My Pay as You Go monthly pack has not renewed.

[Leanne_T]

Hi @dontwantjoin11 

I am sorry we have no account access on the community. 

If the call is not directed to a guide when selecting packs, you can select sales and the team will be happy to help or if needed transfer the call to our pay as you go guides. 

Full ways to contact us can be found on the Contact EE page. 

Leanne.

[dontwantjoin11]

This is descending into farce. Selecting sales presents 4 options, none on investigation result in being connected to anyone, 'team' or otherwise, they are simply loops and dead ends. Holding results in again the call being curtly terminated. 

How simply can I put this? How do I rectify that my subscription is invalid, (also no access to 'manage payment) when there is no assistance recourse via site, phone or text? 

'Full ways to contact us can be found on the Contact EE page' is where I initially started this punitive embroilment yesterday, and thorough investigation of the options there lead to dead ends or ring 150.

Is there actually any way you're able to assist me other than funnelling back to advise I ring 150?

[dontwantjoin11]

Also, your suggested procedure above, to enable me to contact 'the team'; am I not already in contact with a member of the team, i.e. you? If your advice and suggestion is ultimately to enable me to access the 'pay as you go guides', cannot you simply tell me the relevant advice contained therein in order that I am then able to resolve the problem?

[XRaySpeX]

Why are you trying to access "Manage Payment"? I see no such link in online PAYG EE a/c. What's your purpose? If you're trying to top-up, choose "Top-ups".

[XRaySpeX]

No, not the CS team who have full access to your specific a/c. The Community Staff here, like us ordinary users, have no access to your a/c.

[dontwantjoin11]

Thanks for the question. 

Issue: my account has not renewed. Previously this was done automatically from bank account direct debit but I no longer have that bank account. Anticipating that  payment may not default straight back to my (in credit) account, (which was the situation in the past),  I wished to access 'manage payment' in order for check that it would indeed do so. Well, as you've noticed, I'm prevented from accessing 'manage payment'. So, account was unable to access direct debit but gave no recourse for me to inform of change of payment. The premise would appear that EE anticipate their customers never having cause to change payment details, ever!

[XRaySpeX]

You don't pay PAYG by DD. You might be paying by Direct Card Payment.

If you want that then in your online MyEE a/c: Home > View full usage > Your Pack > Choose this pack (Not necessarily 'this' pack) > 'Choose' a pack of the offered packs > Pay by card. Get 10% off > Fill in card details.

Why have been chasing "Manage Payment" when it doesn't exist? What prompted you to to look for that?

[dontwantjoin11]

I do pay PAYG by direct debit (well, standing order). It's a legacy EE account I signed up to many years ago that they no longer offer., that's particularly why I'm annoyed it's been invalidated.

[XRaySpeX]

SO isn't DD. Completely diff rules. I can't see you can pay by SO nowadays if you ever could cuz it can't be directed at a mobile no.

Anyway I've given you the current way of setting-up auto payments.

[dontwantjoin11]

You've given me the current way of setting up auto payments? What is it that you've done? I no longer see the option for 'manage payment', there's just an option for Top ups. I don't need to top up, my account is in credit.