topic Re: Exceeded spend limit SIM only in Contracts & Billing

Exceeded spend limit SIM only

name_not_import — Fri, 08 Dec 2023 01:53:43 GMT

I wanted to leave EE and request a PAC. EE called me after it was sent to me to see if there were any offers/discounts they could offer to retain me.

Offer made, I accepted. Here’s where the problems starts. Each time they try to put the offer through their system they call me back 20 mins later to say offer will not go through as system say I have exceeded spend limit and I must speak to customer service.

customer service have looked at my account and cannot see any issues, when I call back the next person seems to think it’s resolved, pushes me to take a new deal but end up going round in circles as the process repeats itself.

i have multiple lines which are all sim only. Non have exceeded the plans allowances and have been customer with EE for about 5 years. My account is up to date and never been late on monthly bill. CS also reiterated my account is in good standing.

It seems no one at EE knows what the issue is, wanted to see if anyone has experienced this issue and how to go about fixing it so I can relay this back to EE?

Re: Exceeded spend limit SIM only

Katie_B — Fri, 08 Dec 2023 09:32:35 GMT

Good morning @name_not_import.

Welcome to the community.

I am sorry to hear this.

Are you aware if our customer care team have raised this further?

Katie

Re: Exceeded spend limit SIM only

name_not_import — Fri, 08 Dec 2023 10:57:31 GMT

Each CSA I speak to say they will raise it but when I call in again the next CSA claim it wasn’t done but they will do it.

Re: Exceeded spend limit SIM only

Katie_B — Fri, 08 Dec 2023 11:15:25 GMT

Thanks for getting back to me @name_not_import.

When was the last time you called?

What was advised on your last call?

Katie

Re: Exceeded spend limit SIM only

name_not_import — Fri, 08 Dec 2023 11:21:05 GMT

Last time I called was on Tuesday.
long story short, we agreed on the same deal, I electronically signed the agreement. EE called me 20 minutes later to say deal won’t go through for same reason and that they will escalate.

Re: Exceeded spend limit SIM only

Katie_B — Fri, 08 Dec 2023 11:22:19 GMT

Hi @name_not_import.

Did the agent advise they would be back in touch or provide you with a timescale?

Katie

Re: Exceeded spend limit SIM only

name_not_import — Fri, 08 Dec 2023 11:24:21 GMT

Not that I recall. They said it would be escalated and they’ll put it through once whoever it’s being escalated gets back to them but I’ve been hearing that line multiple times over last 2 weeks.

Re: Exceeded spend limit SIM only

Katie_B — Fri, 08 Dec 2023 11:26:30 GMT

I'd recommend allowing today for an update @name_not_import.

If you still have not heard anything please come back and let us know.

Katie

Re: Exceeded spend limit SIM only

name_not_import — Thu, 14 Dec 2023 16:27:07 GMT

Still no resolution.

i receive messages complaint has been resolved but no one has called me to explain what issue is/was.

i call up to get update and no-one seems to have any idea what is causing the issue or how to fix it.

another agent wanted to create another complaint. I’ve written to your complaints team, it’s been over 7 days and haven’t heard from them either!

Re: Exceeded spend limit SIM only

Leanne_T — Thu, 14 Dec 2023 17:26:40 GMT

Hi @name_not_import

I am very sorry to hear this.

Are the team able to complete the offer now this has been resolved and closed?

Leanne 🙂

Re: Exceeded spend limit SIM only

name_not_import — Thu, 14 Dec 2023 17:39:58 GMT

That’s the thing, I don’t believe it has been resolved as I’ve done trying to complete three times now. Each person I speak to is totally oblivious to the issue and even more difficult as it’s the sales/upgrades/retentions that are getting this error but when customer services glance at my account they do not see the error as they are not performing same actions as the former team and assume that seeing as my account looks fine and assumed it has been fixed.

Sales/upgrade/retentions probably cannot see the issue until after I’ve digitally signed the contract and left the call.

whatever the issue is, there seems to be something some issue that is buried deep in the system and not being presented to whichever agent is accessing my account until it throws up an error. The error also does not make any sense as relating to a spend limit whereas I’m trying to get a cheaper sim only deal than the one I’m currently on!

Re: Exceeded spend limit SIM only

Leanne_T — Thu, 14 Dec 2023 17:44:51 GMT

Thanks for coming back to me @name_not_import

If the team are unable to complete the order this may need a support ticket to be raised to the support team who can check the account in details and get this resolved for you.

I would suggest calling us again and getting this looked into in more detail with the sales team who can raise this if needed.

Please keep us updated with how you get on 🙂

Leanne.