topic Re: Awful customer swrvice in EE app and website

Awful customer swrvice

Michelle310870 — Sun, 07 Sep 2025 21:45:10 GMT

I’m disgusted by EE - been with Bt for 15 years for Wi-Fi package and 2 mobile phones - on switch over 2 years ago a SIM card wasn’t working for my husbands phone so I informed BTwho said just keep using the phone on BT and that they would cancel the sim that wasn’t working. L9ng story short recently found out I’ve been paying for 3 sims as this dodgy switch over sim has been charged to us for 2 years.

EE know it’s a mistake on their part on switch over they know we’ve not used it but wont refund so it’s gone to deadlock and will have to go to Ombudsman. I will do this of course but I want out from this vile company now - been loyal for 15 yrs and that’s how I’m treated

Re: Awful customer swrvice

Rach_H — Mon, 08 Sep 2025 10:14:13 GMT

Hi Michelle,

Welcome to the Community!

We strive to give our customers the very best service, so I'm sorry to hear you've been left feeling this way. Now your complaint has been passed to the Ombudsman we will need to wait for them to make a judgement, and then we will be able to move forward with a final resolution.

Rach

Re: Awful customer swrvice

Michelle310870 — Tue, 09 Sep 2025 07:49:53 GMT

You are giving me a robotic response - I can move my phone and internet package to a company who care about loyal customers and I will - because you have not helped at all!
You lose nearly £900 a year b3cuase you won’t pay back what I never used due to your errors.

disgusting!!!!

Re: Awful customer swrvice

Michelle310870 — Tue, 09 Sep 2025 07:52:09 GMT

P.s your answer was not the solution at all

Re: Awful customer swrvice

XRaySpeX — Tue, 09 Sep 2025 08:49:35 GMT

It was your decision to put this matter into the hands of the Ombudsman & so EE can do no more until a judgement is made.

Re: Awful customer swrvice

Michelle310870 — Tue, 09 Sep 2025 08:55:01 GMT

Dear robot

you get no thumbs up!!
it was not my decision at all -you won’t pay me monies that was taken by your error.

i will expose it big time after ombudsman. Is there anyone there with a conscience?

Re: Awful customer swrvice

Rach_H — Tue, 09 Sep 2025 10:52:40 GMT

I do appreciate your frustration @Michelle310870 but we do not have account access here on the Community, and if we did we would not be able to help with your complaint once a deadlock letter has been issued.

Rach