Requesting Account History & Notice Records – No Responses from Support

[Faye2026]

I’m trying to obtain a full account history for a former EE account, including billing records, arrears notices, default notices, and the contact details EE used. I’ve called customer service twice and was told “there is nothing on your account,” which doesn’t answer my request.

As this information relates to my personal data, I understand that under the Data Protection Act 2018 / UK GDPR I have the right to access all records EE holds about me, including any notices issued and any direct debit details collected.

I have now submitted a DSAR through the official form, but I would appreciate clarification on why customer service could not provide basic account information on written format (email), and why no notices were ever received before my account was defaulted.

Any guidance on how to ensure this is handled properly would be appreciated.

[bristolian]

I doubt the majority of frontline CS agents have external email access, or the time to handle a specialist query such as this.

They're geared towards inbound calls & more simple queries, with specialist teams setup for complex and more offline-oriented issues.

[Chris_B · Accepted solution]

@Faye2026  The DSAR request is exactly how you do this request.  Customer support can’t just sit there typing out all the information to send an email to you.      Customer support isn’t for this porpoise.    Your request is for everything this will take time to gather and be sent to you.  

As for the account being defaulted this public forum can’t answer that as this forum doesn’t have access to your account.    

[Faye2026]

Thank you for confirming that the DSAR route is the correct way to request this information.

What I find interesting is that the DSAR option isn’t highlighted anywhere on the EE website as a route for customers who need more detailed or technical information. None of the customer service agents I spoke to mentioned it either, and there’s no clear button or pathway on the site that suggests DSAR is the appropriate escalation point. The only visible options are phone support and a postal address.

As a technology company, EE’s decision NOT to use email for customer service also makes the process feel less transparent. It leaves customers without a private written channel to discuss issues that may involve sensitive data, and pushes everything into phone calls or public forums like this one.

I’m curious how EE views transparency in customer communication, especially when customers need more than basic support. What do you think?

[Chris_B]

@Faye2026  You mean THIS   I just googled “request DSAR from EE”  and it gets you that. 

[bristolian]

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@Faye2026 wrote:

As a technology company, EE’s decision NOT to use email for customer service

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I think you'll struggle to find any major telco who does.

You only need browse this forum for evidence of the "back and forth" that might be one underlying reason why. Ensuring account security by email may be another.

I'm speculating as to the reasons, but EE are certainly not unique in their approach to the methods by which CS is delivered.

[Faye2026]

I’m starting to get the impression that, in the UK, some very large companies don’t always make consumer rights processes as clear or accessible as they could be. I genuinely hoped EE might be a positive exception — especially when it comes to straightforward customer service.

In my case, I was not told my request needed a “specialist query”, even though I was only asking for my own payment history. That feels like very general account information. When it turned out that this couldn’t be provided, no one mentioned a DSAR as the correct route. I only discovered that option by reading other community posts.

It’s surprising that something as fundamental as accessing your own data requires a Google search just to initiate the enquiry rather than being signposted by customer services. It doesn’t quite feel like a transparent or reasonable process.

I’m curious how others see it — does this seem like a normal experience, or is the system simply not designed with clarity in mind?

[bristolian]

The larger the company, and thus the larger the customer service operation, the more likely they are to be very process-driven, that's not an EE-thing, it's just a practical reality.

Not all UK operators even have fora such as this. I personally don't see anything wrong with getting good search results from Google - you might even find more proactive CS agents might well do the same before advising you!