EE still using my deceased father's name

[BronaghMcA]

I migrated our mobile plans to EE a while ago. Agreed to move broadband from BT too and all seemed to go as well as can be expected.

But I cannot merge all the services together to manage on the EE app because despite BT changing the name of my broadband account from my Father's to mine SEVEN years ago, EE are somehow now addressing all my broadband business to him and apparently can't change that.

Multiple calls and guarantees, this apparently never before encountered issue is unsolvable. One lovely woman tried her best and was delighted to find someone who could help, passed me on after a couple of weeks of conversation, and the person I next spoke to had no idea what I was talking about and has never called me back. 

The indication was that the only possible solution is to close the broadband account that is now back into my Father's name and open a new one in my name. BT resolved this through their bereavement team all those years ago - or did they? I don't even know any more.

So today another letter arrived addressed to my Father. Needless to say this is distressing and infuriating.

With the services not all in my name, I know that I won't be able to negotiate better deals or services, and I can't manage them myself via the app.

[Matt_124 · Accepted solution]

If you follow the EE Bereavement policy it may allow you to close the account and open another in your own name, choosing a new customer deal which should get you the prices you see listed online on EE Broadband.

These are the best deals available usually, and this will then allow you to get the mobile deals and link it all to one account.

To process the new order after closing the account in your fathers name, you should do it through your EE App while logged into your mobile account as this will ensure it links correctly.

There may be some complications if the BT to EE order has been incorrectly processed in his name since he passed, but calling customer services (possibly the bereavement team) is the best way to go about resolving that particular issue. To your knowledge, the account was in your name and if the agent processed this incorrectly without doing the correct security to confirm the underlying account holder name then I would argue it is a failing on their behalf and there was no willful wrongdoing on your part.

[Christopher_G]

Hi @BronaghMcA 

Welcome to the community.

I'm sorry to hear of your experience with this. I understand how upsetting this must be for you. I'm going to send you a private message to try and help you get this sorted out. Could you check your community inbox and get back to me please?

Thanks

Chris

[BronaghMcA]

Thank you so much, Matt. I've started that process and the Bereavement team were helpful.

It's not entirely resolved: weirdly my name is on everything except the billing info but they're trying to fix it.

I really apprecoate you pointing me in the right direction.