topic Re: Complaint Reference: in Contracts & Billing

Complaint Reference:

MB761 — Mon, 01 Jun 2026 10:03:02 GMT

I am unhappy with how EE has handled my account, service issues, and complaint.

I joined EE and also took additional services, including broadband and family SIM contracts, based on assurances that I would receive reliable service and good coverage. Since joining, I have experienced ongoing signal and mobile internet problems, both inside and outside my home.

I raised a complaint and spoke with an EE representative called Adam. During our discussions, I explained the service problems and concerns about incorrect charges on my account. I understood that the matter would be investigated and corrected.

Despite this, my complaint was closed without my agreement and the issues remain unresolved. I have now also been charged £63.91 from my account, which I do not understand and believe may be incorrect. My SIM contracts were expected to be around £15 each, yet my bills have been significantly higher than expected.

I am requesting:

A full investigation into all charges on my account.
A written explanation of the £63.91 payment taken from my account.
A refund of any incorrect charges.
Compensation for the inconvenience, time spent, and repeated errors.
Reopening of my complaint.
Penalty-free cancellation if EE cannot provide the service and billing accuracy promised.

I have screenshots, records, and evidence of my communications and billing history and can provide them if required.

I would appreciate a prompt response and resolution.

[Mod edit: removed personal details]

Re: Complaint Reference:

Chris_B — Mon, 01 Jun 2026 07:19:04 GMT

@MB761 Have you looked at the bill breakdown ? This will show what any charges are for.

This is also a public forum so you’ll not get anything you requested from here as there is no access to your account from here and no one here knows who you are

Just to very quickly point out no network will guarantee a signal indoors, but you do have Wi-Fi calling.

Re: Complaint Reference:

Linzi_H — Mon, 01 Jun 2026 10:09:36 GMT

Hi @MB761

Welcome to the community.

I'm sorry to hear that your complaint has been closed without a resolution being put in place first.
If you call our team directly, they should be able to reopen this for you and continue with any investigations. If needed, you can escalate this to a team leader if you remain unhappy with the support given by the guide you speak with.

If you'd rather raise a complaint online, please head to 👉 Make a Complaint, where you can complete our online form and a member of the team will get back in touch within 7 days.

Linzi