My bills and payments won't load

[Thescore02]

Since a new update my bills and payments won't load and the my EE app had another update and still don't work and I can't link my EE Broadband. I uninstalled  the app and reinstalled and cleared cache it still doesn't work. 

[James_B]

Hi @Fran_65,

I'm sorry to hear this hasn't been resolved for you yet.

Please get in touch with Technical Support so a member of the team can take a look at your individual account.

Thanks

James

[tmtyl]

I’ve been having the same issues for about 7 weeks!!

last week the phone payment system started glitching as well. I couldn’t pay online, so I used the phone service. I was told the payment was successful, and weeks later EE notified me that the payment I made over the phone didn’t actually go through and now I have a late payment.

I spent about 5 hours on the phone with EE technical support and each time I have been told they will escalate and raise a complaint for me.

About a day later I’d get a text that the case is closed despite getting no resolution, no explanation and nobody reaching out to me.

I called again today and I also DMed the Instagram account and now I’m posting here to notify EE that:

1. There are no technical means that allow me to make payments on my account.

2. There are no technical means for me to manage my account and see a breakdown of my charges and previous payments.

3. There are no technical means for me to get the upgrade I’m entitled for with my (very expensive) plan.

4. After 5 hours on the phone and numerous attempts to resolve these issues across multiple platforms, I will not be chasing this anymore.

5. If a late payment ends up on my credit file, I will look into taking legal actions against EE.

[James_B]

Hi @tmtyl,

Welcome to the EE Community. 🙂

Do you still have an outstanding payment on your your account? If you do, please see How do I pay my phone bill? | Help | EE for a range of different ways to pay.

Are you able to view your bill in My EE online?

What problems are you experiencing when trying to upgrade?

James

[Fran_65]

Hi James,

I contacted Technical Support again last week hoping to receive a different answer as it's been now weeks and I'm still unable to access my bills and personal details, even though my EE app had another update. Each time you are being  put on hold  saying they're checking with their manager but then they revert to you saying we are aware of this app on going issue which some people have been affected by and which will eventually be fixed but we can't say when that will happen. I've decided to leave it as is for now as it's pointless to keep calling hoping for a solution. 

Fran

[tmtyl]

James,

I’m not able to view my bills or make payments on the website or on the app. As other users on this thread stated, I can log in but when ever I try to view anything related to my account I only get error messages advising me to try again later and it’s been 7 weeks!

The phone system doesn’t seem to process my payments either, and although the link you provided states that I can make a wire transfer, given the circumstances, I would like EE to resolve the access issues to my account first.

[James_B]

Hi @tmtyl,

Our Technical Support Team are best placed to help with the problems you are seeing with your online account.

James

[tmtyl]

James,

Fran_65 and I have clearly demonstrated that your tech support team have not managed to resolve these glitches that seem to affect select accounts on your system.

Furthermore, as previously mentioned, I have raised complaints and requested a senior manager to follow up. I’ve done so 3 times and every time I did, I got an automated text telling me my case has been closed with no explanation or resolution.

[James_B]

Hi @tmtyl,

I'm sorry that we're unable to access you account via the community forum.

Please get in touch with Customer Care who can check the status of both your fault ticket and complaint.

Thanks

James

[tmtyl]

James,

Actions I have taken so far:

1. 7 calls to customer care - unresolved and keep redirecting me to tech support

2. 4 calls with tech support - can’t find the problem, so they escalate to an engineering team who does not communicate with customers. They open a case and promise to follow up, but nobody does, and the cases get closed without getting fixed.

3. I called yesterday to customer care, saying I will only be paying more money into the account once I have access to it. I also requested they add a note to the account that if a late payment leaves a mark on my credit file, I will take legal action against EE.

4. To ensure my warning is well documented, I also sent DMs to customer support on social media (Instagram) and posted on this thread where others have experienced the same issues.

As other customers have pointed out, contacting customer care or tech support with the matter is time-consuming and achieves nothing.

I strongly advise EE to consider the implications from a regulatory perspective. If someone more senior at EE’s compliance team were made aware of this, they would be horrified by the legal risk your tech support and engineering team have created.

This post is my final warning.

[James_B]

I understand your frustration @tmtyl 

I'm sorry that this isn't something we can help you resolve in the community forum.

James