Still can't link accounts

[richfletch123]

After moving from BT to EE and having 2 mobile accounts as well I still can't link my accounts. I have called several times to be told there is an internal problem and even that my Email address at EE was listed incorrectly. 2 weeks on and still can't do it so can't even see my EE phone bill! Very frustrating! Please help...

[0verit1]

They said they would raise a ticket etc and nothing happened and yes I'm at a loss as to what to do next. I really don't want to spend another hour on the phone with them to hear that everything will be fixed when I know it won't.

[Linzi_H]

@0verit1 If it's been over a week since you last spoke with us (as most tickets take around a week to complete), then I would suggest reaching out to our complaints team directly if you're not too keen on giving us a call again. You're welcome to use the web form, and our team will reach out to you directly within 7 days to discuss things further and work on a resolution. 

Linzi 

[0verit1]

Thank you I will try that, that's very helpful. I appreciate your help. I'm grateful to get some feedback here, I'll fill out that form and hopefully I'll get a resolution to the issue.

[Linzi_H]

@0verit1 I'm really confident things will get sorted, and hopefully, once you speak with our complaints team they can give you a little bit more insight into what's gone so wrong. Thanks so much for your patience with this one.

Linzi 

[Galtech]

Did anyone ever get this resolved? I have the same issue (they can't link my broadband account, so I can't view my broadband bills which I need as I'm self-employed).

FOUR times I've been told this will be resolved within five working days, each time nothing happens, and I feel I'm being fobbed off. If EE can't provide bills for the service they're providing, it's worthless!

Can someone from EE actually help? Rather than a scripted response?

[Lesley_W]

Hi @Galtech 

Thanks for coming to our community.

I understand why you would be frustrated if your account still isn't linked after multiple requests. When you last spoke to someone, did they say why the previous attempts didn't work?

Lesley

[Galtech]

Hi Lesley

The last time they said it was because one account had a prefix "Mr" whereas the other didn't, and that was preventing the accounts from merging. I guess you've changed that, but the accounts still aren't merging - so frustrating!

[Lesley_W]

Thanks for your reply @Galtech 

We're not able to access accounts here but I'm sure they would have rectified it if that was the reason it failed.

When was the last request put through?

Lesley

[Galtech]

Hi Lesley,

the last request (the FIFTH attempt to link my accounts) was on 18/10/24. 
I was told the accounts would merge/link within 7 days, and once again EE have failed !

why can’t EE provide the service I’m paying for? This service includes the supply of monthly bills. 
what can I (or more importantly EE) do to resolve this? 

[Lesley_W]

Hi @Galtech 

I appreciate you coming back with an update, even though it is disappointing that this is still not resolved.

I can only suggest raising this with our complaints team so they can fully investigate what is going wrong and take the correct steps to fix it. 

Lesley