Phone contract taken out in my name (not by me) and not being paid

My boyfriend's mother recently applied for a loan and was told that it could not be completed due to the fact that she has 2 mobile phone contracts taken out in her name that aren't being paid. She only has a pay-as-you-go SIM with EE and she has never taken out a phone contract. She was informed that one of the contracts was taken out in January 2017, but we have no other information and no phone providers to contact. These phone contracts are affecting her ability to receive this loan that she needs, so any information about what to do would be greatly appreciated. All I have done so far is a little internet research as we are unsure where to start.
Asked Apr 18, 2017

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