New account suddenly closed!? please help?

[Lulumoon]

So the other day I ordered an new iphone 14 plus  had to update my account information cause of a mistype in my direct debit details but was assured that everything was okay and that the discount I got from my partner who works for bt/ee was still there 
today I tired setting my "my ee" account and it locked out but I managed to get on via the website when I was met with a a bill saying "final bill" and "account closed" with no conversation and nothing of that nature  and then I saw a huge charge that I thought read £949 but my partner pointed out it was -£949 which he explained was credit so I wouldn't be charged that 
I'm very panicked cause on top of that the monthly charge isn't even what was agreed when the contracted started.

all I wanted was a smoothe transistion and a new phone

and now I'm not even sure I have an account! and i don't want to lose the number I had put in the pac request for and also then have to return the new phone!

if anyone help it would be much appreciated as my partner works mainly on bt so only really deals with broadband and bt mobile transfers so it isn't his department and is unsure how he would personally fix the issue

[Jon_K]

Hi @Lulumoon 

I'm really sorry to hear this, I'm not sure why this has happened.

I'd recommend giving our Customer Care team a call so they can access your account and help you further.

They'll be able to read through notes on the account to see why this has happened.

Jon