topic Re: My account was cancelled without me knowing in Contracts & Billing

My account was cancelled without me knowing

DWilliams5 — Tue, 03 Dec 2024 20:12:56 GMT

In Oct I was made aware x2 phones had been ordered on my account fraudulently. I informed ee and they stopped them being delivered to an ee shop in london. Today I find out my account has been closed. On speaking to ee I’m informed this was done by the fraud department. No emails of text messages have been sent to me. They have also informed me I cannot get back my old number (which I’ve had for 28 yrs and use for work). What can I do???

Re: My account was cancelled without me knowing

Northerner — Tue, 03 Dec 2024 20:34:42 GMT

Hi @DWilliams5

You'll need to complain, please read here:

https://ee.co.uk/help/contact-ee/complaint

Thanks

Re: My account was cancelled without me knowing

Leanne_T — Wed, 04 Dec 2024 08:16:59 GMT

Hi @DWilliams5

I am very sorry you're account has been closed and you have not been made aware this would happen.

To get this fully looked into, I would suggest getting back in touch to see if the team can check the account notes to see what is needed to get the account reinstated.

Or, you can also submit a complaint as @Northerner has advised and our complaints team will get this investigated for you.

Let us know how you get on.

Leanne.