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EE - Refuse to give PAC Code, Block Access to my A/C, want me to go to branch with ID, PLEASE HELP

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I bought a EE PAYGO simcard this week,

topped up with £10 on Monday,

 

the next day I rang EE to transfer my existing number with another provider over to EE, which they happly took.

 

Once my number was ported to EE on Tuesday,

the next day I saw a better cheaper deal with another network,

 

rang EE on Wednesday to request a PAC code to leave,

I was told to ring back today,

which I did.

 

I requested a PAC code and was asked how much I had topped up.

I told them £10 on Monday,

EE said thats not the correct information on their system

 

I explained I bought the simcard,

topped up with £10,

then the next day I ported my number over to EE.

EE said that does not match what they have on their system.

 

I logged into my online EE a/c and saw for 6 Oct/6 Nov 2 amounts of top ups in made in the a/c, which I could never have done

(as was not even with EE and only ported my number this week to EE) for over £100 each in Oct/Nov.

 

My available credit was showing as 1pence, after I had used it up to ring EE.

 

How these 2 amounts of £100 plus top ups that were done in Oct/Nov for £100 plus are showing in my a/c I have no idea.

Have EE somehow mixed up my data with another customer?

 

I rang EE spoke to a guy,

who asked how much I topped up and what card I used,

provided the information

 

he tells me, thats not what he can see on his system,

I explained I bought the card this week,

topped up £10,

 

the next day after topping up I requested a PAC code to leave,

was told to ring back after 2 days, which I did.

 

EE guy point blank refused to provide PAC code,

told me my a/c had been locked because I 'provided the wrong information',

 

at this stage I was livid,

all I was asking for was a PAC code.

 

EE guy told me to go with ID to an EE store and ask them to provide access to my EE a/c, then ring EE again to go through security.

I was cut off by the EE guy,

 

rang again, got through to another EE guy who was even more aggressive towards me.

I asked to speak to his team leader, who was the same.

 

I explained the situation,

the team leader said,

the bank statement will not show to which number the £10 top was made to,

so that was not valid,

when I said I would email it him,

after he asked to see it,

then changed his mind.

 

I requested the EE team leader listen to the call I made a day before requesting a PAC code, being asked how much I topped up (£10) and by which method,

which I correctly answered and was told to ring back the next day (which is today).

 

EE team leader said,

you need to show ID at EE store,

then ask the store to give access to your account,

then ring us and we can try to give your PAC code.

 

I was boiling at this point and refused his request,

telling him, why should I take my ID to an EE store when I've only this week, ported my number to EE, topped up £10 and now requesting simply a PAC code to leave.

 

EE team leader said he would not discuss the acc with me,

because I provided the wrong information,

 

I asked him how on earth were 2 top ups in Oct/Nov showing in my a/c for over £100 each, when I only topped up £10 this week, then ported my number the next day, then asked for a PAC code to leave EE when I found a cheaper deal.

 

Please please can anyone with experience please help me.

That number is over 10 years old and I have no intention to lose it because of a mistake by EE.

 

How on earth are 2 top ups made in Oct/Nov for over £100 each are showing in my acc, when I was not even with EE.

think they had made a big mistake somewhere and mixed my details up with some?

 

Please help,

I have been crying after the terrible aggresssive attitude of EE and they demanding I take ID to EE store, they were talking to me like I was a criminal:sad:

 

EE have refused point blank to discuss my a/c and even explain how on earth those 2 top ups for over £100 in Oct/Nov are showing in my a/c,

 

they talked to me like I was a criminal,

all I called for was a PAC code,

I provided correct information.

 

Could an EE employee I could have spoken to have done this to my acc, to make it look dodgy somehow? Because I asked to leave the same week?

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Would it not be simpler to go into an EE store with ID?

Up to you, you can choose which battles are worth fighting for sake of principle, and which you decide to “let go” because there is something else more important (like not losing a ‘precious’ number).

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could be they have recycled the number and are digging out the old customer data in error and that is why they keep telling you they have somethng different on their screen. Now, they arent going to show or tell you about someone else's data so they are being cagey to avoid getting into trouble with the ICO over this. I know it doesnt help you port your number but a simple letter of complaint to the CEO of EE and a request to be put back to where you started (ie get your tenner back and they can keep their SIM) and then forget it regardless of how annoying and time consuming it has been to you. You wont really get any further unless you can show a loss caused by their actions.

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a request to be put back to where you started (ie get your tenner back and they can keep their SIM) and then forget it regardless of how annoying and time consuming it has been to you. You wont really get any further unless you can show a loss caused by their actions.

 

If “they get their SIM back” : risks the OP losing the number as it won’t be a “standard porting”.

Do you really want the added risk of non-standard procedure?.

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