topic Re: Abusive ee escalation team in EE Community info & News

Abusive ee escalation team

Kevinhome — Sat, 09 Aug 2025 09:53:58 GMT

I've just spent the last few days being abused and railed and threatened by ee call centre staff, it started with trying to get my complaint delt with in a professional manner .

They have promised to call me back 6 times 4 of them by managers from technical to every day customer services, and nothing , now after 6 hrs on the phone I eventually got through to first level escalation team who did nothing but abuse me and talk over me telling me what's not happening, I'm a recent stroke survivor of just 8 days ago I had a heart attack a few days later and had to have an emergency operation, just released from hospital and trying to sort out my affairs incase the worst happens and the ee call centre advisor and manager named Leanne ( who was the last one I was able to speak to after holding for 1hr and 30 mins said regardless of your injuries and kept being abusive to the point my family could hear her and begged her to stop , has anyone else had similar incidences I've been a customer if ee in all its forms for over 25 yes and never had anything like this , in fact I've never been so abused by any company like this

Re: Abusive ee escalation team

Leanne_T — Sat, 09 Aug 2025 11:03:32 GMT

Hi @Kevinhome

I am very sorry to read about your recent experience and I would really like to help you get this looked into.

To do this, I have sent you a private message on the community to get some details from you.

Please take a look and get back to me when you get the chance.

Leanne.

Re: Abusive ee escalation team

Kevinhome — Sat, 09 Aug 2025 10:39:55 GMT

Hi Leanne, are you the same call handler I spoke with ? I honestly am not well enough to have you do that to me again.

Re: Abusive ee escalation team

Leanne_T — Sat, 09 Aug 2025 10:45:00 GMT

Hi @Kevinhome

No, I am part of the community support team and not the same Leanne you spoke to on the phone.

We have no account access on the community and would be passing the details to our executive support guides to get in touch.

Leanne.

Re: Abusive ee escalation team

Kevinhome — Sat, 09 Aug 2025 10:46:16 GMT

I don't know what to do for the best I feel drained abused by a company I trusted, if you think it would really help then please , what do you need from me.

Re: Abusive ee escalation team

Leanne_T — Sat, 09 Aug 2025 10:50:53 GMT

I have replied to your private message, thanks for sending this over @Kevinhome

Leanne.

Re: Abusive ee escalation team

Kevinhome — Sat, 09 Aug 2025 11:03:56 GMT

I'm going to post the transcript or recording of my last interactions with ee , I hope listening to how ee really act when you have issues, will help people make an informed decision,, on this occasion they put you on hold for hrs them pass you from one dept to another then say they have called you back when they do one ring and drop I had this from the call centre team manager called issac,he did it just to say he called me when is enough enough please listen.

Re: Abusive ee escalation team

Kevinhome — Sun, 10 Aug 2025 06:29:02 GMT

To update everyone.

Ee community team have been in touch and I will speak with them,this week,then yesterday I received an email from the manager who was abusive on the 8 th threatening my services with ee if this happens again , the same manager who refused to listen to the other calls with other team leaders because they didn't matter the same manager who I begged and begged and begged to just stop just for one second to the point it made me feel so I'll and she didn't stop not for one second.

Over 25 yrs with ee ,25 yrs and never any single incident like this.

How is this possible?

Re: Abusive ee escalation team

Kevinhome — Wed, 13 Aug 2025 05:50:47 GMT

Update!

Yesterday I received a call from the executive team , I expected the call to offer a resolution and to take ownership of the issues that ee customers service have,, but no , in the 25 year plus I've been with ee I've never had or had to listen to a more unprofessional, unwilling rendition of what customer service isnt, the current version of the customer service dept must be some of the worst in the uk .

But I feel that because I'm the one dissatisfied by the utterly abhorrent behaviour of two possibly 3 managers at ee ,I'm going to put the recorded calls up here for all to hear , let the public decide which company the put there services and hard earned money with.

I'll retract all personal details as I've been warned by ee,

Don't know if Claire Gilles sees or hears this but I've never heard anything like this by any customer service dept and I've worked all round the world.

Please excuse the frustration in my voice by this time I've had to speak to 14 people been on calls or on hold for in excess of 6 hrs just come out of hospital.

If ee do this to me, with over 25 years of loyalty what do you think happens to you when you sign up tomorrow.

Re: Abusive ee escalation team

Someone07 — Sat, 25 Apr 2026 17:23:12 GMT

I don't why I am so stupid as to go into an EE store once again. I too have been an EE customer since it was Orange but have never had a successful purchase of a phone from one of their shops. Unfortunately I have forgotten the previoud incident when I bought a faulty phone and it was less than 30 days since the purchase. EE staff refused to replace or refund my money until I had to take it further with a complaint. Previously in the St Albans store I had just wanted to purchase a new phone when they made we wait for ages and then tried to upsell my broadband and phone contract despitee informing them repeatedly that all I wanted was a phone to take on holiday the following week. I went into a Vodafone shop and purchase d a phone and took a pay as you go with them.

Now today I was in St Albans and having forgotten the awful lack of service and terrible treatment I had previously experienced I went in. Big mistake. There were two people sitting at a table with a member of staff. I preseumed that ther were no other staff available but was completely ignored for the 15 minutes or so I was browsing. Now I knew which phone I wanted to purchase and one was on display. I just wanted to purchase the phone. I was about to give up waiting as I had not been acknowledged - just a simple 'I'll be with you in about....." or "I'll get someone to help you, when I walked over to the over side of the store towards the back and there I saw a young woman looking at her phone whilst lounging on a sofa. I wasn't certain whether she was staff as I couldn't make out the logo on her black teeshirt, so I asked her. When she said she was I pointed out that I had been waiting in the store for some time but she had completely ignored me. Her reply was, "Did you what some help." Well as far as I am aware EE stores have not become self-service supermarket with the self-service checkout, so yes of course I needed help or at least some suggestion that someone was there to assist.

Things got worse as a man I can only describe as....... won't put it down in writing..... who was the only customer in the store as it turns out I am not a customer........ then joined in and told me that I was rude and that it was his place to tell me that I owed the woman an apology! Despite requesting that he mind his own business and not get involved, he continued with his verbal abuse. As if that wasn't bad enough when I said I wasn't going to bother and went to leave, the youngn woman can over to me and said, "He's right. You owe me an apology." I left the store and the nice touch was that as I reached the door a young man came out of the back and then they all had a jolly good laugh together.

Needless to say I shall be purchasing my phone else and a new package elsewhere, probably in the Vodafone Store that I passed following this horrible experience in the EE store. They were lovely to me and enough though they didn't have the phone I wanted, did a search, found a local store and offered for me to return to set up the new phone, port over my number and we would then set up a phone/data package. Shame on you EE. This is from an older female customer who felt bullied and insulted. This would never have happened to a fit man and probably the abusive customer with whom the EE woman joined in a verbal assault on me might not be so fortunate when he tries in on with a fit young man. I might as well have fallen through a wormhole into another universe where there is no such thing as customer service and they couldn't care less and then abuse you.

Re: Abusive ee escalation team

Chris_B — Sat, 25 Apr 2026 18:31:28 GMT

@Someone07 “Well as far as I am aware EE stores have not become self-service supermarket with the self-service checkout, so yes of course I needed help or at least some suggestion that someone was there to assist.”. Not the best way to respond to a question of do you want help. Yes the sales person should have helped as soon as you waked in.

And you get 12 days from purchase to report about a faulty device for an exchange of device. After this the device is sent off to be looked at. You don’t get a cooling off period with store sales so a refund isn’t possible. The faulty device is fixed under warranty and only if that fault can’t be repaired will a replacement device be issued.

It also seems you’re blaming EE because some other customer pointed out you were rude with your response to the sales person.

my take of this is both the store sales person and the other customer and yourself where equally as bad as each other. And this is just your side of this saga that gets me to that conclusion.