topic Re: Why won't EE complaints listen in Pay as you go

Why won't EE complaints listen

gareth103 — Fri, 23 Feb 2024 12:17:18 GMT

I just want my PAC code, they won't give me it by text for some reason beyond logic. So I put in a complaint, and in the complain explain due to my disabilities I can't do a phone call, but they keep trying to ring, so I put in another complaint again explaining everything once again, yet they keep doing the same thing.

Does EE not have any way to deal with customers with disabilities like mine which makes us unable to do phone calls, or do the staff just not care?

Also why do they make it so hard to get a PAC code, it's meant to be as easy as a text according to Ofcom's site.

Re: Why won't EE complaints listen

gareth103 — Fri, 23 Feb 2024 12:41:00 GMT

And it has just happened a 4th time, I'm sick of it, how many time do I have to explain to EE, that I just want my PAC and I can't do a phone call, yet they keep ringing.

Re: Why won't EE complaints listen

bristolian — Fri, 23 Feb 2024 12:49:35 GMT

Have you been given a reason why a PAC can't be issued? What happens when you send the text command?

Re: Why won't EE complaints listen

gareth103 — Fri, 23 Feb 2024 12:52:10 GMT

Just says "due to account status" they can't process it, tried their online page but that has been down for days.

Re: Why won't EE complaints listen

XRaySpeX — Fri, 23 Feb 2024 14:54:37 GMT

The reason you can't get a PAC by text is that you have more than 1 no. under the same EE a/c.

Re: Why won't EE complaints listen

Leanne_T — Fri, 23 Feb 2024 15:21:20 GMT

Hi @gareth103

I am very sorry to hear this.

Do you have a pay as you go or pay monthly account?

Did you ask for the complaints team to contact you via email?

Leanne.