Change of ownership issue

[Unsure_123]

My ex partner had 2 accounts one, their one and one paid for by me. 

Have now separated and I have changed ownership of the account to me. 

My EE was previously logged in with all Thier details but my email address as was effectively my account. 

Now when I go to log in my EE will not let me access my new account details as it's saying account closed ( I assume this was the account in their name) how do I reset it all into my new account details but use the same old email address. 

This is becoming stressful as don't want to keep communicating with ex partner 

[Chris_B]

@Unsure_123    Just need to clarify this first, 

 Did your ex partner call customer support and request a change of ownership of your line  ?     

Did you speak with customer support at the same time as that request change to accept the change of ownership ?  You can’t just swap accounts to someone else without going through customer support. 

[Unsure_123]

Yes. We did that part together. As we both had to be there. 

I have a new account number etc and new password but when I log into my EE app says account closed as it's all Thier details. 

The situation was they had the line I paid the DD and I needed the line in my own name so rang ee they changed it to SIM only and then changed ownership to me 

I did confirm all the new account would be in my name, my email etc 

[Lesley_W]

Hi @Unsure_123 

Welcome to our community.

I'm pleased you've been able to get the name change sorted. Your existing account will have the now closed account assigned to it, this will need changed to your new account. Our team over the phone will be able to swap this over for you 🙂

Lesley