Unable to cancel from Australia

[StillauraE]

My grandson accidentally disconnected his e-sim when he was attempting to cancel his contract last year

EE kept saying he needed to go in store to cancel to verify who he was, he is in Australia so not possible

Also evidently unable to receive texts etc as has no e-sim

He has tried the numbers given to call from Australia and says nothing happens at the other end.

He returned an email to a staff member who had suggested to let her know if this occurs.

he has also sent mail to EE complaints with no response to wither.

we are now receiving debt collection letters.

Ee have clarified that if we pay they will restart charging again, so there seems to be no option for him.

He only wants to cancel, then we can pay the debt collectors and challenge previous ongoing costs, asEE can tell he has not been able to use the e sim.

I tried going into a shop and suggested validation via WhatsApp with him. Unfortunately they said evidence needs to be scanned.

Please help, or does he need to do something to make the numbers from Australia to EE work.

This has been stressful

thanks 

[bristolian]

EE don't have any published email address for CS, so it would be interesting to know who you've sent your email to.

The complaints webform is otherwise the way to go.

[StillauraE]

Actually a staff member first gave her email address but hasn’t responded to his email as she said to email her if numbers didn’t work. I found out since that maybe she shouldn’t have.
He also emailed the complaints email
****************

Sent from my iPad

[Chris_B]

@StillauraE  if he’s trying to ring from the Australian Sim then perhaps it needs to have international calling enabled on that Sim otherwise you need to use a landline. 

[StillauraE]

Thankyou. I’ll suggest, if he hasn’t already, that he tries a landline

Sent from my iPad