topic Re: Receiving bills but don’t have an EE account or phone in Contracts & Billing

Receiving bills but don’t have an EE account or phone

Jbaker81 — Sun, 12 Jan 2025 20:07:16 GMT

My husband has now received 2 bills from EE. Problem is he doesn’t have an EE phone or account never had. He has always been with another provider.

He has tried to call to get through to the team, emailed them and also been in store to check what he should do.

He had the second bill through after all the communications to EE and he doesn’t know what to do or who to contact to get this resolved.

Thank you

Re: Receiving bills but don’t have an EE account or phone

Michael_D — Mon, 13 Jan 2025 09:23:09 GMT

Hi @Jbaker81

Welcome to the community.

I can understand the concern at getting bills when you are not aware of an account.

Are the bills coming in your husband's name or are they addressed to someone else?

Has he spoken to anyone in the last few months about an EE contract or looked at options online?

Michael

Re: Receiving bills but don’t have an EE account or phone

Jbaker81 — Mon, 13 Jan 2025 10:26:24 GMT

Hi Michael

The bills are in his name. He has never had an EE account or product.

He has spoken to them and was asked to email in, which he did but another bill has been received.

Dont want this to be escalated to a CCJ/debt collectors for something that seems to be identity fraid.

Thanks

Joanne

Re: Receiving bills but don’t have an EE account or phone

Michael_D — Mon, 13 Jan 2025 10:35:56 GMT

I totally get where you are coming from @Jbaker81

I would recommend getting back in touch with our customer service guides so they can locate the account and see if it has been reported to our security team, and what the latest information is.

Michael

Re: Receiving bills but don’t have an EE account or phone

Kirstys1006 — Tue, 09 Sep 2025 10:56:29 GMT

Did you get this sorted? I have received a text saying I am late paying my bill and had a DD set up on my bank from EE but I am NOT a EE customer. I can not find a email address to contact them.

Re: Receiving bills but don’t have an EE account or phone

Leanne_T — Tue, 09 Sep 2025 17:37:01 GMT

Hi there @Kirstys1006

Thanks for coming to the community.

If this was a text and you've had no other correspondence, could you post a screenshot of the message? This will help us to see if this an EE message or could possibly be a scam text.

If a direct debit has been set up and shows with your bank, this would need to be fully investigated with your bank and with us. You can find ways to get in touch with us on the Contact Us page. Our Online Security: Fighting Fraud page has information on reporting fraud.

Leanne.

Re: Receiving bills but don’t have an EE account or phone

Chris_B — Tue, 09 Sep 2025 17:24:49 GMT

@Kirstys1006 You need to contact your bank about this asap. Someone has your banking information in order to set this up. EE can not just setup a DD without being given that information.

Re: Receiving bills but don’t have an EE account or phone

Leanne_T — Tue, 09 Sep 2025 17:38:54 GMT

Hi @Kirstys1006

Just to add @Chris_B is correct, if you have a direct debit showing for EE with your bank please contact the bank as soon as possible and get in touch with our mobile guides to get this account looked into that has been set up.

My post above has been edited to include details on reporting this to us and advice can be found in the Online Security: Fighting Fraud Help page.

Please let us know how you get on.

Leanne.

Re: Receiving bills but don’t have an EE account or phone

Kirstys1006 — Wed, 10 Sep 2025 11:16:49 GMT

Re: Receiving bills but don’t have an EE account or phone

Kirstys1006 — Wed, 10 Sep 2025 11:22:01 GMT

That’s what I thought so I cancelled the DD as soon as I seen it and then got the text. I tried texting 150 but I’m not a EE customer and it’s a nightmare trying to call them

Re: Receiving bills but don’t have an EE account or phone

XRaySpeX — Wed, 10 Sep 2025 11:44:42 GMT

@Kirstys1006 : It's obviously a scam! The link in it is not even to EE (domain ee.co.uk).

There are many of these going the rounds. EE would never send you a msg asking you to click on a link in order to access your a/c.

Report spam texts to your network provider by forwarding the text to 7726 (S.P.A.M. on your keypad).

Re: Receiving bills but don’t have an EE account or phone

Kirstys1006 — Wed, 10 Sep 2025 11:47:28 GMT

Thank you appreciate everyone’s help

Re: Receiving bills but don’t have an EE account or phone

XRaySpeX — Wed, 10 Sep 2025 11:49:55 GMT

@Kirstys1006 : Thanks! You're welcome 🙂 ! Glad I could be of assistance & trust it is now sorted.

Re: Receiving bills but don’t have an EE account or phone

Leanne_T — Wed, 10 Sep 2025 11:59:40 GMT

Thanks for coming back to us @Kirstys1006

As @XRaySpeX has advised, this message is a scam text.

However, if you have had a new direct debit set up from EE, this would need to be looked into. Please call us on 0800 956 6000 and select new/joining EE and this will get you to one of our guides who can get the direct debit looked into.

Leanne.

Re: Receiving bills but don’t have an EE account or phone

XRaySpeX — Wed, 10 Sep 2025 12:06:55 GMT

Yes, @Kirstys1006 , the setting up a DD in your name is a separate issue from the scam text that I previously addressed & needs to be urgently chased up.