@Emilyfuller1988 , It should not cost anything to ring customer support, see my signature for numbers to ring them, which is free.
We have no access to account and do not know who you are, so you would have to ring them.
To contact EE customer service dial 150 from your mobile phone or ring customer service for free using web based app or another phone: +44 800 079 8586 or +44 800 956 6000.
