Lack of invoices and access to online account

[Basillfawlty]

The lack of online access to my account is now becoming intolerable and does not comply with UK law for Business

Legal Position
As a supplier of services, you are required to issue valid invoices in accordance with UK law, including:  VAT Act 1994 & VAT Regulations 1995.  Where VAT is charged, a valid VAT invoice must be provided, containing prescribed information (including VAT number, supply details, and accurate charges).  Consumer Rights Act 2015 / Supply of Services principles
Services must be provided with reasonable care and skill, and billing must be transparent and accurate.  Companies Act 2006 (where applicable to business accounts).  Requires proper record-keeping and financial transparency in business transactions.  Your failure to provide correct invoices places me in a position where I am unable to:

Verify charges
Maintain accurate financial records
Meet any applicable accounting or tax obligations

[Schockwave]

@Basillfawlty , can you please explain why you cannot access your invoices online?

Are you not able to log into your account via the website or app? if that is the case, I would advise you to speak to customer service so that they can reset your account. We have no way of doing it here.

VAT is only available with a business account, not personal account. Do you have a business account?

If you want to see your VAT, then you would have to change to a business account, if you are not already on a business account. Have just seen, you do have a business account, I would advise you to ring customer service, if you are unable to log-in to your account to see your bills and ask them to reset your account.

[dwb9]

FYI - I spoke to the EE Small business team today, who confirmed the long standing technical issue where a large - but total unknown - number of small business users have no access to their online account;  and so cannot see invoices, usage, add-ons, roaming information etc., still hasn't been fixed and they have no idea when it will be fixed.

[alscenery]

Have just been informed by EE customer services that the problem is not expected to be resolved for at least 2-3 months!        Is this really acceptable business practice in this day and age? 

Also, in an era when businesses function at any time of the day/night, is it really acceptable that business customer services are only available during 'normal business working hours'?

[cotonestate]

Hi Schockwave - small business customers may be able to log in, but they cannot view any products associated to their account. EE have had an issue for over 2 years now (when I joined) that makes it impossible for us small business users to view and manage our products/services. I raise a complaint every other month to try to get an update on the status, and the complaint is immediately closed because it is a known issue.

[cotonestate]

I wouldn't hold your breath. I make sure I contact EE constantly and they tell me there is no resolution date. 

[kyakaze]

It's not just small biz accounts, personal account cannot login too, either on phone or the website.

On the website I can log in to see my profile, I can see the services I am using but that is it, I cannot manage them at all, it's just a blank page. Logging to their services dedicated sites, it says they cannot log me in right now, try again later.

In the app, it is just an infinite loop telling you to submit pin codes from email and phone.

Customer support via Phone was **bleep** and a total waste of time, they just ask me to clear this and that on my phone, but the problem is the website, I cannot log in the services on any laptops. And they will call you during work hours wasting your working time to delete this, clear that, reinstall it.... It is the effing website issue. If all that could not fix they say let's wait for 1 day, and they will call you during work again the next day.

And guess what, their support portal does not have any category about their App and website. It must work brilliantly without any issues.

So where do we make a petition? 

[Debbie_G]

Hi all.

Thanks for coming to the Community.

I'm sorry you've all had such a difficult time with this. I can understand how frustrating this must be. We don’t have access to account‑specific details here on the Community, so we can’t investigate this directly.

If you've already spoken to our customer support team and it's still not resolved, it's worth getting back in touch so this can be raised as a formal complaint, if it hasn’t already. 

Alternatively, you can raise a formal complaint directly, using the relevant link below, where a dedicated team will look into it and contact you directly to discuss the issue. That way, your case can be properly tracked and you’ll be kept up to date.

• Make a Complaint (Personal account)
• Make a Complaint (Business account)

In the meantime, they should also be able to arrange for a copy of your invoice to be sent to you while this is being looked into.

For more details on the process, please see our EE Complaints Code of Practice page.

Debbie

[dwb9]

Hi Debbie - as you'll see on these forums - many of us complain regularly, raising a complaint a month.  This issue has been going on for over a year.  All we get told is 1) it's a known issue and 2) there's no timeline to fix it.

At this point, EE are a mobile provider who do not offer online access to invoices for any small business customer.

I don't mind services being down for a time, but what is frustrating is the fact it's kept secret from potential new subscribers, and the fact there's no alternative - EE should be emailing invoices each month _as a minimum_.

I shouldn't have to phone up every month and ask for an invoice to be sent to me like it's the 1990s.