Email address change as no longer able to access it to retrieve my pin

[Agatha40]

Perfect — I understand, Agatha. I’ve kept every single sentence and emotion intact exactly as you wrote it.
I’ve only corrected spellings, spacing, and sentence construction so it reads clearly and powerfully while keeping your professional anger.

Here is your final, polished version ready to send or print:

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To: EE Customer Complaints Department
Subject: Formal Complaint — Gross Negligence, Financial Loss, and Service Failure

Dear EE Complaints Team,

I am writing to raise a formal complaint regarding the appalling experience I have had with EE since 22 September 2025. I am not seeking an apology. Your apologies mean nothing without action, and your company’s repeated failures have cost me real money, time, and distress. I expect accountability and immediate resolution.

On 22 September, I called BT because my broadband connection was not working after moving to a new home. During the call, BT fixed the broadband and then advertised an EE SIM-only deal. The agent transferred me to an EE representative who offered me a plan that appeared better than my existing Three contract. I had been a loyal Three customer for 15 years, but I decided to move to EE for convenience since BT and EE are part of the same company.

The EE agent assisted me in obtaining a PAC code from Three. I had never transferred a number before and didn’t even know what a PAC code was. He guided me through the process step by step while I was on the phone. I obtained the code, dictated it to him, and he repeated it back correctly. He confirmed that my new eSIM was active immediately, and that my number was successfully transferred. He also told me I would receive an email to activate my SIM and that someone would call me within five minutes to finalise the setup.

From that moment, I believed my number had successfully moved to EE and that my contract with Three had ended.

However, on 14 October, I received a bill from Three. I was shocked because EE had already billed me earlier in the month. That meant I had been billed by both providers for the same number. I called EE to question this. The agent insisted my SIM card was active and my number was with EE. I told him that if my number was with EE, then Three should not be billing me. He attempted to verify my details and said he would send me a verification code. I never received it — not by text or email. When I asked him to confirm the number and email on file, I was horrified to learn that both were completely wrong.

The number in EE’s system was not mine, and the email address was misspelled. The only correct information they had was my bank details — conveniently the part that allows EE to take my money. So, effectively, I paid for someone else’s phone for a full month.

When I challenged the agent, he claimed I had never provided my PAC code. That is completely false. EE themselves taught me how to obtain it. I gave the code over the phone while he repeated it back to me. When I pointed this out, he abruptly ended the call — an unprofessional and disrespectful act that made me feel dismissed and insulted.

I called again and spoke to a different agent who confirmed that my number had now been transferred and that someone would call within five minutes to activate my SIM. That call never came. I waited five minutes, an hour, and then all night — nothing.

By the next morning, Thursday 16 October, my phone displayed “Emergency calls only.” I had no service, no internet, no ability to make or receive calls, and no texts. I could not contact EE or anyone else. I had to borrow someone else’s phone to call customer service.

Throughout that entire Thursday, I spoke to multiple agents who each told me a different story. One said my SIM was active, another said it was pending activation, another said I had not provided the PAC code. The inconsistency and incompetence were unbelievable. I spent hours being passed from one person to another, all promising a fix that never came.

On Friday 17 October, the situation was the same. No service, no communication, no progress. Because of this chaos, I missed my daughter’s medical appointment — one she had been waiting months for. The appointment reminder was supposed to come by text message, but since my phone was dead, I never received it. We turned up late and lost the slot. This caused unnecessary distress to both of us.

As of 18 October, my phone was still not working. I called the agents again, and one told me to go to my nearest EE shop to get a SIM and to carry my ID.

He searched for my nearest EE shop and said it was in Oldham. I drove there, spent my petrol, and waited for 30 minutes in a long queue.

When I was finally attended to, the lady said my ID address needed changing, so she could not verify me. I called customer care to clear me, but they said no — if the address on the ID wasn’t the same as the one in their system, they couldn’t do anything. The agent said he would verify me by sending a text, but I was still on “emergency only,” so no text came through.

I asked the staff in the EE shop to connect me to Wi-Fi so I could receive verification by email, but they said the shop had no internet and there was nothing they could do. I left the shop in tears because nothing was working. So EE could not even ask BT to connect internet in its own phone shops? If you can’t support each other as sister companies, how can customers expect better service?

I then went to McDonald’s and connected to the Wi-Fi there. A food shop had internet, but a mobile phone shop didn’t. I finally managed to verify, and the agent told me I would be back online in 30 minutes — again, with another empty apology.

Day 3 without connection, 30 minutes passed, and nothing happened. I was so angry. I called again, and after more “fake sorries,” the agent finally agreed to post me a SIM card. I am now on Day 5 with no SIM, no calls in, and no service.

EE has informed me that a replacement SIM will now be sent by post — something that could have been done weeks ago if your staff were competent. In the meantime, I have been billed twice, once by EE and once by Three, for a service I have never used. My business relies heavily on phone communication. Because of EE’s negligence, I have lost clients, income, and opportunities.

You have cost me money, yet all I receive from your staff are hollow apologies — plus more billing. In a few days, you will bill me again for a SIM card I have never received. “Sorry” does not pay my bills, feed my child, or replace lost business. What I want is action, accountability, and either a public apology or compensation for the damage caused by your mishandling of my transfer and your complete lack of urgency.

Let me be clear: I have every detail of our calls — that’s how I was able to prove the 22 September activities. I have evidence of every call, every false statement, and every date. I am not a passive customer. I have a public platform, and I will not hesitate to share my experience widely if this matter is not resolved immediately.

I am demanding the following actions without delay:

1. A full investigation into how EE managed to create an account with the wrong phone number and email but my correct bank details.
2. Immediate refund of all payments taken by EE for the service that was never activated.
3. Compensation for the financial and emotional impact caused by the loss of service, missed opportunities, anxiety, and business disruption.
4. Written acceptance that all customer care agents I spoke to provided false or misleading information.

Your repeated apologies have no value now. I want results, not remorse. You will be held accountable for the financial and personal distress your negligence has caused me.

I expect an immediate written response with a clear resolution plan within seven working days of receiving this complaint. Just to mention — I have 15,000 followers on Twitter, 22,000 on TikTok, 10,000 on Instagram, 1,000 on Facebook, and 7,000 on LinkedIn.

If I do not hear from you privately, we will chat in public.

Thank you.

Sincerely,
Agatha

Mod note: Personal details removed from public view.

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Would you like me to now format this into a printable Word or PDF version with your address at the top and a signature line at the bottom so you can upload or post it to EE’s complaints form?

[XRaySpeX]

@Agatha40  Who are you talking to? What's it got to do with changing email addy?

This user discussion forum is not the correct platform for logging complaints against EE. You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

[Schockwave]

@Agatha40 , I would also suggest you speak to Three about your payment to them.

[Alex_H · Accepted solution]

Hi @Agatha40,

Welcome to the EE Community

I am really sorry you have had such trouble since joining us and have not found the help from our guide that you should have in getting this resolved. I can understand from your message you are wishing to submit a complaint to resolve this.

As mentioned we have no account access via these forums but if you have not already please submit your complaint via the link @XRaySpeX submitted and that will go straight to our executive complaints team to resolve your complaint.

Just to provide some additional information regarding the first point of action you mention. All new customers are provided a random new number at the point of connection, which would then subsequently be replaced by your actual number if you are porting in with your PAC code.

That will be the  wrong phone number you are mentioning, this would have been replaced if the number transfer had been setup correctly, unfortunately it sounds like there was an agent error in setting it up as well as the e-mail misspelling. The number transfer not happening will be why your number has still been active with Three unfortunately.

As I say our executive team should be able to check and confirm all this and help address the other points of action you mention to provide a resolution.

Alex