Customers With Mental Health Freezing Account

[SeanT52]

Hi, bit disappointed today after talking to one of your Guides. My daughter whose phone is on my account is suffering with Mental Health issues and not used her EE SIM (approximately £26 a month) for about 5 weeks as is not talking / following any of her friends. I asked if there was anyway the account could be frozen to save me having to pay her monthly charge without her losing her number. I was told that I could freeze her number(what for as she has done this herself) but I would still be charged as she has a 2 year contract. Obviously the Guide is right but I was looking for some sympathy, i.e maybe freeze contract and when she is better restart and extend contract. I'm not looking for any rebate or refund for month not used just a little kindness to keep everyone happy. Anyway gave EE a 0 and said would not be recommending them in the future as are not sympathetic to Mental Health issues

Sean

[Chris_B]

@SeanT52  But it’s your contract it’s on your account you only allow your daughter to use it.    

EE have strict rules to follow regarding a contract freeze and basically you need to be in the arm forces and be on deployment out of the UK to have a freeze put on a contract and then that’s only 6 months.   

You agreed to the terms of the contract when you took this out and there is no where within it that states you can freeze it if needs be. It’s the same rule for everyone or do you expect EE only to agree to some customers needs and not others.   Who makes that decision and would it be fair.    Hence there is no option to freeze the contract and your daughter will not loose the number because of lack of use as your paying for the bill. 

[Christopher_G]

Hi @SeanT52 

Welcome to the community.

I'm sorry to hear that your daughter is suffering with her mental health, I hope she is feeling back to herself soon.

I understand that you're looking to freeze the contract until she's feeling better, but that isn't an option at the moment. Our Mobile Care team are in the best position to look over the account and advise your options going forward.

Chris

[SeanT52]

Well, looking at some of the replies I wished I never raised this. Let's say we live in a totally non caring or believing society. Perhaps EE can donate any recompense to MIND.

If this what EE Community offers, you can ............ Wherever. Thanks for nothing and goodnight 😀😀😀😀