topic Account review in Contracts & Billing

Account review

Jayrich872001 — Mon, 13 Apr 2026 08:06:22 GMT

Since november 2025 i have had nothing but issues.

Last week I was told it was because the automated account review hadnt taken place, I was told to email a department to inform them.

4 times the response to my email completely ignored what I was emailing for, and changed the subject into a completely different matter.

Then 4 days ago I was given a quote to change one of my plans without any fees, then today was given a completely different plan quote with fees, because apparently it was billing team who gave the original quote and they forgot to mention the fees.

Iv been with EE for 9 years and never really had any issues, but now its an absolute joke.

Re: Account review

Jayrich872001 — Mon, 13 Apr 2026 08:21:11 GMT

After months of trying, an EE guide eventually told me that the automated credit review system was performing the reviews on my account.

They told me to email a specific address, but the responses all completely ignored what I was emailing about, and the fact an ee guide had instructed me, they responded on subjects I hadnt even queried and brushed it off. Despite their emails confirming the same, that the automated process hadnt reviewed my account in the usual timeframe.

I have been with EE for 9 years, and in the past year I have had constant issues

Re: Account review

Peter_W — Mon, 13 Apr 2026 10:25:17 GMT

Welcome back to the Community, @Jayrich872001

Normally credit referrals will be sent off for additional products on your account, and these are reviewed by a dedicated team.

Whether or not a referral can be sent does depend on your existing status though, as if this is below a certain level the referral will be automatically declined.

If you've been given an email address to report this to, this will be an offline team so they can take a few days to reply to queries.

I'd recommend getting back in touch with them if you feel the reply you've received is not relevant to your query, or you can also find details on how to raise a complaint here:

EE Complaints Code of Practice

Peter