Hung up over mobile phone contract issue
Q MY partner’s son gave her a mobile phone as a present. He got it on contract from EE under his name and existing phone number. The number was then changed.
To complicate matters, he had first given it to his daughter (by a different relationship). The problem this has created is that despite subsequently getting a new handset from her son she is still not recognised as the owner even though she uses it all the time. This lack of legal ownership will cause problems if she wants to upgrade or downgrade the phone package, or choose a new phone, or get a Sim only deal.
She has been told her son needs to sort this out in person but he lives in Ireland and cannot travel here to do this.
James R
A
YOU don’t explain why the son could not go to an EE branch in Northern Ireland. He lives not far from Belfast where EE has several shops
Nevertheless, this is becoming a problem as phone owners become ill, have mobility difficulties or move abroad. EE does not insist on in-store changeovers whatever the present owner believes he was told.
Most ownership alterations can be done by the original owner over the phone. EE says there is a three-part process for this. This starts with security questions (just as in-store).
Once verified, the original account holder can give authorisation to change ownership to a new account holder. But that new account holder will then need to contact customer services and so that she or he can be credit-checked.
Either the new or the old owner will have to pay any outstanding amount on the monthly bill.
Where the account holder becomes incapacitated, EE has processes in place to help transfer responsibility. This can be arranged either by providing a Power of Attorney document or a letter signed by the account holder’s GP via post, email or in person in a store.
Other mobile providers will have the same or similar procedures.