topic Re: Someone else's card on my account?! in Contracts & Billing

Someone else's card on my account?!

n020591 — Fri, 05 Dec 2025 21:20:05 GMT

Hello!

Does anyone in the community know how there would be a random credit card set up on my EE broadband account?!
I tried to set up direct debit a while back and got the dreaded "you owe £XXX" email after it obviously wasn't actioned/never went through during a home move.

Went to pay it off and whoever Claire is has their mastercard on there?
Anyone had this happen to them before? EE/BT said they can't see anything on my account, but my pic proves otherwise...

Re: Someone else's card on my account?!

Schockwave — Sat, 06 Dec 2025 14:55:01 GMT

Hello @n020591 ,

Welcome to the community,

Have you spoken to customer service about this? I would strongly advise you to do this, as it obviously should not be there and needs sorting out, if you have not already done so.

Re: Someone else's card on my account?!

Katie_B — Sun, 07 Dec 2025 09:04:06 GMT

Hi @n020591.

I am concerned to read your post regarding payment details on your account that aren't yours.

I have sent you a private message to gather some more information to get this looked into further.

Katie

Re: Someone else's card on my account?!

n020591 — Wed, 10 Dec 2025 16:26:06 GMT

Hi Katie,

I have, and they said they can't see any other saved details on my account, but my screenshot shows otherwise.
I have logged in today and there are x2 new card details on my account now - I have no idea what is going on.

Re: Someone else's card on my account?!

Ali_A — Mon, 15 Dec 2025 13:47:51 GMT

Hi @n020591

We reached out via Private Message but have not heard back from you.

Are you using a shared computer at all? Please try clearing your browser Cookies and Cache, then log back into the EE online account to check if the other card detail still show when you try to set up again

I'd also recommend giving Customer Service a call so a guide will be able to check the Broadband account number showing on your emails.

Ali