EE causing nightmare - help please

flossy_splodge

I have been with Orange for many many years.
I have now decided as the service and signal strength with EE is SO bad I wish to leave.
In about November I phoned up and asked for (and got) my PAC number.
I became ill -I am an OAP so it goes with the territory- and was not able to complete the process hence the PAC code lapsed.
Now I am recovered I am again wanting to get my PAC number from EE. HOWEVER, major problem. It seems that since the end of last year and now, they have firstly 'lost' knowledge of my password on my account and secondly require me to divulge half of the digits of my bank account in order to pass their arbitrary security.
When I declined and said please ask me anything else but I am not giving you ANY part of my dank details they became intransigent and said there is no other option but to find someone to transport me a 30 mile round trip to the nearest EE shop and take photo ID.
Really?
Is this really EE's idea of customer service?
I have always had a password on my account so if it is no longer in place then that is down to EE not me.
And for how long now have we been told to NEVER divulge ANY bank details at all.
As a matter of principle it is utterly ridiculous for them to require sharing of bank details to random person on the end of a phone.
When I asked to be escalated to the Directors department they refused point blank.
I wish I could say I was shocked at their inability to understand why I will not give out even partial bank details but worse that they are so intransigent as to be unwilling to substitute an alternative question.
Where to from here?
I shall certainly be writing to the national press because you cannot expect to blame the customer for not keeping their banking information secure and then expect an ordinary company like EE to get to flout this advice. It's wrong. Just plain wrong.
So I am wondering if anyone has a direct line number for someone higher up the tree who may just be able to apply some commonsense and empathy?>
Thanks for reading.:mad:

dealer_wins

Give them the 3 digits of your bank account would be my advice, they already have the whole sort code and account number anyway lol. Youll make yourself ill (Or iller) stressing about this!!

Comms69

flossy_splodge wrote: »

I have been with Orange for many many years.
I have now decided as the service and signal strength with EE is SO bad I wish to leave.
In about November I phoned up and asked for (and got) my PAC number.
I became ill -I am an OAP so it goes with the territory- and was not able to complete the process hence the PAC code lapsed.
Now I am recovered I am again wanting to get my PAC number from EE. HOWEVER, major problem. It seems that since the end of last year and now, they have firstly 'lost' knowledge of my password on my account and secondly require me to divulge half of the digits of my bank account in order to pass their arbitrary security.
When I declined and said please ask me anything else but I am not giving you ANY part of my dank details they became intransigent and said there is no other option but to find someone to transport me a 30 mile round trip to the nearest EE shop and take photo ID.
Really?
Is this really EE's idea of customer service?
I have always had a password on my account so if it is no longer in place then that is down to EE not me.
And for how long now have we been told to NEVER divulge ANY bank details at all.
As a matter of principle it is utterly ridiculous for them to require sharing of bank details to random person on the end of a phone.
When I asked to be escalated to the Directors department they refused point blank.
I wish I could say I was shocked at their inability to understand why I will not give out even partial bank details but worse that they are so intransigent as to be unwilling to substitute an alternative question.
Where to from here?
I shall certainly be writing to the national press because you cannot expect to blame the customer for not keeping their banking information secure and then expect an ordinary company like EE to get to flout this advice. It's wrong. Just plain wrong.
So I am wondering if anyone has a direct line number for someone higher up the tree who may just be able to apply some commonsense and empathy?>
Thanks for reading.:mad:

Sorry but you're totally in the wrong here.

DCFC79

Your told not to divulge bank details to anyone who rings you up out of the blue. Ive had to tell a member of staff at EE some numbers of my account to pass security and all was ok.

As long as you have rung the correct number for EE then whats wrong.

Re your password, sounds like an error has happened, its unfortunate yes but not worth the hassle.

flossy_splodge

Comms69 wrote: »

Sorry but you're totally in the wrong here.

Matter of opinion and whilst I realise many folk let things 'go', I am not prepared to do so.
The underlying principle is just plain wrong.
There are many many other questions they could ask.
So thanks for offering your 'opinion' as an absolute statement but I'm afraid I disagree.

Comms69

flossy_splodge wrote: »

Matter of opinion and whilst I realise many folk let things 'go', I am not prepared to do so.
The underlying principle is just plain wrong.
There are many many other questions they could ask.
So thanks for offering your 'opinion' as an absolute statement but I'm afraid I disagree.

You can disagree all you like. I work with the media, this is a total non-story.


You are asked to clear security before they will discuss your account. They have no option on this. It's the law. Your opinion on it is irrelevant.


They can ask other questions, the system has highlighted this one - probably because YOU have already asked for this once - hence an extra layer of questions.

BorisThomson

You're making a huge fuss over nothing. It is you that is causing your so called nightmare.

Give them the four digits.
Get your PAC code.
Get on with your life.

indesisiv

I don't really get the issue here, correct me if I am wrong but...
You have rung them; so they are asking you to confirm who you are by asking security questions which you will know from data that they already have about you.
If they had rung you then I would say def not answer the question, but a couple of digits from your bank number is not really a big deal. Now if they were asking a full account number then maybe there would be an issue.
I am guessing something happened with the password, maybe they have changed the rules on passwords so that yours doesn't now meet security criteria or you have got it wrong before or its just messed up who knows.

You'd be more upset if they didn't ask the security questions and someone ordered a brand new phone to a new address they just set up!!

mobilejunkie

It's a case of the frighteners from the media and a person who neither listens to nor understands what is actually relevent. Everyone has replied accordingly but then they will reject and/or criticise everything which shows no sympathy to their mistaken approach. Not too uncommon on here and it is similarly likely this thread will be pages long before they give up on that.

stragglebod

@flossy_splodge - they already have your complete bank account number! You're not giving them any more information than they already have anway.

They're asking so they can cross reference what you say against the full number they already hold.

If you've ever written a cheque or paid something with a debit card, you've given out way way more information than you're being asked for here.

Stop stressing about this.

Ms_Chocaholic

Your bank account number is on any cheque you've ever written and numerous people will have seen this so it's not a secret number that only you know

EE have your bank account no, all they're asking is you to give a few digits, not the whole account number

You rang them, it's not some spammer ringing you

Lighten up, give them a call back with the account number, on a number that you know is EE

Why did you ask a question here if you weren't willing to agree with the answers