EE Closed my account! !!!!!!?!

supermum1988

Hi everyone,

Just wanting to know what peoples opinions are on this. I'm not happy at all.

I have a contract phone and tablet with EE which I took out April 2014. In November I gave the tablet to my sister who ran up a huge bill so I swiftly took it off her. I had to put an arrangement in place to pay off the huge bill which had been kept to until this month when the network had serious issues (this network issue was reported and acknowledged). Couldn't call, log on to my account or pay my bill!! In the time I had network issues, they have cut me off so still cannot ring them to make this payment.

I have just received a 'Final bill' from EE saying the account is now closed and that I owe £890. I am ready to pay my bill but cannot as it now says my numbers aren't recognised on the system. What the hell do I do? I don't want the account to be closed and wonder if there is anyway of reinstating it? I either pay the £122 now and my next bill or I'm just going to claim financial hardship and pay them £5 a week. What will they do or is it too late now?

Thanks

sourcrates

Get in touch with them, either ring them, or they are pretty hot at answering stuff on social media, I would think a call to customer services would sort this.

supermum1988

I cannot ring them as I've been cut off. I got rid of my landline as I had no need for it. I don't even know where the nearest payphone is (do they even still exist?).
I live in a small town and have no family here so cant just nip round to use a phone.

sourcrates

supermum1988 wrote: »

I cannot ring them as I've been cut off. I got rid of my landline as I had no need for it. I don't even know where the nearest payphone is (do they even still exist?).
I live in a small town and have no family here so cant just nip round to use a phone.

You have internet yes, like there page on Facebook, and comment on one of there posts, they always answer, or email them !!!

supermum1988

They don't have an email address for mobile customers. Just a complaint form which I've had no other option but to fill in. I've messaged on Twitter but they constantly try putting me through to "Live Chat" which you need to be logged in to use. As I said,my account has been closed so cannot log in to that and their FB page had me blocked after I had a problem a few months back.
I'm at a loss.

sourcrates

supermum1988 wrote: »

They don't have an email address for mobile customers. Just a complaint form which I've had no other option but to fill in. I've messaged on Twitter but they constantly try putting me through to "Live Chat" which you need to be logged in to use. As I said,my account has been closed so cannot log in to that and their FB page had me blocked after I had a problem a few months back.
I'm at a loss.

You could write to them :

EE Customer Services
6 Camberwell Way
Sunderland
Tyne and Wear
SR3 3XN
United Kingdom

Anoneemoose

Because the payment wasn't received as per the payment arrangement, your account was closed and you have been charged for the rest of your contracts.

What network issues meant you couldn't call to get their bank details to do a bacs transfer or something?

If you do not pay the £122, the account will stay closed. And if you don't pay, it will be passed to a debt collection agency.

glentoran99

Anoneemoose wrote: »

Because the payment wasn't received as per the payment arrangement, your account was closed and you have been charged for the rest of your contracts.

What network issues meant you couldn't call to get their bank details to do a bacs transfer or something?

If you do not pay the £122, the account will stay closed. And if you don't pay, it will be passed to a debt collection agency.

perhaps the ones that he metioned that meant he "Couldn't call"

Anoneemoose

glentoran99 wrote: »

perhaps the ones that he metioned that meant he "Couldn't call"

I asked because it is usually made very clear when a payment arrangement is set up that is must be adhered to. And if OP has had the network issue reported and acknowledged, then I believe it could be assumed that they had managed to contacted them somehow regarding this...but obviously not able to to make a payment?

supermum1988

Completely understand where you are coming from re arrangement being made clear. The arrangement was made clear and was stuck to. This was the last month of the arrangement before my bill went back to normal. I usually make payments via the app or online. My app wouldn't work as it requires you to switch WiFi off and use it via 3G/4G. Problematic since there was no signal. Log in online and my details don't work due to the account being closed. Cannot use 'live chat' without being logged in. All communication was via Twitter (where, just to confirm, theu cannot access account information).They don't have an email address. Not to sound harsh, but which part is it that is unclear to you?

The network issue is the fact there was no signal. Across my entire postcode. And a lot of other areas too from what I gather from their twitter page. I got in touch with them via twitter due to being unable to call. They confirmed the issues, offered me 70p a day without network compensation but cut me off in the process.

sourcrates

supermum1988 wrote: »

Completely understand where you are coming from re arrangement being made clear. The arrangement was made clear and was stuck to. This was the last month of the arrangement before my bill went back to normal. I usually make payments via the app or online. My app wouldn't work as it requires you to switch WiFi off and use it via 3G/4G. Problematic since there was no signal. Log in online and my details don't work due to the account being closed. Cannot use 'live chat' without being logged in. All communication was via Twitter (where, just to confirm, theu cannot access account information).They don't have an email address. Not to sound harsh, but which part is it that is unclear to you?

The network issue is the fact there was no signal. Across my entire postcode. And a lot of other areas too from what I gather from their twitter page. I got in touch with them via twitter due to being unable to call. They confirmed the issues, offered me 70p a day without network compensation but cut me off in the process.

Your only other option is to write to them, as I have advised above ^^^^^^ !!!