On the 5th of March, I telephoned EE Customer Services on 150 to update my bank card details as I received a text message informing me (as a PAYG customer) that it was expiring at the end of February.
There wasn’t anywhere on the app or on my account online that I could see where to make these updated card changes myself.
The first chap took all of my details and said that I had to read out the long number to him because the security mechanism where I used the keypad to secretly punch in the numbers was not working!
Near the end of the call, he said… ‘okay,’ ‘That’s your direct debit set up.’
I told him that as a PAYG customer that, I was on a subscription with direct-card payments and wanted to continue with this method of payment.
He said… ‘Yeah, yeah, yeah, it’s the same.
Having slept on this confusing call, I called 150 the next morning to see exactly what was going on, and the second chap informed me that I was NOT on a direct debit and my monthly payment would continue with direct-card payments.
Today, the 29th of March, I received a letter in the post from EE confirming that I have now set up a direct debit with them!
This is against my wishes, and if EE Customer Services will not correct this, what the heck am I supposed to do?
T Mobile or One2One never treated me with this level of incompetence.
To sum it up: I have told EE explicitly on two occasions that I do NOT want to set up a direct debit and they have ignored this request.
Even though I can cancel this unrequested direct debit with my banking app, I will be speaking with my bank in the morning.
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“Before initiating a direct debit, businesses must obtain explicit consent from the account holder. The authorisation process must be clear, unambiguous, and include detailed information about the frequency, amount, and purpose of the payments.”
