Urgent Issue with EE Account Cancellation

MarkWok — Mon, 10 Feb 2025 19:40:59 GMT

I recently visited an EE store to open a SIM-only account. I received my new SIM card and set up my phone accordingly. After obtaining a PAC code from my previous network to retain my original number, I checked the EE app and noticed that two accounts had been opened, despite only setting up one.

I returned to the store to have one of the accounts canceled and to transfer my number using the PAC code. However, the staff member assisting me was unsure how to cancel the duplicate account. He reassured me that my number had been set up and that the extra account would be closed.

The next day, I checked the app and found that both accounts were still active. A few days later, I went back to the store to request cancellation, as I am still within my 14-day cooling-off period and have the right to cancel without incurring charges. The staff member, after consulting his manager over the phone, assured me that my account was canceled and that my PAC code would be sent so I could switch to another network.

Despite these assurances, my account remains active, and now a third account has been opened with my original number. The staff member I spoke to seemed uncertain about the process and provided conflicting information, claiming that EE was attempting to transfer my account to a “pay-as-you-go” plan before closing it and issuing my PAC code via email.

I am now on day 12 of my 14-day cancellation period, and I am extremely concerned that I will be charged a £490 early termination fee due to the incompetence I have encountered. I expect immediate action to resolve this matter before my cancellation window expires. If this issue is not promptly addressed, I will be left with no choice but to escalate my complaint, including posting a review on Trustpilot.

I have since been in contact with EE via 150 and they said I’ve got to call back to the store. I appreciate your urgent attention to this matter and look forward to a swift resolution.

Re: Urgent Issue with EE Account Cancellation

bristolian — Mon, 10 Feb 2025 19:52:29 GMT

There's no account access on this public internet forum, which would be necessary to resolve this account-specific issue.

Re: Urgent Issue with EE Account Cancellation

XRaySpeX — Mon, 10 Feb 2025 23:09:19 GMT

You don't have the statutory 14-day cooling-off period when buying from an EE store.

Re: Urgent Issue with EE Account Cancellation

Christopher_G — Tue, 11 Feb 2025 10:04:32 GMT

Hi @MarkWok

Welcome to the community.

I'm really sorry to hear of your experience with this so far. The best course of action is to escalate this through the store manager.

Alternatively, you could raise a complaint here on this complaints webform. Our complaints team will look into it and give you a call to discuss.

I hope you get this sorted soon.
Chris

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Urgent Issue with EE Account Cancellation

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Re: Urgent Issue with EE Account Cancellation