EE changed daughters number

[Ajones2]

Bit of a complicating one. 

My daughter has a iphone, had the same number years and we pay £10 a month for calls / data etc on a direct debit.

Unexpectedly last night her mobile number changed. A number once in the middle of her mobile number was now at the end of her mobile number

we contacted EE yesterday and they said her new number on her phone is registered to a ‘Dave’ (different address, different surname, different bill details) and her old number is now dead.

EE said she must of given all her personal info to this ‘Dave’ in order for him to cancel her number and get her a new number on her phone.

We’re now receiving texts intended for ‘Dave’. 

EE also said my daughter must of gone in the phone settings, down to ‘phone’, then ‘my number’ and changed it to the new number.

million percent my child’s not done any of this, I know parents say that but she’s not done this. 

they obviously won’t tell us who ‘Dave’ is but the texts were getting, it’s not going to be long before I know who he is. 

my daughter had a call early that day from an EE representative asking to speak to ‘Dave’ before the number changed. My husband said no one by that name here but EE still changed the number.

anyone heard of this happening before ? 

for the number to change and just have 1 digit moved is strange 

EE are looking into it but anyone know what could of happened ? 

[XRaySpeX]

No, but there are rather a few things strange about this:

1. EE don't go around revealing the personal details of other parties to anyone else.
2. Mobile nos. can't change w/out changing the SIM on which the no. is stored.
3. A single digit transposition sounds more like a manual transcription error somewhere.

[Ajones2]

How would this ‘Dave’ manage to have my daughters number cancelled and changed unless he has all her details (name, address, DOB, old number) ? 

when you say the sim has to change… you mean physically take out the little chip the side of the phone and replace it ? That’s definately not happened but the number still changed 

[XRaySpeX]

Other than physically swapping the SIM, it would need EE to effect a change of no. on the SIM. They should only do that, for a charge, for your daughter herself (or you if you're the actual a/c holder) or somebody who your daughter (or you) had previously arranged with CS to speak to them on your behalf. Had you authorised any such person? Did CS say that this "Dave" was authorised to speak on your daughter's (or your) behalf? It is not sufficient for this "Dave" to have all your daughter's details unless they had prior authorisation to represent you.

[Ajones2]

As my daughter was only young when she got the phone, it’s only my husband that’s authorised to speak to EE on her behalf. She’s still under 16 now. 

EE wouldn’t reveal much, they was just insistent we must of given ‘Dave’ all her details in order for EE to end her old phone number and change everything including new billing information over to ‘Dave’. 

we’re getting texts intended for Dave now, including information on his location. I get that it’s probably a admin error on EEs part somewhere so I won’t be going in guns blazing if I get ‘daves’ identity, I just want to know what’s happened.

before we realised the fiasco EE had caused, my daughter sent face photos to me through iMessage and we sent a string of text messages.

my concern is ‘Dave’ gets my daughters new number (as it is his number and he’s paying for it) and ends up getting these photos and conversation between me and my daughter last night. 

Just the fact EE have put all the blame on my daughter aswell for doing this has made me mad. She’s a kid and wouldn’t know the first thing on how to do this. When she gets unknown calls she gives the phone to us.

[XRaySpeX]

Who took out the contract for your daughter's phone/no? & who was paying for it?

EE is to blame if they changed the no. on the say-so of somebody who was not authorised to speak on the a/c holders behalf, even if they had all your daughter's personal info down to her shoe size.

[Ajones2]

My husband was paying £10 a month direct debit for calls, data, texts… 

he was authorised to speak on her behalf, which he has done a few times when we’ve question data disappearing quickly or anything like that. 

Not sure it was a (long term) contract, more a month by month direct debit for data etc. 

whoever it is managed to close down her EE account though and have her number go dead when calling it 

actually terrified me when I got a picture text message on my phone, in the dark, in our garden, from a number not saved on my phone. But it was just my daughter sending a picture of the moon 

[XRaySpeX]

I think you misunderstand the situation as regards the ownership and control of the phone. You daughter does not really come into it. She does not own the phone, could not have taken out the contract and so nobody speaks on her behalf. She just has use of it.

As he pays for it, I presume your husband took out the contract and therefore is the account holder. Only he could authorise another to speak to EE on his behalf.

I don't know your situation but is it conceivable that your husband authorised this Dave to speak to EE on his behalf and to take over this number? Not that I see what he has to gain as the phone is still in your daughter's hands, albeit it with a changed number. 

[Ajones2]

I understand what you mean. 

the husband definately hasn’t authorised another unknown man to speak on his behalf on the account. 

I know it’s the husband bank details that have been used.

I just know when we’ve phoned EE in the past about her phone, data issues etc, they have my daughters details registered on the phone number, but my husband pays himself and is authorised to speak on her behalf 

[James_B]

Hi @Ajones2,

Welcome to the EE Community. 🙂

I'm sorry to hear you are having issues with your daughters mobile account.

Please get in touch with Customer Care and quote your daughters original number. This will allow the team to view the original account and see why the number was changed.

Thanks

James