Mum's partner can no longer use a mobile phone. He has however been paying EE over £40 a month since 2006. EE initially couldn't trace any account in his name despite giving them bank details etc, but then did find it when I said OK, give us the money back then .... They've ignored all requests for documentation so far, have known for 4 months that alleged account holder has a Power of Attorney in place, but have apparently set the debt collectors on him anyway. He's not received any correspondence from EE or the debt collector. EE have provided some numbers associated with the account, none of which match his last number, which he would have last used at least 3 years ago. He does still have the phone and it has a Sim card in it, but heaven only knows where the charger is. One of the numbers EE provided apparently has recent regular usage, data as well as calls and texts. I can just about believe he might have, accidentally or otherwise, made a call, but sent a text or used data? No chance. Other than repeating the request for documentation, any other suggestions?

Hello folks, I tried taking out a mobile phone contract with EE in 2016. I was declined and, on contacting EE, was told there were three T-Mobile accounts in my name from 1999-2002 (approx) with an outstanding debt of around £450 in total. I finally got round to sending an SAR letter last month and received a reply today. EE have sent me a couple of pages of account notes but no mention of the outstanding amount(s). Firstly: based on this, I'm pretty certain that EE have sent me incomplete data - however, without knowing how their systems work, I don't know _what_ data they must hold on me, but at the very least, somewhere, there must be a total amount owed. Secondly: the notes say that I disputed that the accounts were mine (which I did), and EE decided that it wasn't fraud because the accounts were opened using my name, address and date of birth. I genuinely don't remember opening these accounts. How can EE be so certain that I opened these accounts simply by checking that my name, address and date of birth match? I just want these accounts removed from my record so I can, should I still want to, take out a new phone contract with EE. Is there anything I can do here, or do I just need to accept defeat and find a different mobile phone company? Thanks in advance Alex

I’ve never needed a mobile phone except when travelling up north to see my mum who’s in a care home. Just before Christmas 2014 I got a mobile phone from EE so I could stay in touch with work, etc., while visiting my mum. When I set it up it was clear that it didn’t work. I tried all sorts of things and it still wouldn’t work. But I forgot about it for a few days. When I got back after Christmas I decided to phone EE and tell them that it didn’t work. The problem was that they said I didn’t pass the security questions; as a result I could not speak to anyone. Couldn’t report that my mobile didn’t work! The weeks went on and I made other calls to EE, but was told each time that I had failed the security questions. Meanwhile, of course, I was paying for this non-working phone every month by direct debit (or standing order, I forget which). This went on for month after month, and still I was paying for a service which didn’t work with no way of getting the issue resolved. It was such a small matter (as I never need to use my mobile except at Christmas when I am away with family) it was out of my mind for 99% of the time. Eventually I reasoned that I was going to be paying for this broken thing for years – and they were never going to listen to me because they would always say that I had failed the security questions. I took the only option which was then open to me. I cancelled the monthly payment to EE. Now things actually made sense, and at last I was not paying regularly for something that had never worked. At this point let me be clear about something. I could install apps on the phone and I could use it for playing solitaire and other stuff like that. But I could not do what you are expected to be able to do with a phone, i.e. communicate. EE themselves will be aware, as they would have access to such data, that: Number of phone call I made while in that contract = 0 Number of phone calls I received while in that contract = 0 Number of text messages I sent while in that contract = 0 Number of text messages I received while in that contract = 0 That is the level of service I was getting from my EE mobile phone. In the meantime I had paid over £650 for this nonsense. I phoned EE again. again I was told that I had not passed the security questions. But by this time I was aware that the operator at the other end was reading a large amount of text which had been written on my account, EE was obviously well aware of the issue. Also EE would have been aware of the 0 calls and 0 SMS aspect of my strange account. It’s just that they obviously didn’t give a monkey’s. I asked how I could resolve this. How could I prove my identity? I was told to go to my local EE store with some ID and I would be given a password which I could use in subsequent phone calls to the help centre. I did. I phoned EE with my new password and asked for my money back. I was put on hold for several minutes and then told that the account had been passed to the Collections department as it was in arrears (of course they would have been flagged as in arrears: the only way to stop being mugged every month was to cancel the monthly debit!). (Oh yes, and to add insult to injury, because of the misperception that I was in the wrong EE was allowed to put a black mark against my credit rating. I also had debt collectors writing to me. But I was able to explain to the debt collections agency what had happened and they just dropped the case against me immediately- no excuse with security questions there: I just TALKED to them and they LISTENED! It's what people do.) The person I spoke to in the Collections department acted exactly as Collections people behave and said that I could not have my money back. When I explained that consumer law was on my side he said that I had “failed data protection laws”. I reminded him that data protection laws were there to protect consumers, not corporations who sought to rip consumers off as EE was obviously very keen to do to me. I also said that I wanted EE to delete the black mark that they had put against my credit rating. Characteristically he said that he couldn’t do that either, again, because I had “failed data protection laws”. EE is yet another company who uses data protection laws to their own advantage; to clobber consumers with them! I wonder if anyone else has been treated in this way by EE or another supplier. I’m also wondering how to get my money back – and to clear up my credit rating – from such a bunch of intractable people.

Hello I took out a two year contract with EE, in September 2016, on their 4GEE Max Plan, for £45.99 per month. That plan was £5 per month more than the one below it, as it allowed you to use your call and data allowance whilst in the EU. Awesome! Except that when I took out the contract, I was unaware that everyone would be getting EU roaming within their price plans on the 15th June 2017! Called EE and basically it's hard cheese. The only thing they will do is move me to one of their new 4GEE Max Plans and have allowance calls in USA, Mexico, Australia and New Zealand for an additional £2 per month. Personally, I think it's a bit rough. In my eyes the contract has changed significantly and I'm not getting everything I was paying for. What does everyone else think?

Hello everyone - I'm looking for some recommendations following a problem with an EE contract and phone. This is the current situation: My partner has a monthly contract with EE. Her phone stopped working so she took it in for repair under warranty. When it came back it was reported to be unrepairable due to water damage, even though it has been nowhere near water. She asked if she could buy a replacement phone to use with the existing monthly contract and was told by the guy in the EE shop that there was no way to do this because EE only sold phones for PAYG purposes not for monthly contracts. She was advised that the only way to solve the problem was to take out a second monthly contract to run concurrently with the first one, and let the first contract run out in due course. The second contract would come with a new phone. She felt pressured into doing this because she needed a working phone that day. My questions: Is it really not possible to buy a replacement phone from EE for a monthly contract? To be clear, she wasn't expecting a freebie and was willing to pay for the new phone. Even if for some reason it isn't possible to buy a replacement phone for a monthly contract, surely she could buy a PAYG phone from them and just transfer the 'monthly' SIM card? Is it usual practice for EE staff to advise customers to take out concurrent contracts? Isn't this mis-selling? Can we cancel the contract under the terms of the cooling off period? Thanks in advance

So EE are putting prices up AGAIN this year (September) and because they are not changing the monthly fee they are telling me there is nothing i can do about it! I use Picture messaging quite a bit as certain friends refuse to use other apps, so this will increase my bills a bit. There are increasing prices for 'out of bundle' charges, so call charges when minutes end,mms etc etc Are they correct, is their really nothing i can do?

Last year, I had come to the end of my contract with EE mobile and because I believed I had been paying in advance I requested a final itemised statement of how the final bill was worked out but all I was getting was the final amount with no other explanation, the account was passed to a DCA and then passed backed to EE after which confirmation that the account was closed and they was not chasing the alleged debt. I had since found out that EE have placed the account in default on my credit file, how can I get this removed ?..

Hi I have just noticed the EE have has placed a default on my credit report for £450 and it has been on there for two years before I noticed. I called the and they admitted that it should not have happened and will remove it within 48 hours. This is all well and good but I have not been able to get loans or credit cards in this time is there any way off getting compensation for there mistake? any help would be gratefully appreciated. Kind Regards SD