Stac code didn’t work

[jaydenbell]

I keep getting letters about my account being suspended but I contacted EE for a STAC code nearly 3 months ago and twice had to call back cos it didn’t work so I just cancelled my direct debit and now they’re chasing me for money what’s the best thing to do? 

[bristolian]

Did you give that STAC to another provider? If not, you still need to give 30days cancellation notice before your contract ends.

[Chris_B]

@jaydenbell   You have 30 days to give that STAC to your new provider,    A STAC just like a PAC code is only usable within 30 days of getting it after 30 days you have to request a new code.   Just stopping the DD doesn’t stop the contract and you are still required to pay the contract until it’s terminated.    You say the STAC didn’t work so why stop the DD and why not just give notice to terminate when you called customer support ?  

 How long did you have that STAC before giving it to the new provider ?  

[jaydenbell]

I gave my new provider it straight away and they said it didn’t work so tried again. I got rid of the sim. Surely they’ll have recording of me calling for the Stac code and again to say it wasn’t working as proof

[jaydenbell]

I did but they twice said it was invalid

[bristolian]

FYI you have a short time after posting to edit, negating the need for multiple short replies.

If your STAC wasn't accepted, then it wasn't used. In which case you've not used a STAC or given 30days disconnection notice and your account remains live. That explains why charges are still being incurred, and the credit process is now kicking in.

[Chris_B]

@jaydenbell  So when you called why not just give notice to terminate ?    You can get the STAC via text just by texting STAC to 75075.  You don’t need to call to get the  STAC and it’s done via text so customers don’t have to speak with customer support because they don’t want to get talked in to staying, obviously you have no issue with speaking with customer support so why not verbally give notice especially if the STAC didn’t work.    And because it didn’t work, why I don’t know your contract wasn’t terminated hence you owe payment on that contract.    

[jaydenbell]

An hour on hold because I want to cancel then.  

[bristolian]

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@jaydenbell wrote:

An hour on hold because I want to cancel then.  

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Or get a new STAC and give that to your new provider.

[Chris_S]

Hi @jaydenbell  If you give our disconnections team a call, the hold time hopefully won't be an hour.

I'd recommend giving them a call on 150 from an EE phone then select options 1, 4 then 2, or 07953 966 150 from any other phone.

Our disconnections team can set a disconnection notice for you to make sure that your account is cancelled off for you.

Chris S