Receiving bills but don’t have an EE account or phone

[Jbaker81]

Hi 

My husband has now received 2 bills from EE. Problem is he doesn’t have an EE phone or account never had. He has always been with another provider.

He has tried to call to get through to the team, emailed them and also been in store to check what he should do.

He had the second bill through after all the communications to EE and he doesn’t know what to do or who to contact to get this resolved.

Thank you 

[Michael_D]

Hi @Jbaker81 

Welcome to the community.

I can understand the concern at getting bills when you are not aware of an account.

Are the bills coming in your husband's name or are they addressed to someone else?

Has he spoken to anyone in the last few months about an EE contract or looked at options online?

Michael

[Jbaker81]

Hi Michael

The bills are in his name. He has never had an EE account or product.

He has spoken to them and was asked to email in, which he did but another bill has been received.

Dont want this to be escalated to a CCJ/debt collectors for something that seems to be identity fraid.

Thanks

Joanne

[Michael_D · Accepted solution]

I totally get where you are coming from @Jbaker81 

I would recommend getting back in touch with our customer service guides so they can locate the account and see if it has been reported to our security team, and what the latest information is.

Michael

[Kirstys1006]

Did you get this sorted? I have  received a text saying I am late paying my bill and had a DD set up on my bank from EE but I am NOT a EE customer. I can not find a email address to contact them. 

[Leanne_T]

Hi there @Kirstys1006 

Thanks for coming to the community. 

If this was a text and you've had no other correspondence, could you post a screenshot of the message? This will help us to see if this an EE message or could possibly be a scam text. 

If a direct debit has been set up and shows with your bank, this would need to be fully investigated with your bank and with us. You can find ways to get in touch with us on the Contact Us page. Our Online Security: Fighting Fraud page has information on reporting fraud.

Leanne.

[Chris_B]

@Kirstys1006   You need to contact your bank about this asap.  Someone has your banking information in order to set this up. EE can not just setup a DD without being given that information. 

[Leanne_T]

Hi @Kirstys1006 

Just to add @Chris_B is correct, if you have a direct debit showing for EE with your bank please contact the bank as soon as possible and get in touch with our mobile guides to get this account looked into that has been set up. 

My post above has been edited to include details on reporting this to us and advice can be found in the Online Security: Fighting Fraud Help page. 

Please let us know how you get on. 

Leanne.

[Kirstys1006]

 

[Kirstys1006]

That’s what I thought so I cancelled the DD as soon as I seen it and then got the text. I tried texting 150 but I’m not a EE customer and it’s a nightmare trying to call them