Account disabled

[#1]

Account disabled  – please help

I changed my mobile phone plan with you and now it would appear that there is a mistake with my account and billing. I did not receive any contact from you to advise of any issue, however my account and mobile contract is disabled, I am without data and the ability to make or receive calls.

I called your contact centre who explained about the issue with the billing, I appeared to have two accounts created, and confirmed that I needed to pay a balance of £24. I paid this immediately and was told I would be reconnected within 24 hours. I was not reconnected within 24 hours and I called the contact centre again and was advised that my account had been passed to a debt collector and I needed to pay the fees for this but haven't received any details regarding this. 

I have not received any correspondence in relation to any of these issues and my account balance is paid and up to date. Can I request someone look into this issue for me to remove the debt collection charges and reinstate my account please.  

[#2]

Hi there,

I'm sorry to see you're having issues with your mobile service.

Could you send me a PM with the below details so I can investigate further?

• Your mobile number
• Your full name (and confirm you're the account holder if that's you)
• Your full address

Thanks,

Anoush

[#3]

Thank you for your reply, i emailed you my details directly however i still haven't had an update. I am without the ability to make calls or access to data. 

Can someone contact me to advise what is happening with my account?

thank you. 

[#4]

@Keepercoach,

I can't see that @Gandalf has received a PM with the information If you've emailed the standard support@ email or mobile-help@ email then we don't have access to this mailbox so we'll be unable to access your email. Can you resend the information requested above in a private message. Thanks.

[#5]

Thank you for your reply. I had emailed and not PM.
I have sent the details through now.

[#6]

Thanks for getting back to us @Keepercoach

I'll message you back shortly.

[#7]

Hello @Gandalf , is there any update on my account please? 

thank you 

[#8]

Hi @Keepercoach

Yup, I messaged you last night at 7:02 PM. Once you've private messaged me back with the requested information, this will pass our data protection process and allow me to investigate further.