Help with Flex Pay
Key Information
It outlines the key information that you need to be aware of when entering into a Flex Pay Device Credit Agreement.
Pre-contract credit information
This document provides a comprehensive overview of the Credit Agreement that you’re signing up to.
Flex Pay Device Credit Agreement
A credit agreement is a legal document that outlines the all the terms and costs of the device which is legally binding between yourself and the lender. We’re calling it “Device credit agreement”. You’ll need to sign this document electronically.
Key information
What does “You can only use the credit provided under the device agreement to pay for the device in full or pay for part of it” mean?
It just means that the amount of your consumer credit agreement is only used to cover the cost of the new phone. You can’t take the monetary amount and use it for something else.
Does that mean this is a loan?
Yes – this is an interest free consumer credit agreement. It says that you’ll tell me, after the device is despatched, when the loan will start.
How do you do that?
The information is held in your online EE account, and our direct debit texts will always ensure you’re aware when a payment is about to be taken.
Does this say that you can suspend or cancel my plan if I don’t make my Flex Pay payments?
Yes – that may be one of the actions that EE could take, but only once other options to help with payment have been explored. If you are having or anticipate any financial difficulties at any point, we would encourage you to contact us see how we can help and support in relation to your EE products and services.
Does this mean that I can keep paying for my phone even if I leave EE?
If you cancel your plan after the 24 month commitment period but before your 36 device payments are complete, you can continue to make payments for your device until the agreement naturally ends. If you cancel your plan within the 24 month minimum term, you may be charged early termination fees and you’ll have to pay off the remaining Flex Pay balance in full. You can choose to pay off the remaining Flex Pay balance at any time.
Do I really have to pay off any existing Flex Pay agreements before I upgrade, even if I am outside of my 24 month plan term?
Yes, that is correct. This helps us to ensure that customers don’t fall into difficulty in making their payments.
Why can we not transfer the Flex Pay Device credit agreement at the same time as the plan if I’m doing Change of Ownership?
Consumer credit agreements are legal arrangements entered into by a specific individual. Unfortunately, they cannot be transferred.
Can you explain more about my right to withdraw from the loan?
If you wanted to keep the new phone but not have a consumer credit agreement, you can tell us about that within 14 days of receiving a signed copy of your Flex Pay device agreement. You’ll then have to pay the full amount of the credit back within a further 30 days. So its withdrawing from the Flex Pay agreement only, and keeping the phone and plan.
Pre-contract Credit Information
Does dealing with one of your third parties change anything about what I’ve signed up for?
No. The plan and Flex Pay agreement that you have taken are with EE. We just want to be totally clear who you are speaking with when you take out the agreement.
What does Cash Price mean?
This is the full value of the goods you have taken with the Flex Pay agreement and the total amount that you will eventually pay.
What does 0% APR mean?
It means that we are not charging any interest for the Flex Pay agreement.
Why are you allowed to stop my phone plan if I miss payments for my Flex Pay agreement?
That is one of the terms of the agreement that you’re signing up to.
It says I can repay early – are there any charges for that?
No, there are no charges for early repayment.
Flex Pay Device Credit Agreement
Does dealing with one of your third parties change anything about what I’ve signed up for?
No. The plan and Flex Pay agreement that you have taken are with EE. We just want to be totally clear who you are speaking with when you take out the agreement.
Can you explain more about when my Flex Pay agreement starts?
Your agreement starts when JR4 you’ve signed the legal documentation. You’ll be notified of your first payment date once the device is despatched. This is described as a Fixed Sum Loan Agreement. What does that mean?It’s a facility under a credit agreement whereby the borrower is enabled to receive a fixed amount of credit (whether in one amount or by instalments). The amount of credit provided does not change over time.
Why is my final payment a different amount?
This is because the amount could not be spread evenly over 36 months, therefore 35 payments are the same but the final one is slightly different to cover the final payment amount.
How will payments be allocated across various Flex Pay agreements?
If you have more than one Flex Pay agreement with us and make a monthly payment that does not cover the full combined value, we allocate your payment across your agreements proportionally.
- Example 1: You have 2 Flex Pay agreements, both for £40 per month and make a monthly payment of £20. As each agreement is the same amount it represents 50% of the total so we allocate half of your payment (£10) to each.
- Example 2: You have 3 Flex Pay agreements, £72, £63, £45 = £180 p/month. If you make a payment of £100, we would see that £72 is 40% of the £180 due, £63 is 35% and £45 is 25% and allocate £40, £35, £25 accordingly.
If you are having or anticipate any financial difficulties at any point, we would encourage you to contact us see how we can help and support in relation to your EE products and services.
Why do you allocate payments across all my Flex Pay Device Credit Agreements? What if I only want to pay for one of them?
Flex Pay Device Credit Agreements are grouped under a single account. Flex Pay payments are made at the account level so will be spread evenly over all agreements. If you want to make payment to a specific agreement only, you can contact us to do that.
Why can I not pay different agreements by different direct debits?
Our relationship with you is at your account level. Plan(s) will have one bill and devices will appear on a separate bill, paid for via separate direct debits.