Text received wrong information

[silvervixen]

Hi 

I don't know if anybody out there can help me.

I have just received a text stating "as you haven't made a chargeable call/text or used data for six months you will now lose any remaining credit and also be disconnected in the next 3 months"  This is not true as I sent a text message on the 15th of this month.   You will see from a comment I made earlier on the 13 May that I received a text warning me  I would lose my credit and number.  Now it seems it has gone further.  I have tried to contact customer services without success on 150.  All I am getting  are numerous texts stating "from June 2023 3G plans will no longer be supported you can make calls and texts on 2G however you  will need WiFi to access data .. etc etc.   I decided a while ago to switch from a Smart phone to a flip   TT fone which uses 2G.  I am inclined to ignore the message but it is a bit disconcerting. Perhaps EE sales team are trying to get me to switch back to a Smart phone!  Also, is there is a problem with the EE app because I tried to instal it and it won't open for some reason

[XRaySpeX]

@silvervixen : Was the text you sent on 15th May a chargeable text? What no. (1st 7 digits) did you send it to?

[Leanne_T]

Hi there @silvervixen 

To get this text looked into please call us on 150 and the team can check why this has been received and make sure the account stays active. 

The EE app should open for you, has this fully downloaded? What device are you using? 

Leanne.

[silvervixen]

Thank you for replying.. Actually I did mention  that I tried calling  150  without success,  (tried 3 times)all I get is a text saying From June 23 3g plans  etc etc I can't actually speak to anybody. Re the app  I am using a Samsung Galaxy Tab2 .

[silvervixen]

Thanks for replying.  The text I sent was a chargeable text, first 7 digits were 0779217

[silvervixen]

Hi Leanne

Just an update for you.  I found  anEE  customer services telephone number 08009566000 (after much searching on line). I didn't use my  mobile phone in case  I might have been disconnected in view of the text I received so I used my landlne phone.  I phoned the number and spoke to a very nice lady  in customer services and she was so helpful.  I explained  the problem to her.  She couldn't understand  why this text  was sent to me in view of the fact I sent a text  on the 15 May. After  doing a security check on my account she could confirm  this was correct and has put a note on my account to this effect and will be contacting the tech department about this erroneous text.  Re  opening the EE  app.  I decided to instal the app on my latest tablet and it  worked I thought it would  its a good thing I am tech savy!  Kind  regards.

[silvervixen]

Hi 

Just a quick note to say its been sorted. I managed to speak customer  services and a  note has been put on my account that this text shouldn't have been sent to me also she is going to contact the tech department about this. Regards

[Leanne_T]

Thanks very much for coming back and letting us know @silvervixen 

Hope you have a great week 🙂

Leanne.