[jefferyjing]

I am writing to formally complain about the unexpected closure of my account and the suspension of service for my SIM (pay as you go). My account is fully topped up, and I have set up a direct debit payment using my Visa card.

On 22nd January, EE charged the monthly fee, and I received a confirmation message from EE stating:
"You now have 500 minutes, unlimited texts, and 8GB to use in the UK for up to 30 days."

However, my service has now been stopped - only 15 days after rolling, and I am unable to get a signal. I called customers hotline, they told me the number has been cancelled and they can't resume it. This disruption has caused significant inconvenience and financial losses due to failed communications.

[Chris_B]

@jefferyjing your not making any formal complaint on here,  this is a public forum not customer support.     You can did that via THIS   But I would try and get this resolved via customer support 
 
Did you ask why the number got cancelled in the first place?   If you didn’t make any request to close the number then there is no reason why it can not be resolved as it’s not gone in to hibernation.   

[jefferyjing]

Thank you.

I called EE customer service twice this afternoon. One representative explained that the issue was due to suspected fraud, while another stated that it might be because the number hadn’t been used to make calls within the past three months. However, this is not the case, as I made calls on November 29, 2024.

I am now completely confused, and it seems that no one from EE is willing to help resolve this issue. I have also sent a separate complaint email to EE.

[Ali_A]

Hi @jefferyjing 
 

I am sorry to hear you're line has been cancelled unexpectedly. 
 

As you've raised a complaint, the team will be able to establish the correct reason why your service was cancelled, and what they will be able to do to help. 

Ali