topic Re: Complaints in TV

Complaints

TraceyHayes — Fri, 04 Oct 2024 14:00:31 GMT

Does anybody know the complaints email address I'm having so many issues with ee staffs lies and service it's unbelievable, they've cancelled my bb and tv install so I raised a complaint about it but because I'm refusing to put in a new order for it again they've closed my complaint as the products won't be on their system. I need to get written info of all our conversations for the past 2 months so I can go to FCA and watchdog.

Re: Complaints

Northerner — Fri, 04 Oct 2024 14:04:25 GMT

Hi @TraceyHayes

Please read here:

https://ee.co.uk/help/contact-ee/complaint

Thanks

Re: Complaints

Linzi_H — Fri, 04 Oct 2024 15:19:36 GMT

Hi @TraceyHayes

Following on from @Northerner's advice, please follow the link and use the complaints web form.

Our current response time is 7 days, and we will contact you back directly to work on a resolution.

I'm really disappointed to hear that things have gotten to this stage, but I'm very confident our team will be able to help.

Thanks so much,

Linzi

Re: Complaints

Dave2828 — Thu, 10 Oct 2024 21:29:30 GMT

This company will cheat you in to contacts ect they rob you and you will on get what’s right when you ask for recordings had a big problem with them for about 2 months now and as soon as I was told I could leave and go where ever I wanted I did went with virgin saving about £14 and now I have peace of mind I had to take out the stuff they put in but worth it all day long I’m done here now and will never return they don’t know what they are doing all the way down the line if you stay good luck to you I’m out bye

Re: Complaints

Chris_S — Fri, 11 Oct 2024 07:41:31 GMT

Hi @Dave2828 I'm sorry to hear about your experience with us before you left, I really appreciate you taking the time to let us know about your experience.

If you'd like us to look into this further, you can fill in a webform which you can find here: Complaint form

If you'd prefer to speak with a guide, you'd just need to call 07953 966 150 from any phone.

Chris S

Re: Complaints

Mac-43 — Mon, 28 Oct 2024 01:07:06 GMT

Hi Tracey, I'm not sure how far you have got so far, but I've had appaling problems with EE also. I've not yet been back with them for a month, but have also been lied to and/or ignored completely . I won't bore you with the catalogue of diastrous service I've received, but I also want to make it known what is happening....or not...within EE these days. I hope this reaches you. Mac Fletcher

Re: Complaints

Kymsoft — Sat, 02 Nov 2024 19:15:48 GMT

Hi Tracey

The key word Lies has just caught my attention! I have a relatively small issue with EE but I am so frustrated by their lies! Who owns who here? Does BT own EE or visa versa? Having been a customer of BT for many years I was totally happy and content - now, these illiterate and dishonest people masquerading as a ‘communications company’ really are taking the proverbial. Lies, lies,lies! Can’t blame the individuals I guess but you sure can blame the training and the culture of EE.

Greg

(Number withheld because EE wont send me a replacement SIM 🧐)

Re: Complaints

Ali_A — Sun, 03 Nov 2024 09:29:24 GMT

Hi @Kymsoft

Sorry to hear you're unhappy with an experience you have had.

You can Order a replacement SIM through your online account.

Alternatively pop into any EE store with photo ID where the team can issue you a replacement SIM straight away.

Ali

Re: Complaints

LindsayG72 — Tue, 03 Dec 2024 19:20:41 GMT

Same, starting with the seller on the street. Now I realise why they have the recorded message about not being abusive to Guides when you’re holding.

Re: Complaints

Igoodfellow1 — Sat, 04 Jan 2025 14:38:13 GMT

All you have to do, is request the telephone conversation you have had with them, if there is a cost, ask first.

Re: Complaints

Igoodfellow1 — Sat, 04 Jan 2025 14:40:55 GMT

You also must have a deadlock letter from EE. To go to Ombudsman

Re: Complaints

5369 — Wed, 26 Feb 2025 12:32:17 GMT

Hi my complaint is about an issue with my bill January my broadband and tv package was cancelled so I phoned ee up and they cancelled my contract and set up a new one with new aquitment but nothing was mentioned about me paying for the old bill now I've received a letter saying I owe £800 which they've squashed that but still saying i owe £214.12 but won't let me pay in instalments my question is it was them who canceled it in th first place

Re: Complaints

Peter_W — Wed, 26 Feb 2025 16:01:56 GMT

Hi @5369.

Welcome to the EE Community!

We don't have access to your account via these forums, so we wouldn't really be in a place to speculate why the initial account was cancelled.

You absolutely shouldn't be charged for a service you never received though, and we would want you to feel supported when querying the payments too.

Our help page here highlights how you can contact us to query your payment options, or if you'd prefer to raise this as a complaint, you can find all of the details you need here:

Make a Complaint | Contact Us | EE

Peter

Re: Complaints

LindsayG72 — Fri, 28 Feb 2025 21:21:31 GMT

This is nonsense. They don’t respond to complaints at all.

Re: Complaints

ColinMcM — Mon, 14 Apr 2025 17:01:12 GMT

Hi Tracey, I've had similar problems and problems apparantly with an "internal order error" which is preventing me cancelling my order within the statutory cooling off period. It's a disgraceful service from EE. I've tried to escalate the complaint but the EE staff won't help me to do so. I've asked the staff how to raise an Executive Complaint but they won't tell me and have told me to go to the EE website. The EE Complaints Code of Practice gives a phone number for escalating as 0808 121 3333 (open 08:00-20:00) - but the number doesn't work.

Well done EE!

Re: Complaints

Lesley_W — Tue, 15 Apr 2025 10:46:14 GMT

Hi @ColinMcM

Welcome to our community.

I'm sorry that you have had trouble with your account and this hasn't been dealt with on your first call. Our team should have escalated your complaint while you were on the phone.

I'd recommend getting in touch to raise a complaint, all of the ways to do so are detailed here Make a Complaint | Contact Us | EE.

Lesley

Re: Complaints

Dbeand — Wed, 04 Jun 2025 15:05:27 GMT

They are awful don't help at all say they are going to and don't.

Re: Complaints

Leanne_T — Wed, 04 Jun 2025 17:14:05 GMT

Hi @Dbeand

Welcome to the EE Community.

Could you let us know some more information regarding the complaint.

Have you been in contact with our complaints team? If so, what was the outcome to your complaint?

Speak to you soon.

Leanne.

Re: Complaints

Brushdale — Tue, 10 Jun 2025 08:53:07 GMT

Terrible experience as well with my elderly mother’s BT/EE account - it’s awful. You can’t complain. Guess it’s an ombudsman issue.

Re: Complaints

Christopher_G — Tue, 10 Jun 2025 11:08:07 GMT

Hi @Brushdale

Welcome to the community.

Could you give us a little more information about what the problem is with your Mother's account please? We'll do our best to get you some help.
Chris