by scaddick01

Add to plan check out error message



New to forum, so hope this is in the right place...


I am trying to add to plan in my account on the website, but when I try to check out the error message "sorry, we do not have your direct debit details, please contact customer services" comes up every time. I have 3 plans on the account, and all are eligible for ATP so don't understand why this would happen - anyone else experienced this??


Many thanks

by Grand Master
Grand Master

Re: Add to plan check out error message

@scaddick01   Have you called customer services as requested? 

by scaddick01

Re: Add to plan check out error message

Yes, contacted them twice, inconclusive as they don't seem to know what the problem is, they can't any issue with my account at their end, they have my DD details. They put it down to traffic on the website ans suggested I try later, I've tried more than 20 times at different hours over the last 2 days and same issue - just wondered if anyone has experienced the same and found a fix?



EE Community Support Team

Re: Add to plan check out error message

Hi @scaddick01


Welcome to the community. 🙂


Were they not able to put the order through for you over the phone?



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