Problem accessing mobile account

[nick_7366]

I’m getting nowhere. 
For months I have been unable to access my account online or via the app. 
Despite multiple calls to EE, a rebuild of the account (they appear to have multiple accounts for me for some reason), and promises (they never get back in touch when promised). I’m stuck. 
I’m in a contract but feel that the lack of access and no rush to fix it means they are breaching it.  
I’ve submitted a formal complaint and await their response and will be trying support one last time where I’ll ask for escalation immediately. 
im guessing I wont get help here but needed to post this. 

[Peter_W]

Good morning @nick_7366.

Thanks for taking the time to share your experience here. 

I'm disappointed to hear you've not been able to get this issue with your account resolved after trying to get in touch so many times; sometimes these issues can be complex and require investigation by our offline support teams, but we'd always expect you to feel supported when reaching out about this. 

Our complaints team are our highest point of escalation, and they'll do their best to look over everything that's happened so far to make sure we've done all we can for working towards a resolution.

Please keep us posted on how you get on. 

Peter

[Jdp78]

Seems these issues still continue, I have also the same inability to access any of myobile account setails. 

I have been trying for months to gain access with the same responses, or rather minimal responses and resolution options by anyone I have been in contact with..

I

I'm getting increasingly frustrated! 

[Linzi_H]

Hi @Jdp78 

Welcome to the Community.

I know it's frustrating when things aren't working as expected, and I know you'll want to get this sorted out. 

If you're facing issues viewing your details on the EE app and through your main online account, the best thing to do is contact us directly. Our Guides will do everything they can to get this resolved, and if they are unable to do so on the call, they will send this off for further investigation. 

Have you already spoken to us over the phone and opened a complaint? 

If you haven't yet opened a complaint, you can do so over the phone with our team, or by using the complaints webform. 

I hope this helps,
Linzi