can someone help?

Simmo_1970

I was hoping someone could help with this? .....I had a contract with TMobile that I took out for my step son to use, which he did for 2 years with no problem. On 8th November 2014, we went to the EE store in the Potteries Shopping Centre in Hanley, S-O-T as my step son wanted to have the contract in his own name as he was now 18. My intention was to upgrade and then do a change of ownership. The advisor told me it was not possible to do this and he would have to take a new contract out. I said we wanted to keep the same number and was told we had to have a new number and would then have to get a PAC code to transfer our number from T-Mobile to EE. I queried this as I thought you couldn't transfer the number if it was the same network but was reassured we were moving from T-Mobile to EE. So we set the contract up and on the following Monday contacted T-Mobile to get the PAC (we had been told that the department that issued PAC codes was closed over the weekend). We were then told that we couldn't get a PAC as we were staying within the same network.
Annoyed and frustrated we went back to the store to complain and they offered a solution of having an orange sim card and then porting our number to that and then porting it back to EE. This is what we did and then everything was fine up until 13/01/15 when I arrived home from work at 23:45 to find my step son waiting for me to tell me that EE had disconnected his sim. I asked if he had checked if his direct debit was set up, and perhaps he hadn't paid his bill.
So next morning we set off for HSBC, checked his account was fine (which it was) and then went back to the EE store to find out what was going on.
They checked the account and we found out that EE had cancelled the account because of FRAUD. What had happened is that the credit check had been done under our address and was fine but the store agent had then put the incorrect postcode into the system when setting the contract up. Our postcode ends in GD and the one he used ended in GB. Obviously the bills started to go to the GB address and the home owner quite rightly returned them saying not known at that address.
We were told that someone from the FRAUD department would contact us and it would only be a short time before my step son was reconnected.
No phone call happened and almost 2 weeks later he is still disconnected.
We have been to the store today to ask what his cancellation options were and if we would be able to get a PAC to transfer to another network. I have been told that he cannot do anything to cancel until we have spoken to FRAUD and he cannot get a PAC until then either. We are at the end of our tether with this so does anyone know what we can do as it the agents fault in the store who set the contract up that has caused the problem?

Silk

Simmo_1970 wrote: »

We have been to the store today to ask what his cancellation options were and if we would be able to get a PAC to transfer to another network. I have been told that he cannot do anything to cancel until we have spoken to FRAUD and he cannot get a PAC until then either. We are at the end of our tether with this so does anyone know what we can do as it the agents fault in the store who set the contract up that has caused the problem?

The problem is that you cannot contact the fraud department direct they have to contact you which may take a while.
It would be best to contact the executive office and provide them with a couple of copies of paperwork that shows what the correct postcode should have been at the time of the order to hurry things along.

Collabora

call the exec dept on 0800 079 0232 Office opening hours are between 08:00 and 20:00, Monday to Friday or 08:00 and 18:00 on Saturday.