topic Re: Appalling customer service in Contracts & Billing

Appalling customer service

Flyboi65 — Thu, 22 Sep 2022 09:16:32 GMT

Tried to upgrade my Apple Watch last night. Got stuck at the authentication PIN issue that has existed for years where they try to send the PIN to your watch number that doesn’t work because it’s linked to your phone. Then the order went through and they have charged my credit card but I have had no emails, no confirmation nothing.

just tried to speak to someone about it and they can’t help because the EE systems are down. The agent basically shrugged her shoulders and said she can’t do anything.

its 2022 people and there is a cost of living crisis, it’s like you don’t want my business.

I’m assuming that the best mobile network award doesn’t take into account customer service.

Re: Appalling customer service

Northerner — Thu, 22 Sep 2022 10:38:25 GMT

Hi @Flyboi65

The system maybe down, these things happen so I don't see why you are so annoyed? Have you checked your spam/junk folders? It maybe your order isn't processed yet if you ordered out of hours last night.

I would suggest calming down.

Thanks

Re: Appalling customer service

Jon_K — Thu, 22 Sep 2022 11:39:01 GMT

Hi @Flyboi65.

I'm sorry to hear this.

Our Customer Care team should be able to help you with this later today.

Jon

Re: Appalling customer service

Flyboi65 — Thu, 22 Sep 2022 17:18:41 GMT

What makes me annoyed is the fact that I am expected to call back on the off chance that the systems are back up. Having tried to call back and been in a queue for almost 20 minutes I wonder why someone can’t take ownership of my issue and call me when they are able to access the account. Still no order confirmation and the charge is still on my credit card.

Re: Appalling customer service

Christopher_G — Thu, 22 Sep 2022 17:52:05 GMT

The systems are fully working now, @Flyboi65. Once you're able to get through, our customer service team will be able to look into this for you.

Sorry for the inconvenience.

Chris

Re: Appalling customer service

Flyboi65 — Fri, 23 Sep 2022 08:50:03 GMT

I’ve now tried on three separate occasions to get this resolved each time stuck in a queue totalling nearly an hour so far. You’ve taken over £500 from me and still no sign that the order has been received nor any indication that someone might actually answer the phone anytime soon.

Re: Appalling customer service

Christopher_G — Fri, 23 Sep 2022 09:08:50 GMT

I've sent you a private message to get some more information, @Flyboi65.

Could you have a look and get back to me please?

Thanks

Chris

Re: Appalling customer service

Flyboi65 — Sat, 24 Sep 2022 16:12:50 GMT

Just want to say. Credit where it’s due. Someone called Emma called me and sorted this.

Now you just need to sort out the online upgrade bug that sends a conformation text to a watch phone number that can’t receive texts