.

[Profile closed]

As the New Year approaches I thought an update might be useful, at least for me to vent if nothing else. 3 months plus since first reported, 4 months plus since the problems began.

Still no billing available, complaint still being investigated. I have to now be sent paper bills. Though they do not always turn up. I have to pay £2.50 for the privilege of seeing my bills and a further £2.56 for a re send when a bill did not turn up as promised. The £2.50 was promised to be refunded each month until the billing problem is resolved. Not always happening either.

I do not have the confidence that the problems with my account will ever be resolved.

I am now 12 months into this 24 month contract and just want out now as EE are still unable to provide a billing service I can access.