25-04-2017 08:43 PM
hi all , my mother in law tried to cancel her contract today , she had a slight hesitation during security questions , now the idiot on the other end has blocked her account for cancellation , my wife pays the direct debit for the contract and deals with the day to day bills for her mother who is house bound due to various reasons .
the customer service person said the only way to end contract is to go to the store in person with photo id or get a solicitor to give power of attourney to my wife to cancel the contract , any ideas what we can do .
25-04-2017 08:51 PM - edited 25-04-2017 08:53 PM
Hello @pricey797 only the named account holder has authorisation to cancel an account even if another person has been registered as a user and given access to the account. Accounts can be cancelled either over the phone or in writing. :):
25-04-2017 08:52 PM
@pricey797 The CS agent did their job probably and you seem to think there an idiot.
If you need to take power of attorney then a solicitor must be involved. Go to the store with ID but just to left you know you can not pay off/ close an account at an EE store. You have to call customer services and give 30 days notice. You could write a letter but the 30 days will start when EE receive the letter that's giving notice.
25-04-2017 08:59 PM
only said idiot as he didnt listen to why she can not get to store with id , 1 she is house bound , 2 anxiety attacks, 3 no photo id anyway .
25-04-2017 09:01 PM
will a written cancellation stand as her account is now blocked as mentioned before due to a pause in answering a security question , which was answered correctly anyway
25-04-2017 09:03 PM
Hello @pricey797 it should do yes but only customer service or Live Chat can confirm for sure:
They may ask you to send in a copy of the ID along with the cancellation notice. 🙂
25-04-2017 09:15 PM
Thank you for taking the time to visit the Community.
I honestly don't understand why your mother in-law's account has been blocked, hesitation shouldn't have been a problem. Elderly people make mistakes and I have hesitated several times when speaking to customer service, especially when they ask you for a character from your password that you're not used to providing. Did the agent not ask your mother in-law additional questions?
I recommend your wife contacts customer service on 150 from an EE phone with your mother in-law present, explain the situation and hopefully someone will ask your mother in-law a few additional security questions and get the block removed.