topic Re: Message saying added new mobile plan when we haven't in Security

Message saying added new mobile plan when we haven't

LSSews — Mon, 09 Dec 2024 09:34:10 GMT

Hi there,

I have received this message from 150 this morning:

'Hi from EE. We've added £12 multi-line discount to your account because you've added a new mobile plan. Thanks.'

My partner and I share our EE contract, he is the main account holder. He went on the EE app and it didn't show any new accounts. Just ours. I'm concerned that someone may have fraudulently set up a plan on our account - but surely that would show up on the EE app under our accounts?

Some clarity on this would be great. Thanks.

Re: Message saying added new mobile plan when we haven't

Michael_D — Mon, 09 Dec 2024 12:06:49 GMT

Hi @LSSews

Welcome to the community.

I can understand your concern at getting a text like this.

Have you made any changes to the existing numbers that you have, such as upgrading or renewing one?

Michael

Re: Message saying added new mobile plan when we haven't

LSSews — Mon, 09 Dec 2024 14:23:42 GMT

Hi Michael,

Thank you for coming back on this. I can confirm that we have made no changes to our account recently.

Is there some way for EE to make sure that there isn't anything fraudulent going on? Or could it be because we have two numbers on the account (mine and my partner's) and a new policy has been brought in by EE and it was an automated text?

Thanks, L

Re: Message saying added new mobile plan when we haven't

Michael_D — Mon, 09 Dec 2024 14:40:50 GMT

If you look at any previous bills, does it show a discount on the line that received the text?

If there wasn't, it may be that the system has added it for you.

You can give our customer service guides a call, and they can check over the account to make sure there has been no access to your account, and they can also check that everything is set up as it should be.

Michael