Cant link account: EE/BT used 12 yr old email address when my account was set up

[swanny65]

Hi

I recontracted to BT in May/June this year and as part of the process I was moved to EE - a straight forward process.

However the BT call hander incorrected pulled throught the email address I had when i joined BT at least a dozen years ago. Apart from the hassle of not getting any notifications about switching to fibre, deliveries, start date etc which I eventually did get sorted. I have been unable to link my EE account to the services I actually recieve - the picture above is what loads when i try and link my account.

I have given up calling EE as they dont return my calls, they gave me direct line numbers that dont work, and i have been told there are over 10000 accounts in a similar predicament to myself - have an old email on the account that is not the correct email address or worse still the email address is no longer in use. I made a complaint and have heard nothing. I have been told it is not as simple as entering the correct email address - that only appears to work for EE send me communications not for me being able to see or amend my account online.

I have been unable to view a bill since i switched from BT to EE but this issue has not prevent EE from taking it monthly payment. 

Has anyone here had a similar problem / know how this can be fixed.

Has anyone complained to the ICO as BT holding and using an email address that was approx. 12 years old, and not used since i joined BT, seems like a GDPR / DPA breach.

Thanks very much

[Katie_B]

Thanks for coming back and letting us know this has been resolved @swanny65. 

Have a lovely evening, 

Katie

[stuartjharper99]

Same  here I have had the same problem  I said to the  person on the other end of the phone line  I don’t want ee  I’m going to Vodaphone they threaten me with a 220 bill but I still can’t access my account 

[Katie_B]

Hello @stuartjharper99. 

I am very sorry to hear you have not been able to access your EE account.

The OP was able to get this resolved by giving us a call. 

When you called what was advised?

Katie

[swanny65]

Hi Katie, Stuart 

Katie, that is not correct.

My post was referred to your complaints team and a very helpful colleague sorted this. I was initially sent a PM here. Then someone called me Monday and it was corrected after 2 or 3 emails yesterday.

Thank you 

Swanny 

[stuartjharper99]

Nothing no reply your company is full of xxxc understand I’ve heard nothing back of still got a old by hub  and now I’m being charged your **bleep** rate for  some thing I didn’t want 

[stuartjharper99]

Il be ignored again you  can shove the money you think I owe  where the sun don’t  deserve people  you don’t even listen to and understand what people say 

[stuartjharper99]

Well ring me  I won’t be holding my breath  you should  understand I’m trying to be nice but you aren’t 

[Christopher_G]

Hi @stuartjharper99 

This is something that our Mobile Care team will be able to help you with. If you would like to make a complaint, you can do so here on the Complaints page.

That way, the complaints team will look into this and contact you to discuss it.

Hope you get sorted soon.

Chris