Account Closed

[jj264]

Hello, hope all is well,

I believe I was on PAYG, and there was still money in my account.

I opened the EE app today and found a banner saying:

"Your account is now closed

Remember to pay your final bill. If you make a late payment, then it can affect your credit score. If we have missed any charge from your bill (or if we owe you credit), then we'll send you an update in the post."

This message also shows up when logged in on the website.

Under it is a button "View final bill", when clicked, it shows a banner "We can't load this information".

I am sure I don't have any bills anyway as I used to fill up credit manually.

I have not received any email warnings that my account will be closed.

Why has this happened and how can I reactivate it? I need to used my phone urgently.

Please note that I am currently unable to contact EE by phone and do not have the option to live chat.

Thanks in advance for anyone who can provide help.

[XRaySpeX]

@jj264 : These msgs relate to a contract, not PAYG. You don't have bills with PAYG & so you don't get reminders to pay your bill. Maybe you had another no. on PAYG. Have you checked the mobile no. under the a/c you are looking at?

You will need to call CS to discuss the status of this a/c & what has happened to it.

[jj264]

Hello XRaySpeX, 

Thank you very much for your reply.

That is why I am surprised. I have always had a single account with a single phone number, and I have always used it by filling up credit and purchasing data packs when needed.

I have not used the phone for a while, so I suspect it may have been suspended, however, I would have expected to receive a warning prior to suspension via email, but I have not.

Also, due to my current circumstances, it's extremely difficult to call EE. Do you know of a way to contact them electronically?

[XRaySpeX]

What you describe does sound like PAYG but those msgs seem to relate to a contract. 

What happens when you text AL to 150 from it?

How's long is the while that you haven't used it?

You may only phone CS.

[jj264]

The problem is that I am not currently in the UK. I have contacted customer support through a complaints form and they have informed me that my line has been cancelled and funds were forfeited.

I wish they sent a simple email as a warning before the line was cancelled, because I have quite a few important electronic accounts that use two factor authentication with this phone number. I am now in quite a bit of a horrible situation due to this.

This must've happened to many others as well. Please EE warn people via email before cancelling their lines.

Anyway, thank you very much XRaySpeX for your help.

[XRaySpeX]

@jj264 : Sounds like your PAYG went into hibernation due to lack of use for 6 months & then was completely deactivated after a further 3 months. At which time your a/c was closed & any credit forfeited.

I would guess that EE send that msg erroneously to all a/c closures when they should only send it to contract closures.