Discrepancy between DoB in the website and the system

[OseDoe]

Hi, I have recently switched to EE and when I tried to link my device through the app to my EE account where I ordered my plan, I found that it got rejected. Upon checking my profile to see if everything was in order, the Date of Birth shown on the website differs from the one I introduced previously, showing the day before.

I tried going to an EE store to sort this out and they weren't able to help as it is shown correctly in their system.

After checking with my partner who also joined EE almost at the same time, she has the same bug so I believe there is a problem with how the system is displaying the date of birth.

The issue with this is as we aren't able to link our devices, we aren't able to see our bills. I found no way to report a bug on the website so I'm writing this post hoping that it helps. Else, could you redirect me to where could I post this up? Thank you in advance.

[Katie_B]

Hi @Michi7. 

Thanks for getting back to me. 

Since the agent updated this have you tried deleting the app and redownloading it?

What did the agent request to be mailed?

Did they provide you with an address?

Katie

[Michi7]

Yes I have tried redownloading the app and logging in again, the information has not changed unfortunately.

The agent said I should mail a form of ID like a passport copy and write a letter, they did not provide an address.

What exactly do I need to send? Just a photocopy of the two pages of my passport showing my details? Do I have to censor out any information on the photocopy? 

[Katie_B]

Thanks so much for confirming @Michi7. 

I understand how frustrating this must be. 

I would recommend giving us another call and speaking with our technical care team. 

If a ticket can't be raised for this to be amended, they will then be able to provide you an address to send the requested information. 

Katie

[SamerI]

Hi Michi7,

They had my date of birth wrong (1 day ahead lol). The correction of my date of birth fixed the issue.

[Michi7]

Hey just thought I'd come back and update in case anyone else is having an issue.

Issue has now been resolved - managed to do it in store after visiting more than 10+ EE branches around London. Turns out that they can fix your DoB issue, after which they'll merge your EE ID and your email. I then linked my SIM and after 24 hours I could finally see it in the app. Disappointing how many staff members in the branches told me they couldn't do anything or would say it was only an online thing! Not happy with my experience with EE so far, I know it's not the community support team's fault but just thought I'd share so other customers can prove you can fix this issue in store in case they get hit with the 'I can't do it' excuse. 

[Schockwave]

@Michi7 , thank you for coming back and letting us know you got it sorted and it is all working for you, no idea why there is such a problem getting this sorted, should be quite a simple thing for EE or you to do.

[Leanne_T]

Hi @Michi7 

I'm really sorry you've had this experience when visiting the stores to get the date of birth updated and appreciate you keeping us updated and sharing this feedback.

If you would like to discuss what has happened in the stores and raise a complaint, you can complete the online complaints form and one of the team will get in touch with you. 

If you need any help in future, please pop back to the community anytime 🙂

Leanne.