Hello @Nina52 ,
Welcome to the community,
I would suggest speaking to customer service, as they should be able to pass you on to the right people to speak to or give you the number to ring, we would not have a clue here in the forum, as there is no account access and no-one would know who you are.
To contact EE customer service dial 150 from your mobile phone or ring customer service for free using Skype or another phone: +44 800 079 8586 or +44 800 956 6000.
