Number removed without my permission - call centre refuse to help

[AndrewD75]

I received several texts overnight from 150 starting with "...we need to identify you. Please show this message to the team member who is currently assisting you". Then a series of texts setting up a new monthly plan, spend cap, content lock NONE of which I authorised. I'm currently in Pakistan - the initial message couldn't have been shown to anyone. I called the help centre and gave the number - was told that after two years of use, overnight, it's not in my name. It's pay as you go - my banking details are linked to it for the monthly top up. Call centre refused to help in anyway as my name didn't match the name on the account. Was told to go into an EE shop (in Pakistan!?). Number no longer working and it's been taken off my EE account meaning I can't adjust anything there. Not only am I concerned about my banking security, I'm extremely concerned that EE can allow someone to make changes to my number and account without my permission - seems like the most basic of all security protocols have been ignored. How do I get my number back? Please don't tell me to go into a shop - I'd be happy to prove my ID over a video call if that were possible.

[bristolian]

Can you post the exact text of the messages you have received? There is no individual account access on this public forum, but seeing the nature of the messages may help to advise.

[AndrewD75]

Texts were received from 150:

"For us to help you with your request we need to identify. Please show this message to the team member who is currently assisting you". [We were not in the country at the time and couldn't possibly show the message]

"Hi from EE. We've added your 30% loyalty discount for moving onto a Pay Monthly EE Mobile plan. Thanks for choosing us again"

There are numerous other messages in the same vein, all indicating the setting up or modification of my PAYG account, without my permission.

As it happens, the number has now reactivated on the phone and I can only assume EE has an unhappy customer somewhere wondering why his account isn't working. But during the process I have lost access to the management of this account on line. In other words, my account has been altered without my permission - a serious data and security breach. The EE website is designed to prevent me from making a complaint except by letter. Something I will have to do now, I think.

[James_B]

Hi @AndrewD75,

I'm pleased to see your number has been reactivated.

Have you tried registering your complaint using this form - Fill out our complaints form (ee.co.uk)?

James

[AndrewD75]

Thanks for this pointer - have to say that the new EE website is far from user friendly, so helpful to have this steer.