topic Re: Two Days Of Being A New Customer - Terrible Service in Contracts & Billing

Two Days Of Being A New Customer - Terrible Service

NoviDan — Wed, 24 Aug 2022 18:47:38 GMT

I have been a customer of ee for a maximum of two days

I have a contract which states I am entitled to a 20% discount due to having a second line. However this does not reflect in the bill online. I did query the next day by returning back to the branch I got the contract from who assured me that the 20% will appear on the online bill.

However two days after taking the contract out, both phone lines have been suspended due to non payment of my bills. And I am being asked to pay The full amount without any discount?!

Is this really how ee are ripping people off?

Re: Two Days Of Being A New Customer - Terrible Service

Chris_B — Wed, 24 Aug 2022 19:02:26 GMT

@NoviDan You get a 10% discount for having a 2nd line on your account and that’s what EE offer. The first line doesn’t get any discount. Can you post an image of this “20% discount”. Please don’t post any personal information.
And by not paying your bill will only affect your own credit rating.

Re: Two Days Of Being A New Customer - Terrible Service

James_B — Thu, 25 Aug 2022 08:35:30 GMT

Hi @NoviDan,

Welcome to the EE Community. 🙂

Our Customer Care Team will be happy to look into why your discount hasn't been added if you get in touch.

Thanks

James

@Chris_B - The multi-line discount has been increased to 20% for some products as part of our price plan refresh. 🙂

Re: Two Days Of Being A New Customer - Terrible Service

NoviDan — Thu, 25 Aug 2022 09:58:06 GMT

@Chris_B thank you for your response. As per your request, find attached image of contract printed on the 22/8/22 which clearly states 20% discount due to the additional line.

So to clarify the situation to you, after three days off being a new ee customer.

Both lines where suspended
The 20% discount was not added to the designated line according to the contract
My account details for my direct debit did not reflect on the ee system
A bar was put in place till a manual payment for the full monthly amount was paid
Contradictory information received about discount rates, against what I was sold
Coercive statement that f I don't pay my bill it goes against my credit rating

So, I'm not actually sure who you are @Chris_B , Grandmaster of exactly what? But if you are a staff member of ee customer service, maybe you can address the following

Points 1,2,3 and 4 why has that happened?
Point 5. If you are stating the discount is 10% and your contract says 20% are you making a statement of mutual agreement that there must be a mistake in the contract?
Point 6 Is it normal that new customers are being reminded that they are going to be penalized due to the failures of the ee administration services?

Re: Two Days Of Being A New Customer - Terrible Service

NoviDan — Thu, 25 Aug 2022 10:13:56 GMT

Ok so you are acknowledging the misinformation supplied in your earlier reply where you were adamant

'You get a 10% discount for having a 2nd line on your account and that’s what EE offer'

@Chris_B- The multi-line discount has been increased to 20% for some products as part of our price plan refresh. 🙂

Feel free to answer all the rest of my questions above

Re: Two Days Of Being A New Customer - Terrible Service

James_B — Thu, 25 Aug 2022 10:17:04 GMT

Hi @NoviDan,

@Chris_B is an EE customer who is a member of our Community Stars Team.

The last response to your thread was posted by myself. I'm a member of the EE Community Support Team.

Please get in touch with our Customer Care Team who can access your account and make sure your discount is applied and any necessary refunds applied.

They'll be happy to help. 🙂

James

Re: Two Days Of Being A New Customer - Terrible Service

Chris_B — Thu, 25 Aug 2022 13:03:05 GMT

@NoviDan As you can see from @James_B post EE have only recently changed this to 20% for some products I wasn’t aware of that and for that I apologise.