Do not lose hope, do not give up. This is classed as consumer phone fraud and identity theft. contact the UK police action fraud and report this crime. It seems to be a reoccurring problem at EE. At best it’s an inherent issue in the way they set up and manage consumer accounts, at worst it’s negligence and they are enable fraud internally. Do not give up, if you are getting nowhere with them directly take it up with ombudsman, trading standards regulators and report it to the police. And do not take advice from people who have not experienced this with EE. This happens all the time across all companies, genuine mistakes can happen, but also thieves exist. Get advice directly from ombudsman and action fraud. do not give up because of the poor customer service from EE, if your worried about the impact from debt recoveries, let action fraud and ofcom and financial services authority guide you to best next steps. And just so you know your case is one of hundreds across the UK. The worrying thing is EE, do not seem to care. It will take a huge fine from the telecoms and financial regulators and negative press for them to wake up and start protecting their customers. DO NOT GIVE UP. do not cave in to their poorly trained staff. the right hand doesn’t know what the left is doing and their execs are woefully ignorant of what their customers are facing when things go wrong on their side. £300 is nothing to a huge multimillion corporation, they have the funds and the resources to investigate this fully and should not be hounding you. You should do a subject access request and ask them for copies of your original contract (if you don’t have it somewhere amongst your emails from 2021/in paperwork hard copy). We have to keep fighting for them to change their attitudes towards innocent consumers and you are not alone. Good luck and remember the regulator is the last resort, the buck stops with them for holding EE accountable for how it mistreats consumers.
