Unreasonable 'Security' questions from EE

BumbleB10

Today I called EE call centre to cancel my contract.
I completley understand the need to check my ID, and the first question was reasonable.
Then I was asked to state which store I got my last upgrade from. What has this got to do with establishing my ID? The question related to an event 2 yrs ago. As I did not give the correct answer the call handler informs me that I now have to go to an EE store with proof of my ID.
When I have checked my details at home I found a transcript of my chat from 2 years ago when I wanted to have a new contract (as opposed to cancelling a contract), funnily enough I was asked much more sensible security questions. I also was able to determine that I ordered my phone on line, but DID visit the store given as my answer to have the data transferred from my old phone to the new one. So my recollection as not entirely incorrect!!!!

I was told that I could not raise a complaint either - until I have proved my ID!!!!! This is rubbish as I have done so via the website login.

I also went to Sheffield EE store on Wednesday - yesterday to cancel my contract and was told that they could not do this and that I would have to call, apparently they should have contacted the call centre from the store.

Some might think that this is deliberate obstruction in my intention to leave, by asking irrelevant, random questions not related to my personal details at all and failing to help in the Sheffield store

Has anyone had similar experiences????

pmduk

Belinda_Fox wrote: »

I also went to Sheffield EE store on Wednesday - yesterday to cancel my contract and was told that they could not do this and that I would have to call, apparently they should have contacted the call centre from the store.

If you had taken photo ID to the store this should not have happened, did you? I assume there is a security lock on your account having earlier failed security on the phone.

eddddy

This may be because mobile phone companies are ramping up their security, because fraudsters have started trying to take over people's mobile phone numbers.

It's because some banks send text messages (or automated calls) to you mobile number as part of two-stage security verification.

So if a fraudster finds out your online banking password, and then takes over your mobile phone number - they can get into your online banking.

Some info here: https://www.actionfraud.police.uk/news/fraudsters-are-emptying-bank-accounts-by-diverting-calls-and-text-messages-apr17

Jon_01

eddddy wrote: »

This may be because mobile phone companies are ramping up their security, because fraudsters have started trying to take over people's mobile phone numbers.

This has been happening for years, it's nothing new.

There are also people who will call and try to close someone account 'as a joke'! No, really.
That's the reason why all the security questions.
If the agent doesn't think they are talking to the account hold then the process is as the OP found, that also why they can't start a complaint. If the network doesn't know it's talking to the real account holder, what's the point of starting a complaint?

pmduk

With the tougher penalties now in place under GDPR, you can expect security and questions to get tougher.

simax

EE will not ask for things like date of birth and postcode these days as that information can be stolen by fraudsters.

Fraudsters will not know if you took your phone abroad in the last 60 days, or where you took your last contract out, or what date your bill is paid for example..... that is why they ask questions relating to your account, not you.

DCFC79

I cancelled my EE contract back in March with no issues at all, why are you cancelling and not porting the number to another network ?.

pmduk

The OP has obviously had her vent and isn't interested in others' opinions or experiences.