topic Re: Leaving EE in Mobile Broadband

Leaving EE

kabbman — Mon, 22 Jul 2024 14:09:36 GMT

Hi just checking. I left EE on the 7th July and not received an email stating what the balance was or even an email saying "goodbye" hope to see you soon. Prior to that I was getting plenty of emails in my inbox constantly trying to sell my hardware or services. I was going to go back to ee because whilst the service worked flawlessly, they do charge a premium. Has anyone else had the same or similar experience.

Re: Leaving EE

Katie_B — Mon, 22 Jul 2024 15:45:54 GMT

Hi @kabbman.

Thanks for coming here.

How did you place your cancellation notice?

You should receive a final bill.

Katie

Re: Leaving EE

kabbman — Wed, 24 Jul 2024 07:21:52 GMT

Thank you, Kate. It seems that no one can cancel without being interviewed by first running through the dreaded retention department, which tries every possible deal to keep departing customers.

You mentioned that something "should" happen, but nothing has been received yet. I believe my broadband issues and account have been mixed up with my SIM cancellation. The situation isn't complicated; I think the merger between EE and BT and its various billing systems, followed by billing platforms of the two companies has massive integration issues, this operational problems. Then you have directors who don’t know what the issues are but they will only hang around for a few years then get another gig or here direct reports like the power and have meetings about meetings.

Customer service can't see everything (partly due to GDPR), and management is attempting to address the issue, but it's just too big. Developers write code, then leave or are bad programmers and make the situation worse overall leading to a major operational and systems nightmare. As a result, the heads of customer services bear the brunt of complaints. The business then relies on the hope that customer churn remains low compared to the number of new customers signing on. That’s it so fully expect this series to continue for a while yet.

Re: Leaving EE

James_B — Wed, 24 Jul 2024 07:27:24 GMT

Hi @kabbman,

I'd expect your final bill to arrive within 7 days of your account being closed.

Is your EE SIM still active?

When did you give your 30 days notice of cancellation?

James

Re: Leaving EE

kabbman — Wed, 24 Jul 2024 08:38:39 GMT

Not sure now I left it in France by mistake at my house. I distinctly
remember the person who discussed it with me and why I was cancelling said
the 7th July was my last day. So just assuming that is my final day. Just a
bit scared because I know how quickly an automated process will say I
haven't paid, then start sending information to the credit rating agencies,
then outsource the debt to a third party and to collect the revenue and
thus affect my credit score. Its just an automated procedure written into
the billing engine.

Re: Leaving EE

James_B — Wed, 24 Jul 2024 08:50:10 GMT

Hi @kabbman,

Our Customer Care Team will be happy to double check your contract end date if you get in touch.

James