topic Re: Unable to retrieve account details and view bills in Broadband & Landline

Unable to retrieve account details and view bills

HlutiHHO6 — Mon, 17 Jun 2024 11:09:34 GMT

I have a pay as you go mobile and do not need a contract. My billing is therfore in respect of wi fi and a phone anytime charge for my landline calls.

For months I receive an advice from EE telling me what they will be taking from my direct debit facility and that my bill is ready.

However when I access my account I receive the message saying "We're unable to retrieve your account details right now".

I spoke to Sarah 0n 23rd April 2024 who said she would refer back to the appropriate team and to try again in a few days. On 7th May I spoke with Josh who couldnt access the account details either and said he woud pass the problem on for resolution to the right quarter. He kindly confirmed our conversation and said to contact him if any more questions. On 21st May and 11th June I sent emails to Josh asking what the posotion was since I still cannot access my account details.

Does anyone else have the same problem and can anyone offer a solution and say whether it is worth contacting the ombudsman to resolve the problem. The service is apalling!

Grateful for any comments.

Re: Unable to retrieve account details and view bills

XRaySpeX — Mon, 17 Jun 2024 11:16:54 GMT

@HlutiHHO6 : You may only escalate to Ombudsman after you have lodged a formal complaint with EE & it has gone unresolved 8 weeks or reached a deadlock.

Re: Unable to retrieve account details and view bills

JA164 — Thu, 26 Sep 2024 22:21:44 GMT

I have a similar problem and have just been transferred from and think my bill is incorrect.Who is the best person to sort this as already I feel like transferring as previous contacts have been useless

Re: Unable to retrieve account details and view bills

XRaySpeX — Thu, 26 Sep 2024 22:51:33 GMT

@JA164 : You'll need to phone CS.