The account name has been changed but it wasn't me

[asd5]

Hi,

I set up the account on my name a while ago, added two numbers (for me and my spouse) and everything was fine. But recently I found out the name and birthdate has been changed to unknown person. I tried to contact to support, visited stores but nobody did manage to help me with that. All guys say that's weird and they've never came across with such problem but probably it's a kind of fraud. I still has an access to the account, it still connected to my email, we still use numbers, etc. But I'm really worried about the situation.

Is there any way to escalate problem? Is there any way to connect to somebody who can resolve the issue?

Thanks

[asd5]

Apparently I've created the post in wrong forum. I'm talking about mobile numbers and account.

[Katie_B]

Good morning @asd5. 

Welcome to the community. 

When you called our customer care team are you aware if they refreshed your account?

Does this appear on both the EE app and online?

Katie

[asd5]

Hi, thanks for rapid reply. They answered that they do not know what to do 🙂 So maybe you know what to say to them next time?

Yes, it's on both online and app, it even greets me with "Good morning, <XXX>" (not my name).

[Katie_B]

Hi @asd5. 

I would recommend asking them to delete your EE app account so you can set this up again from fresh. 

Katie