EE have cancelled my account in error

[xkimx007]

I have a PayG account which EE have erroneously cancelled for no reason. I did not request it. They did not warn me beforehand that they were going to cancel it. I use it regularly to make and receive calls. I top up every month. I have contacted them on chat (because I obviously can't call them now) and they've said they can't reactivate it and I need to order a new number. **bleep**! All my work calls are going to that number. I have been with EE/Orange for over a decade. How is it my responsibility to fix their mistake? Not to mention I have just paid for credit and data that has disappeared now.

[EssexBoyEE]

When you'd spoke to chat what was there confirmed reason for cancelling your Account or Number

[xkimx007]

They said it was because I hadn't used it or topped up for 6 months. But that is categorically not true. I literally had to pass security with them by telling them when I last topped up which was 6 times within the last 6 months. Not to mention all the calls I'd made.

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[EssexBoyEE]

Is this an old Orange it T Mobile account or isit EE PAYGO.

If it's the later, or in any case, I would recommend you call 150 for Free from a EE mobile or call 0800 956 6000 for Free from another phone and query this with a Customer Services Agent.

[xkimx007]

It was an Orange number originally but it has been an EE PayG account for years now

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[bristolian]

Hi @xkimx007 

The most common reason for PAYG phones being disconnected is by virtue of hibernation 

The help article I've linked to explains the policy and how to reverse it at each stage.

There is no account access on this public forum, so you will need to call EE C/S in any case.

[xkimx007]

Yeah, hibernation isn't the case in this instance. I think they have just done it in error. But because they've cancelled my account I can't actually call customer service, or anyone.

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[bristolian]

You can contact EE from any working phone using 0800 0798586 or 0800 9566000.

[xkimx007]

I don't have a working phone because they cancelled it unfortunately

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[mikeliuk]

Hi @xkimx007 ,

If the issue is not fixed swiftly, I would recommend that you consider making a formal complaint with the service provider so that the issue gets the visibility it deserves.

You can imagine the problems this could cause if a customer were abroad and relying on their device to keep in touch with family both abroad and at home, or if an emergency develops and a customer has no service.

It sounds like the service provider may have breached its Agreement with you (legal contract) and you can imagine the actions the service provider would take against customers who breach their Agreement (legal contract) by doing something the customer has agreed not to do.

Typically any Agreement (legal contract) is interpreted in favour of the party who did not draw up the Agreement (legal contract) so you can request to see the clause which allowed them to cancel in the manner which they have done without giving you a month's notice.

4. Breaking this Agreement. There are instances in which, because of something You do or do not do, We can suspend
or disconnect You from the Services and/or end this Agreement. (See points 3.5, 6.1.2 and 7.3 of the terms and
conditions.)

https://ee.co.uk/help/help-new/terms-and-conditions/pay-as-you-go/network

You may be able to complain based on breach of legal contract or unfairness of legal contract terms following the advice here: https://www.ofcom.org.uk/complaints/complain-about-phones-or-internet-services/contracts

The process may be inspected here: https://ee.co.uk/help/help-new/safety-and-security/protecting-your-information/complaints-code-of-pr...

I highly recommend that you keep as much evidence of your claim that "I literally had to pass security with them by telling them when I last topped up which was 6 times within the last 6 months. Not to mention all the calls I'd made." So bank statements, receipts, and screenshots from your mobile, if necessary.

Good luck! Hope things get fixed for you or you receive sufficient compensation to make up for your lost time and inconvenience.

Frankly, if the service provider treats me in a way which I view is unfair and contrary to an Agreement made with the service provider, and the service provider refuses to rectify their behaviour and fulfil their Agreement, I would feel I have no choice but to leave the service provider and find another one.