topic Re: Proof of barring in Contracts & Billing

Proof of barring

Marn — Sat, 13 Apr 2024 15:56:14 GMT

i lost my Mobail phone then I claim my insurance through Barclays Bank so they requested me a proof of usage and barring .i request to to ee and they provide me the proof of usage but they refused to provide proof of barring because I didn’t buy the phone form EE?
i called EE customer service few times and still refusing provide proof of barring and I can’t claim my insurance without proof of barring.

pleas please advise me ?

Re: Proof of barring

Chris_B — Sat, 13 Apr 2024 18:54:33 GMT

@Marn EE can provide this as they should of blacklisted the device even if you didn’t purchase it from EE. Did you report the lost device and request it to be blocked/blacklisted ? Did you request a replacement SIM card ?

Re: Proof of barring

Sajawal — Thu, 06 Jun 2024 10:52:04 GMT

I need my proof of baring how can I get?

Re: Proof of barring

James_B — Thu, 06 Jun 2024 13:19:04 GMT

Hi @Sajawal,

Our Customer Care Team will be happy to provide you with this if you get in touch.

Thanks

James

Re: Proof of barring

atieh87 — Wed, 19 Jun 2024 13:29:22 GMT

Dear Jame,

I'm experiencing the same issue. I didn't purchase my phone via EE.

I was told by your colleague, Aaron, due to that, proof of barring can NOT be provided. However, I'm quite sure this information is not accurate and from the number of people, raising the same issue, its quite obvious that this problem happens quite often.

I would appreciate if you could kindly help me with this query, because its delaying my insurance claim and I don't have a functioning phone .

many thanks

Re: Proof of barring

atieh87 — Wed, 19 Jun 2024 13:35:00 GMT

I lost my mobile phone and submitted an insurance claim through Natwest Bank,Likewise insurance.

They asked for proof of both usage and barring. I contacted EE for the proof of usage, which they provided, but they refused to provide proof of barring because I did not purchase the phone from EE. Despite multiple calls to EE customer service, they continue to decline providing the proof of barring. As a result, I am unable to proceed with my insurance claim. This is urgent as I need my phone and require a prompt resolution to this matter

many thanks

Re: Proof of barring

James_B — Wed, 19 Jun 2024 13:37:54 GMT

Hi @atieh87,

Welcome to the EE Community. 🙂

As long as the phone was used with your EE SIM and the bar was placed by our lost and stolen team, Customer Care will be able to provide you with proof of barring.

The advisor you spoke to may have been confusing this with a proof of purchase, which can only be provided by the retailer you purchased the phone from.

James

Re: Proof of barring

atieh87 — Wed, 19 Jun 2024 14:12:18 GMT

Thanks James for your reply.

I was actually very clear with what I needed. is there any specific person whom I can speak to, who knows exactly what I require.

Many thanks

Re: Proof of barring

James_B — Wed, 19 Jun 2024 14:26:42 GMT

Hi @atieh87,

Any of our mobile guides will be able to send you a insurance proof letter if you get in touch on 07953 966 150.

They'll see options for both EE supplied and non-EE supplied devices in their system.

James

Re: Proof of barring

atieh87 — Thu, 20 Jun 2024 14:21:06 GMT

Dear James,

thanks for the information provided yesterdy. I contacted the team and they kindly generated the proof of barring.

However, I've received an email from my insurance company, stating that the IMEI number has not been barred on the national database:
IMEI number is not currently showing as blocked on CEIR the shared mobile phone networks blacklist.

They asked me to contact my network provider.

This process is been taking so long and its crucial for me to receive my phone as soon as possible. I would appreciate if you could PLEASE help me with this matter.

Re: Proof of barring

James_B — Thu, 20 Jun 2024 14:31:02 GMT

Hi @atieh87,

Sorry, we can't access your account via this community forum.

Please get in touch on 07953 966 150 and a member of the team will be happy to check the barring status of the handset you lost.

Thanks

James