I had various excuses. It was not until I opened a complaint with the ombudsman that things got sorted for me.
I had to create a new EE account using a different email address and they were able to link accounts.
You may be able to try this yourself as you should have access to your own account details/plans. There is a section where you can link an account.
It's not ideal and EE should be doing this but at least it let me move on from the issue.
The fact that some of the staff do know who how to resolve this and others don't is bad in itself after so many months.
