topic Re: Asked for bank details as a current customer to upgrade broadband. in Broadband & Landline

Asked for bank details as a current customer to upgrade broadband.

Charmaine88 — Wed, 04 Dec 2024 12:39:38 GMT

I've just called EE phone number included in an email I received (my contract ends this month) and during the call they asked me to confirm my bank details, is this usual. I am already a broadband customer so a bit worried.

Re: Asked for bank details as a current customer to upgrade broadband.

Chris_B — Wed, 04 Dec 2024 13:20:34 GMT

@Charmaine88 What was the number you called?

Re: Asked for bank details as a current customer to upgrade broadband.

Charmaine88 — Wed, 04 Dec 2024 13:24:26 GMT

0800 079357 - The phone options, hold music everything sounded exactly the same as the official EE phone number but I have a slight worry.

Re: Asked for bank details as a current customer to upgrade broadband.

Charmaine88 — Wed, 04 Dec 2024 13:25:10 GMT

Sorry it was 0800 079 0357

Re: Asked for bank details as a current customer to upgrade broadband.

Alex_H — Wed, 04 Dec 2024 15:51:04 GMT

Hi @Charmaine88,

Welcome to the EE Community

That is a legitimate number you can use to call us. What was the context for asking for your details? Was it for security verification, as this may be asked for to verify your identity. However a guide should never ask for the full account or card number, it would only ever be part of the details you need to give.

Alex

Re: Asked for bank details as a current customer to upgrade broadband.

Charmaine88 — Wed, 04 Dec 2024 16:04:25 GMT

OK I feel better about that. They did ask me for my full bank account and sort code as they said they could only see the last few digits of the account number and random digits of the sort code. The lady I spoke to was lovely and did a fantastic job I just worried after the call ended because I told her the full digits. I also haven't received an email with my new contract etc, I did however receive documents by text as we were on the telephone so i'm guessing that it is legitimate?

Thanks for your help!

Re: Asked for bank details as a current customer to upgrade broadband.

Alex_H — Wed, 04 Dec 2024 16:15:50 GMT

@Charmaine88 Ah ok thanks for clarifying glad to hear it was a positive experience. When setting up a new direct debit they will require the full details yes. If the details are asked for during security though it will only be the last few digits.

During an order we do send a link out by text which will take you to a screen sharing session with the guide who will be able to share all the documents like the Ts and Cs and order details so that is all legit.

Alex

Re: Asked for bank details as a current customer to upgrade broadband.

Charmaine88 — Wed, 04 Dec 2024 16:17:39 GMT

Fab, thanks so much.

Yes again she was really lovely - the feedback text came through as a mobile number 07800 003951 so that's EE - I'll complete the feedback for her now.