EE say i’m not the account holder

[martamxrtinss]

My dad used to be the account holder and he’s gone back to Portugal as he’s from there and all the details on my EE account have my name on it however whenever I want to change something on my account they want confirmation from him as he’s somehow still an account holder?? I can’t change this as I’m not physically with him and I can’t be with him, I don’t know to change it because he’s not here to confirm anything 

[Jon_K]

Hi @martamxrtinss.

To complete a change of ownership, you would need to give us a call with both parties available on the line.

Jon

[martamxrtinss]

but i cant, he’s in a different country!

Sent from my iPhone

[James_B]

Hi @martamxrtinss,

Are you the named account holder on your bills?

If you are, you'll just need to update your details in My EE from user to bill payer.

You can do this by selecting Account settings > Manage numbers.

If your Dad is still the named account holder, he'll need to contact Customer Care to authorise the transfer to you.

Hope this helps.

James

[martamxrtinss]

i am the bill payer yeah so i don’t know why he’s still named as an account holder

Sent from my iPhone

[James_B]

Did you check your bill in My EE to see if your Dad is still named on it @martamxrtinss?

James

[martamxrtinss]

yeah i’ve checked bills and payments but can’t see his name anywhere on anything 

[James_B]

Hi @martamxrtinss,

Please get in touch with Customer Care who'll be able to confirm if an account transfer was completed, or just a direct debit change.

If it hasn't, your Dad can make a brief call to Customer Care to authorise the change. Once he's given authorisation, you can make a follow up call to complete a credit check and move the account into your name.

Thanks

James