topic Re: Unable to cancel my contract - don't know mobile number in Contracts & Billing

Unable to cancel my contract - don't know mobile number

SD60 — Fri, 26 Aug 2022 15:35:52 GMT

Just discovered that a mobile that my son used some years ago still has an active account for which I am paying monthly even though I thought it had been cancelled and it has not been used in years.

I do not know the number, nor my account number and I cannot therefore get any response from anyone at EE. Doesn't stop them taking a monthly payment of course!

I cannot just cancel the DD as it will impact my credit rating.

How do I end this waste of money?

Re: Unable to cancel my contract - don't know mobile number

XRaySpeX — Fri, 26 Aug 2022 15:45:29 GMT

CS still ought to be able to ID it & deal with it. Try calling CS on +44 800 956 6000 (option 2 > option 4) . That won't ask for an EE mobile no.

Re: Unable to cancel my contract - don't know mobile number

Christopher_G — Fri, 26 Aug 2022 16:35:51 GMT

Hi @SD60

I would definitely recommend following @XRaySpeX's advice and speak to our Mobile Care team. They can search our systems for the account and find out what's happened.

Let us know how you get on.

Chris

Re: Unable to cancel my contract - don't know mobile number

SD60 — Fri, 26 Aug 2022 17:25:08 GMT

How do I get to speak to them? The automated service throws me out when I cannot enter a phone number- same as the online message service

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Re: Unable to cancel my contract - don't know mobile number

Christopher_G — Fri, 26 Aug 2022 17:28:27 GMT

Did you try the number and options that @XRaySpeX posted, @SD60?

Chris

Re: Unable to cancel my contract - don't know mobile number

XRaySpeX — Fri, 26 Aug 2022 17:43:12 GMT

I just gave you a no. that doesn't ask you for your no. Have you tried it?

Re: Unable to cancel my contract - don't know mobile number

SD60 — Sat, 27 Aug 2022 07:47:21 GMT

so sorry… had not seen that (conversation loaded onto my iPad 8n an odd way which cut bits off!). Really appreciate that and will follow your tip.

Re: Unable to cancel my contract - don't know mobile number

Leanne_T — Sat, 27 Aug 2022 07:48:40 GMT

Let us know how you get on @SD60

Leanne 🙂

Re: Unable to cancel my contract - don't know mobile number

SD60 — Thu, 08 Sep 2022 12:37:06 GMT

that worked. thanks so much

Sean

Re: Unable to cancel my contract - don't know mobile number

SD60 — Thu, 08 Sep 2022 12:37:40 GMT

Worked!

Re: Unable to cancel my contract - don't know mobile number

XRaySpeX — Thu, 08 Sep 2022 12:41:59 GMT

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