Hello @Drew1988 ,
Welcome to the community,
Have you reported this to customer service?
You can do this via My EE App, by clicking at the top right and then settings and scrolling down or ringing customer service:
https://ee.co.uk/contact-ee/account-billing/mobile
To contact EE customer service dial 150 from your mobile phone or ring customer service for free using Skype or another phone: +44 800 079 8586 or +44 800 956 6000.
