Account is blocked by fraud team

[dpmz]

Hi

Yesterday without no reason my ee account got blocked and sim stopped working. I called to EE Customer support and they told me that account was blocked by fraud team and nothing could be done to unblock it. I didn't receive any communication from EE telling me that something suspicious is going on or what to do. Does anyone know what needs to be done in order to recover my account? It least I would like to be able to move my phone number to another service provider if for some reason EE could not unblock my account.

I never missed monthly payments, I have at my address broadband internet, I hardly make one phone call a week, and send no sms. I have now idea why my account was flagged.

Regards, Denis

[Chris_B]

@dpmz   You can not move your number if the account is blocked because of fraud reasons.  A blocked account shouldn’t stop the sim from working though unless it’s your number that’s in question,    You need to speak with customer support about this.  

[dpmz]

Hi @Chris_B 

The fact that I can't move my number a bit reassuring: if I can't do it, hopefully no-one else can steal my number to access my whatsapp messages (lol). Luckily having a bit of paranoia towards using my phone number as  two-factor authenticator mechanism reduces harm of losing my phone number. With the amount of fraud these days...

After speaking with the support specialist, I got an impression that phone number is blocked for fraud. When I'm logging in via website and via mobile app I see observe controversial information. From the phone app I'm getting something like `Your account is now closed` and that I should expect my final bill. From the web site when I log in, I only have access to my bills (which are obviously paid). 

I'll try to stop by EE store tomorrow with my passport and prove of address and try to recover my account. Or at least to move my phone number to another service provider with their help. Luckily that this time I was in country, and I don't expect any important phone calls. But I could imagine that it would be quite unpleasant to get blocked in more complicated circumstances without attempting to contact me first and providing some instruction on how to fix this situation.

Quality of support is also quite disappointing, specialist just told me that nothing could be done. It was not very reassuring, but I guess he just didn't know what to do. I don't believe that there is no way to do anything about it. 

Regards, Denis

[Leanne_T]

Hi there @dpmz 

I am really sorry you're account has been suspended and you have not had any information on why this was blocked by the fraud team. 

I would suggest getting back in touch to see if the team can check the account notes for any information on why this has been blocked and what is needed to get this reinstated. 

Or, as you have suggested visiting an EE Store with photo ID, the store guides can help you get this looked into and let our customer care team know the ID has been provided. 

Please pop back and let us know how you get on if you call again or visit an EE Store. 

Thank you. 

Leanne. 

[dpmz]

Hi @Leanne_T 

Thanks for the information. I'll post an update tomorrow. 

Regards, Denis

[Leanne_T]

Thanks so much @dpmz 

Hope you get this sorted 🙂

Leanne. 

[dpmz]

Hi @Leanne_T 

I've stopped by the store, they told me that they can do nothing as well. I guess I'm going to follow through the formal complaint procedure. I've send an email following the guide https://ee.co.uk/content/dam/help/terms-and-conditions/regulatory/ee-complaints-code-of-practice-mar... (it was a challenge to find the email for complaints). 

I'll also send a hard copy as well to the address mentioned in the document. I assume this procedure will most probably take couple of months. 

Funny enough, there were a person at the store with exactly the same problem. 

Regards, Denis

[Christopher_G]

Sorry to hear that, @dpmz 

There's also a complaint form on our website, that goes straight through to our complaints team. 

They'll be able to look into exactly what has happened and what processes have been followed.

Chris

[dpmz]

Hi @Christopher_G 

I've used this form, and got a phone call today from EE. I've got complaint reference number, and promise that my issue going to be escalated to the fraud team. Most probably I'll hear back in 48 hours. Sounds promising. It would be interesting to know what caused the issue, so I could avoid it in a future. Seems to be doubtful that it caused by me.

Funny enough, my wife messaged me and told that her EE sim card also stopped working just now. When I tried to call her, instead of getting into voice mail I got the error like it is not possible to connect your call. I bet that she was locked out by the fraud team. Good job EE, what can I say. I would certainly recommend avoiding EE. 

Regards, Denis

[Christopher_G]

Hi @dpmz 

Thanks for coming back to update us. I'm not sure why your wife's number stopped working, or whether it has anything to do with the problem with yours.

Hopefully you hear back from the complaints team soon. Please keep us posted on what happens.

Chris