02-12-2018 12:35 AM
Following the advice given on
I requested paper bills to be sent to my address several months ago via a telephone call to 150, and, so far, I have failed to receive any.
According to the terms of the Direct Debit Guarantee:
Therefore, Orange/EE have failed to abide by the terms and conditions of the Direct Debit Guarantee....... And, according to their guidelines, failure to give notice of the amount to be taken and the date on which the amount is to be taken means that the customer is entitled to a refund.
Please can you let me know to which email address I need to send the request to so that paper bills can be sent - obviously calling 150 and asking doesn't work.
02-12-2018 01:00 AM
EE does not provide any email contact. Try the landline nos. in my sig.
02-12-2018 04:37 PM
Thanks for your response, however this seems to me to be a case of asking for something over the phone and not having the actual action happening as there's no written record of the request - just like last time, but a different phone number.....
02-12-2018 04:41 PM
If you want a written record, write to them at:
EE Customer Services
6 Camberwell Way
Tyne and Wear
02-12-2018 05:04 PM
Thanks again, but equally as useless...... there's no guarantee the letter is received/acted upon - I can already hear it "oh, we have no record of receiving your letter".
Stealth attack on ex-Orange customers on excellent deals who don't want to transfer to EE maybe? And breaking Direct Debit Guarantee regulations at the same time......
02-12-2018 05:13 PM
@helena64 Has there been
a change of amount,date or frequency of the DD ? Or have you requested EE to collect a payment that is not your standard monthly payment?
EE have not violated the terms of the DD guarantee by not sending if the above hasn’t happened.
Failure to send because you ask and only because you asked doesn’t violate it. Call EE and ask them to honour what you ask them to do and what they agreed to do.
and if you want to write to EE use tacking on what you post.
02-12-2018 05:27 PM
It's a variable Direct Debit - therefore every month is different. Thus necessitating a monthly invoice.
02-12-2018 07:57 PM - edited 02-12-2018 08:02 PM
Over the next few months all Orange Pay Monthly customers will be moved to EE pay monthly so you will be able to sign up for online access again when it happens.
02-12-2018 08:11 PM
Whilst in the meantime the DD Guarantee is flouted :(.