Being added to an A/C as a 3rd party contact via call with Customer Services

[Mellman]

Good Afternoon, 

Just seeking clarity on something - My father is the account holder and bill payer - however I am the primary user of the internet in our house. I did some research on these forums and found that it's possible for an account holder to nominate a 3rd party to be able to speak to EE via a call with C/S to set this up. All good there. We took the time to do this around 10 days ago, upgraded our internet package and were told we'd be sent a new router. 

Today, I called C/S as the 3rd party authority to consult about the location of the router as we've received no email or delivery and was told abruptly by a C/S representative (or whoever you get put through to 1st) that EE does not allow anyone aside from the account holder to speak regarding the account - they were adamant that this was a cut and dry situation - I explained that I'd seen information to the contrary time and time again on this forum and she said that will be "looked into" - my Father was not at home at the time to field the security questions as the account holder and the call was terminated. 

Who do I believe here? Did we waste our time with the very helpful C/S attendant 10 days ago setting all of this up? She was receptive to the idea and showed no hint of our demand being an impossibility. 

[mpu]

Hi @Katie_J 
Thanks!
There wasn't an issue with security, it was the 'Doncaster' office and were insistent that no order or schedule information could be shared, citing GDPR.
I escalated to the manager who also refused to give any schedule information, acknowledging that I was listed on the account.
I had another ~hour call with her yesterday (after a wasted trip to MiL), where she again insisted she was right, GDPR stopped them being able to give any order or schedule information without explicit account holder agreement on each and every call.

[Katie_J]

Hi @mpu.

Thanks for confirming. 

I'm sorry for any inconvenience this caused, especially due to the distance between you and your mother in law. 

As we have no account access here on the community we are unable to see what exactly the reason was from the agent.

Should you wish to open a complaint regarding this you can do so by visiting this page HERE. 

Katie

[JimM11]

@mpu The third party for speaking on behalf off a Vulnerable status person with EE just does not work as one would expect, do the same as i am doing for my sister's account, 23rd Sept last 30 day's move away. From EE as below so if there policy is wrong either update it or not hide behind what they think NO ONE IS TRYING TO CLOSE ANYTHING ..... @Katie_J from the linked, Vulnerable customer account help | Accessibility services and support | EE

Nominate someone you trust to help with your account

You can nominate a friend, family member or carer to act as an authorised user to look after your account.

All you have to do is set a password and give it to them and they’ll be able to help you with most things.

They’ll have near full access to your account, but for certain actions like changing ownership, closing the account or setting up a payment plan, they’ll need a power of attorney.

Power of attorney

A power of attorney is a legal document that allows a designated person to make decisions for you, or act on your behalf.

For advice on registering a power of attorney with us, please contact us.