Post-account name change help

[ripflix]

I recently just did an account name changeover through a call. The guide said it all went through and I've since had texts from EE using the correct name so I'm assuming it has worked but now on the app and web it says the account is closed (using the old name). I can't see my current plan details or shop as the account seems to no longer exists but I did receive a text confirming the new direct debit was setup correctly. Will this fix over on its own or do i need to reach out to an EE guide again? 

My phone is on its last legs so I was really hoping to upgrade ASAP 😬

[rkelly1 · Accepted solution]

If they transferred ownership of the account then the original account would be closed.

If that is the case, a new online account would need to be set up for the new EE account. 

[bristolian]

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@ripflix wrote:

I recently just did an account name changeover through a call.

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When exactly was "recently"? And when is your bill date each month?