topic Re: Put on the wrong plan - nobody will help in Contracts & Billing

Put on the wrong plan - nobody will help

KC61P — Fri, 24 May 2024 18:18:52 GMT

On 13 May I upgraded my phone as my previous three year ee contract was ending. I went online to get a new iPhone 15 pro on Flex Pay plus a 24 month EE Full Works iPhone contract, which comes with Apple One. A message came up when I tried to confirm the order, telling me that I had to call customer service, which I did. The woman I spoke to said she would process the order. She also said that, as I have also have a Broadband account with ee, I would get £20 a month off my mobile bill. I was very happy an signed up. The phone came the next day and is great. But I am not on the 24 month EE iPhone Full Works plan (including Apple One). Instead I have been put on a one-month Multi Product EE Full Works 1m plan which does not give me Apple One. I have now spoken for several hours with three different customer service people, all of whom tell me that a manager has said I will be put onto the plan I want. Not only has this not happened, I have been texted at one point and told that my case has been closed! I am now beyond frustrated with this - everybody is very nice but nobody seems to have the power to put me on the right plan. Can someone please simply give me what I actually wanted to sign up for in the first place? I can’t find a way to escalate a complaint to someone with the power to help me. As yes, I have called 150 more times than I care to remember.

Re: Put on the wrong plan - nobody will help

James_B — Sat, 25 May 2024 07:55:44 GMT

Hi @KC61P,

Welcome to the EE Community. 🙂

I'm sorry to hear there has been a problem with your plan.

When did you last speak to Customer Care?

Did they give you a timeframe for the plan change to be actioned?

James

Re: Put on the wrong plan - nobody will help

KC61P — Sat, 25 May 2024 08:29:19 GMT

I had another lengthy series of calls with them yesterday and was promised it would be done by 4.30pm yesterday but that it might run an hour late. It’s still not been done. One problem I have is the time it takes to just communicate the issue each time I speak to somebody - I have to start from scratch each time.

Re: Put on the wrong plan - nobody will help

KC61P — Sat, 25 May 2024 09:09:47 GMT

Sorted! I called again and got someone who sorted it for me. Phew!

Re: Put on the wrong plan - nobody will help

James_B — Sat, 25 May 2024 09:12:33 GMT

That's great news, @KC61P

Thanks for the update. 🙂

James

Re: Put on the wrong plan - nobody will help

Sparky01 — Sun, 16 Jun 2024 22:52:32 GMT

I’m just annoyed with ee because I have a bad contract and accepted customer service for my **bleep** poor upgrade but unfortunately I have no choice. Disgusting service from the dedicated customer! They are a joke!!!!!!!

Re: Put on the wrong plan - nobody will help

Chris_B — Mon, 17 Jun 2024 04:24:12 GMT

@Sparky01 If you take out or upgrade via a phone call or via online you get a 14 day cooling period off period.

Also if you wasn’t happy with the contract ( you don’t say why ) then why did you agree to it.