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Dire service

Apt08
Investigator
Investigator

‎18-09-2023 02:51 PM

 
0 Helpful
5 REPLIES 5
Christopher_G
EE Community Support Team

‎18-09-2023 03:35 PM

Hi @Apt08 

Welcome to the community.

Is there something we can help you with?

Chris

0 Helpful
Apt08
Investigator
Investigator
In response to Christopher_G

‎18-09-2023 11:53 PM

Switched from BT to EE end of August. Big Mistake.  Had to sort PAC code to retain existing number, EE ignored that I was the account holder and proceeded to chase my son for payment of a bill I didn't know existed and suspended our phones. No contact or details given as to how to set up DD. I paid by card on 16th September and EE have now helped themselves to  duplicate payment from my account and denying they did despite me sending the screenshot of my account showing exactly this. Along with the absolute dire coverage in my home, no-one can hear when we call. And I should add the 45+ minute wait to speak to someone despite the fact I am important to them.  An absolute joke of a company.

0 Helpful
Christopher_G
EE Community Support Team
In response to Apt08

‎19-09-2023 10:29 AM

I'm sorry to hear of your experience, @Apt08 

If there is an active Direct Debit on the account, and you make an early payment, if its close to the Direct Debit date, there sometimes isn't enough time to update the balance.

It's difficult to explain exactly what has happened, since we don't have access to your account here in the community. If you haven't managed to get in touch already, I'd recommend trying to do so again so that we can look into this in more detail.

Contact EE

Thank you.

Chris

Apt08
Investigator
Investigator
In response to Christopher_G

‎19-09-2023 10:39 AM

No this is not the problem. EE dealt incompetently with the switch from BT so no DD was set up to pay the first bill. I rang EE on Saturday to pay by card, entered my details as instructed by the chap who was dealing with my query. He told me the payment had not gone through and I needed to re input my card details which I did and subsequently discovered that the first transaction had gone true so EE took a duplicate payment. I have sent the screenshot of my account to EE and they tell me they cannot see it.  In the EE system it has disappeared into a black hole. Shambolic.

0 Helpful
Christopher_G
EE Community Support Team
In response to Apt08

‎19-09-2023 11:10 AM

I'm sorry to hear that, @Apt08 

I know on my bank system, when a payment fails, it shows as a debit, then a credit into the account later. Is that definitely not the case?

If it's not, I can only suggest speaking to the Mobile Care team again.

Chris

0 Helpful