EE has given my pay-as-you-go number to someone else
Mobile phone Giant EE has given one of their pay as you go customer number to another contract customer by mistake
I have had the same pay-as-you-go number for more than 16 years; my son has been using it for the past decade. Recently he unexpectedly received a new sim activation pin. Later that day he found he could no longer make or receive calls.
When a friend rang his number, a stranger answered it. I called EE immediately and was told that our number had erroneously been given to another customer on a monthly contract. I was promised that it would be returned within 72 hours, which indeed it was. Immediately afterwards, my son was called by EE and told that his phone number was a contract number and would be taken away. Whenever I ring I am passed from pillar to post and given promises that are never fulfilled. NC, Milton Keynes, Bedfordshire
EE blames human error. A spokesperson says: “We’re ensuring that the staff member involved is receiving more training … We’ve apologised to both customers for the inconvenience caused and have restored the number, and offered a gesture of goodwill.” The goodwill is £29 worth of credit on your son’s pay-as-you-go account and a refund of the £15 credit he had on his sim when the phone stopped working. However, your son had to buy a new phone while his was out of action and you say each member of staff you spoke to gave you a different reason for the confusion, including fraud and bribery. EE’s efforts to rectify the mistake were dismal and you might still be waiting if you had not invoked the media.
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