Managing my payment arrangement

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What is a payment arrangement plan?

What is a payment arrangement plan?

A payment arrangement plan helps you to pay off your arrears. As part of your payment arrangement, you’ll be on a new plan which includes unlimited UK calls and texts, plus a new data allowance. We’ll place your regular device payments on hold until you’ve completed your arrangement.

How do I make my payments?

How do I make my payments?

You can make payments by calling 360 via our automated payment line, texting PAY to 150 or calling 150 or 08000 798586 to speak to one of our advisors. You may need to make payments to both your device agreement and your plan.

How much should I be paying each month?

How much should I be paying each month?

You can find the total amount you need to pay in your payment arrangement confirmation letter. We will text you seven days before payment is due suggesting how much you can pay for both your device agreement and plan. You’ll need to make two separate payments. You can find out your total outstanding arrears by calling 150.

You’ll need to pay the agreed minimum monthly payment or we’ll have to cancel your arrangement. You must make sure that at the end of the arrangement, you don’t have anything left to pay for either your device or your plan.

What happens if I don’t pay the total monthly payment or miss a payment?

What happens if I don’t pay the total monthly payment or miss a payment?

If you don’t make the required payment within the time frame we’ve agreed, then we’ll cancel your arrangement, and you’ll have to pay your arrears balance right away. If this happens, we may restrict your service.

Your account may be referred to a Debt Collections Agency to manage the debt on our behalf. We will also put you back on your previous plan and resume your regular device payments.

See the section below entitled ‘What if I am still struggling to pay?’ if you think you won’t be able to pay the agreed amount.

Am I expected to pay anything as part of the arrangement other than the arrears?

Am I expected to pay anything as part of the arrangement other than the arrears?

We’ll place your regular plan or device payments on hold until you’ve completed your arrangement. To help you avoid extra charges, we’ll cap any spend outside of your plan where possible. We’ll still charge you for insurance and Add to Plan at the same price.

What will be the impact on my credit file?

What will be the impact on my credit file?

Before your arrangement was set up your credit file would have shown that you were in arrears. Once your arrangement is set up, we’ll record it on your credit file. After you’ve finished paying for your arrangement, your credit file will no longer show that you’re on an arrangement or in arrears.

What happens to my ongoing device payments during my arrangement?

What happens to my ongoing device payments during my arrangement?

During your arrangement, we’ll place your device payments on hold. Once you’ve completed your arrangement, we’ll restart them. When this takes place, we’ll extend your device agreement for the duration of the arrangement.

For example, you enter a three-month arrangement during which your device payments are frozen. Once your normal device credit agreement starts again, we’ll add three months on the end to make up for the payments you missed.

We’ll also move you back onto the plan you had before you started this arrangement (or a similar plan if your plan is no longer available).

How do I make future payments when the payment arrangement has completed?

How do I make future payments when the payment arrangement has completed?

You will need to call us to set up your Direct Debit on 150 from your mobile if that’s your preferred method of payment or continue making payments by calling 360 from your EE mobile.

What if I am still struggling to pay?

What if I am still struggling to pay?

If you think you won’t be able to pay the agreed amount, contact us on 150 as soon as you can where we’ll discuss your options.

If you would like free independent financial help, you can also get advice from the following debt charities:

National Debt Line 0808 808 4000

Step Change 0800 138 1111

Citizen Advice 0345 404 0506

The Financial Conduct Authority has more information on where to go for help.

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