Account name changed to random

[D18ufy]

My broadband was changed to a different person's name. Due to this I have had to make a new broadband contract because its illegal fkr then to change it back. Now after months I am being chased with end of contract payment which every CS person tells me don't worry about it. I have now been told today that it will affect my credit history if it is not sorted which hopefully EE will fix.

Because of the change name I now can not use my email as they have it linked it to the other app account. No help to rectify there HUGE mistake. All I am told is I have to make a new email address to have the app.

With everything that has gone on, I am tempted to leave EE. Was with BT for over 8 years without a single issue then bam, they combine with EE and it's problem after problem. 

The stress of the name change, payment and app usage has brought me to tears. Never will I recommend EE to anyone after this. 

[JimM11]

@D18ufy Think that you would be far better raising this as a formal complaint on the system, and as you say which is unknown to the circumstance surrounding the initial procedure to how/why it happened. Link below to complaints and follow to the relevant section that you require, find the form and detail it all in the form for e-mail to EE.

Understanding your broadband complaint | Customer Care | EE

[Peter_W]

Good morning @D18ufy.

Welcome to the EE Community, and thanks for taking the time to stop by and let us know about the experience you've had here.

We don't have access to your account via these forums to look into this directly, but from what you've described here it sounds like someone has tried to initiate a takeover of the line with another provider.

Usually if caught in time this can be blocked, but we would always recommend reaching out to our team as soon as possible to review your options. 

If we've had to reconnect you on a new account you definitely shouldn't be liable to pay an early cancellation fee on the old account, but like @JimM11 mentioned it could definitely be worth flagging this as a complaint so we can be sure we've done everything we can here.

Peter

[D18ufy]

Thank Jim. I have all ready raised complaints however they don't seem to be able to resolve the situation at all and keep brushing me off. No one can give me an answer as to why it was changed.

[D18ufy]

Hi @Peter_W . The line was not took over as it was friends dad name that was put as the account holder. We have no idea how everything was linked to me. He only has mobile sim with ee. Nothing of our accounts are linked. Complaints are useless. Told they will phone me back and they have not. I have lost count the amount of times I have phoned. 

[Christopher_G]

Hi @D18ufy 

I've sent you a private message to try and get you some help with this. Please take a look and get back to me. 

Chris

[koalakoala]

My name also got changed when they switched me from BT to EE

They won't do anything about it

Totally useless

[D18ufy]

@koalakoala it's shocking that such a big company can do this. I was told that it was illegal for them to put the old account back into my name. My reply was, "so you changed the name on my account illegally then?" Answer was, "well yes it seems that way". 

Had an email from complaints department just over an hour ago. They have said they tried to phone me and left me a voicemail. I haven't got a missed call or a voicemail.