Account Owner Change - “Account Closed”, CS not helping

[delia01171]

Hi, a few weeks ago my uncle and I called CS for a change in account ownership. The account was in his name, but under my email address and my billing details. The CS member told us that the change would be instant and that it had taken place — the email address I had given them was the same as the one previously on the account, as it was mine. I never received any emails confirming the ownership change. Since then, whenever I try to log in using the same credentials as before, I am still being greeted with my uncle’s name and told that the account is closed. I spent hours with different members of CS during the first 10 days of the change, and no one helped; I was simply told the app would update soon. It’s been almost a month now with no changes, and I am honestly sick of calling CS. On their end, I’ve always been told I feature as the account owner, and it took speaking to 4 different support members to find out the process “takes time”. 

How can I sort this out so I can log into my account? I also tried “registering” my phone number for an account and I am redirected to the login page or given an error. 

[Matt_124 · Accepted solution]

Sounds like the EE ID system getting confused. 

Essentially before, an EE ID would have been created with your email address and would be under your uncle's name as it is/was on the original Billing Account.

By doing a change of ownership it is changing the Billing Account to one in your name and closing the the one with your Uncle's name but this does not automatically update the EE ID as it is somewhat separate. By cancelling the Billing Account, the EE ID remains open just with no Active products linked.

There are likely two ways EE CS could fix this:

Method 1 would be to unlink the old Billing Account from the EE ID which frees it up to add yours. The issue that will probably arise here is that the personal details would remain as the original (your uncle) and when trying to link your Billing Account you will get an error due to the mismatch. They may be able to update the EE ID to match your name and DOB, which will then enable your Billing Account to be linked successfully. They can try this on the call.

Method 2 would be for Customer Services to change the EE ID Email Address that your uncle's closed account is linked to. Changing this to another email address should then free up your email address to be used to create a new EE ID to link your products to with all of your own details from scratch.

Both steps will require EE Customer Services assistance as only they have the access to the "backend" of the customer-facing ID system.

[XRaySpeX]

You need to call CS to delete the old MyEE a/c & then you can set up your new MyEE a/c afresh, using the same mobile no. & email addy if desired.