Account Closed

[Leon47]

Hi,

After ordering a new set of headphones through my contract and several issues later, my EE app is STILL showing Account Closed.

Called accounts, they messed around, said it was fixed.. it was not.

Called Tech, they “fixed” the issues the person above made, said it was sorted, the app would begin to work after X amount of time… it did not.

Now I’m unable to access anything relating to my contracts with you, can’t access my bills or charges, can’t see what I have remaining on contracts etc. After many issues with slow mobile data speeds (still unresolved), now this, not exactly having a great time with EE.

I’m not interested in sitting on hold, to then repeat myself and be passed to another department for it to not be resolved. I’m writing here because there’s no other option due to my EE app not working! 

When I finally gain access to my app and contract info etc. I will be running the contract down and leaving, paying way over for a substandard service.

[Schockwave]

Hello @Leon47 ,

Welcome to the community,

Are you able to access your account via the website and what does it say there?

Have you tried uninstalling the app, rebooting the device and reinstalling the app?

Unfortunately there is not much we can do from here, as there is no account access, we can only advise, this does seem strange that this has happened to you.

[Leon47]

Hey @Schockwave 

Thanks for the reply..

Logging into the website I only have access to change my user info, nothing else, can’t access any records, contracts etc.

Already tried the suggested several times, that is what the Tech Department suggested too, still Account Closed.

I understand you guys can’t help much here, I work shifts and we are not allowed to have our phones on in my line of work, hence trying to find somewhere to write as I no longer have access to MyEE live chats and call times don’t match up with start/end time of my shifts. 

[Katie_B]

Good morning @Leon47. 

Thanks for coming here. 

When you log in to your EE account online rather than the app do you get the account closed message or does it just provide you with user access rather than account holder access?

Katie

[Leon47]

Morning @Katie_B 

Logging into the Website rather than the App, I can confirm there is no account closed message, this only shows in the App.

On the website, I only have access to change my profile name, view shop and home, that’s all, I’m assuming that would be the basic user access you mention? 

Thanks, Leon

[Katie_B]

Thanks for getting back to me @Leon47. 

That's right, our customer care team will be able to update your settings to account holder which will give you full access to your EE account online. 

Katie 🙂

[Fowlerk]

Hi, could you sort mine out as well as I’ve been going around in circles. Only joined EE a few weeks ago, ended up with multiple account numbers due to staff messaging up the order.

Now they say they have closed the incorrect accounts, even though BT has just appeared on my credit report for a new account when I’m with EE.

They tell me the back office have been sorting things but can’t see any problems I can. I have no access to my account both on the app or website so no access to my first bill, no access to the features available for having broadband, can’t even see if you’re charging me right & you’ve even set up 2 direct debits.

i get the account closed message straight away. Log out & back in still there. Click on the account closed message then log in again I then get the option to link an account. Put in the 5th new account number been given. But it then brings up tv and bb, we cancelled tv within a week as miss sold so only had bb now which told all sorted. Click on it then get a caution sign saying need to verify my identity and option to cancel linking account. Someone keeps ringing me about once a week to check everything is fine, tell him it’s not he says it is it’s not so he then passes it back to the back office and says he will call again in a week. I’m fed up to say I’m a new customer with no access to anything, I’ve already had to put a report into my credit file as you did multiple hard searches because you didn’t know how to amend an account just kept opening a new on.

can you please fix this as it’s getting beyond a joke now.

[Leon47]

Hey!

I finally got mine sorted, I feel your frustration, mine was passed around soo many times! The kind lady (forgot her name) who I dealt with last from the tech side, raised an impact form for me and sent it off, not long after that, my account was back up and running again!

She suggested it was X, Y and Z at first but then realised it wasn’t and pushed that through for me, hopefully you can get yours sorted swiftly 👍🏻

[Glennie200]

I woke up today and my ee account has been closed. I just entered a contract with them. I don’t know what’s happening and all my Subscribtion has been cancelled. 

[Glennie200]

I woke up today and my ee account has been closed. I just entered a contract with them. I don’t know what’s happening and all my Subscribtion has been cancelled.