topic Re: Can’t access account after months and more than twenty hours wasted on phone in EE app and website

Can’t access account after months and more than twenty hours wasted on phone

Irisbetty — Mon, 03 Mar 2025 18:27:44 GMT

I’ve been tortured for about 30 hours by ee and by business. And 20 hours before that by ee consumer.

now after three months I still can’t link a mobile to the app. Level two tech support promised to fix it because my email address was stuck in limbo.

I’ve burned through four email addresses signing up but they won’t link.

today I cleared all cookies and history but perhaps ee is using my device id because I start in business. Get through account creation and then when I link it says I have no products. I’ve tried two or our numbers nothing will connect.

for months now this been going on. I’ve been threatened with my credit being damaged. My services were set up wrong. I set up direft debit. They didn’t take it and now say i need to pay but I can’t access. I can’t access anything.

now it’s burned through another email and I’m stuck again.

has anyone managed to overcome this madness?

thanks

bronwyn

Re: Can’t access account after months and more than twenty hours wasted on phone

Linzi_H — Tue, 04 Mar 2025 08:41:53 GMT

Hi @Irisbetty

Welcome to the Community.

I'm really disappointed to hear that you've spent this length of time speaking with our team and are still no further forward in getting this sorted out. I know how eager you'll be to be able to view your bills online and make sure these are paid on time.

Our team should be able to discuss your bills with you over the phone until this is sorted out, and make sure your Direct Debit is in place. If the payments are not going through as expected, our team can double check this also.

If you've tried all of the suggested steps, and our Level 2 Technical Support area is still not able to resolve this, I'd suggest using our complaints webform to raise this further.

Linzi

Re: Can’t access account after months and more than twenty hours wasted on phone

mkcomputing — Tue, 04 Mar 2025 11:43:52 GMT

These tales of woe are a daily occurrence around here. Usual well meaning response to try things people have already tried.

It might be worth trying another way in:

https://www.theguardian.com/money/series/bachelor-and-brignall-consumer-champions

consumer.champions@theguardian.com