topic Re: Anyone else trying to make a complaint and then call is cut off? in Contracts & Billing

Anyone else trying to make a complaint and then call is cut off?

Fleur123 — Sat, 06 Jul 2024 14:54:10 GMT

Anyone else trying to make a complaint and then call is cut off?

This has happened twice!

Waited 45 mins to speak to customer service to cancel contract. Twice cut off!

I have made an Ofcom complaint as I believe that EE are making it difficult to cancel contracts and make complaints!

Re: Anyone else trying to make a complaint and then call is cut off?

Fleur123 — Sat, 06 Jul 2024 14:44:48 GMT

Has anyone else experienced difficulty cancelling their contract?

Re: Anyone else trying to make a complaint and then call is cut off?

Schockwave — Sat, 06 Jul 2024 15:41:55 GMT

@Fleur123 , have you tried speaking to customer service? That is the only way, unless you were wanting to move to another provider? Then you would need a PAC code in order to keep your number, would actually need more information to help you.

Re: Anyone else trying to make a complaint and then call is cut off?

Fleur123 — Sun, 07 Jul 2024 03:30:37 GMT

Yes, it was when I called customer service and waited 45 minutes to get an answer to make a request to cancel that I was cut off and had to call back and wait another 45 minutes to finally cancel my contact. EE makes it very difficult for customers to cancel their contact.

I asked to be put through to complaints dept. and once again I was cut off.

Is it EEs call centre policy to cut off customers who want to cancel or voice a complaint?

Re: Anyone else trying to make a complaint and then call is cut off?

Fleur123 — Sun, 07 Jul 2024 03:34:07 GMT

When I called customer service and waited 45 minutes to get an answer to make a request to cancel that I was cut off and had to call back and wait another 45 minutes to finally cancel my contact. EE makes it very difficult for customers to cancel their contact.

I asked to be put through to complaints dept. and once again I was cut off.

Is it EEs call centre policy to cut off customers who want to cancel or voice a complaint?

Re: Anyone else trying to make a complaint and then call is cut off?

Chris_B — Sun, 07 Jul 2024 06:55:12 GMT

@Fleur123

A call can be dropped I’ve had it before and it’s nothing to do with you wanting to terminate or make a complaint. You can make a complaint via other means and as you’ve already terminated why bother you’ll get nothing from it.

Make a complaint online

Fill out our webform and we’ll get back to you as soon as possible. Our current response time is 7 days. If you wish to speak to an EE Guide sooner, please call us.

Go to webform

Write to us

Please send your written complaint to:

EE Customer Services
6 Camberwell Way
Sunderland
Tyne and Wear
SR3 3XN

Don’t forget to include:

your full name
your postal address including postcode
your account number and/or mobile telephone number
your landline telephone number (for home broadband complaints)
details of your complaint
an alternative daytime contact telephone number

Waiting to speak with customer services is because others are also waiting to speak with customers services and there will be more customers than agents so you will have to wait for your turn.

And if you wanted to terminate and move network and retain your number you don’t even need to call, just text PAC to 65075 and give the PAC to the new network provider. This will migrate your number to that network and terminate your connection with EE. even if you don’t want your number you can text STAC 75075 and give that code to the new network provider and this will terminate your EE connection. You then have a new number provided by that new network.

As for contacting Ofcom about this. Your one lone case doesn’t mean EE are making this hard to leave especially when you don’t have to call to do this.

Re: Anyone else trying to make a complaint and then call is cut off?

Christopher_G — Sun, 07 Jul 2024 06:51:07 GMT

Hi @Fleur123

Welcome to the community.

I'm sorry to hear that your call cut off. We do have an complaints code of practice. If you make a complaint over the phone, it should be logged against your account. There are some other methods of forming a complaint on there too.

Did you manage to put in your cancellation request before the call ended?

Chris

Re: Anyone else trying to make a complaint and then call is cut off?

Fleur123 — Sun, 07 Jul 2024 09:18:04 GMT

I am unsure if my 'one lone case' is lone. That is why I am asking the EE community and Ofcom if anyone else has experienced the same thing.

I hoping that my total of 1h30mins of waiting for EE customer service to be cut off twice is just bad luck!

You are right by saying 'why bother' but if no one bothers then companies just continue with poor customer service and poor web/App information for customers wanting to end their broadband contract.

The cancellation process should not be as difficult as I have experienced.

Re: Anyone else trying to make a complaint and then call is cut off?

Fleur123 — Sun, 07 Jul 2024 10:51:00 GMT

I asked to be put through to complaints dept. and once again I was cut off.

Very poor!

Re: Anyone else trying to make a complaint and then call is cut off?

Fleur123 — Sun, 07 Jul 2024 11:03:59 GMT

On my 3rd attempt at trying to cancel my broadband contract totaling over 1hr30mins on hold I managed to cancel my contact. After I had completed the cancellation I asked be put through to the complaints dept. and I was hung up on again.

Chris - Why is there not an online form where customers can give written notice quickly?

Is it to make it difficult for customers to leave?

Re: Anyone else trying to make a complaint and then call is cut off?

Fleur123 — Sun, 07 Jul 2024 11:12:25 GMT

I called customer service and waited 45 minutes to get an answer to make a request to cancel that I was cut off and had to call back and wait another 45 minutes to finally cancel my contact. EE makes it very difficult for customers to cancel their broadband contact.

I asked to be put through to complaints dept. and once again I was cut off.

Re: Anyone else trying to make a complaint and then call is cut off?

Christopher_G — Sun, 07 Jul 2024 12:15:52 GMT

Hi @Fleur123

Thank you for updating us. The only way to cancel outright is by speaking with our Customer Care team, they same way as you did. I'm sorry that it took a few attempts and that you spend some time doing that.

The other way to cancel, is if you're moving to a new provider. When taking out a plan with them, they can manage the transfer.

Chris

Re: Anyone else trying to make a complaint and then call is cut off?

Noel20 — Wed, 30 Oct 2024 17:13:40 GMT

I have had the same experience, waited for over an hour for through. Told by the advisor very noisy line, he will call me back

I'm still waiting that are a disgrace

Re: Anyone else trying to make a complaint and then call is cut off?

Noel20 — Wed, 30 Oct 2024 17:31:53 GMT

Hello Chris

I have put in a complaint and needless to say I will be contacted in 14 days, check my complaint all my details are there

ESCALTATE this to Senior management immediately. Have you tried to call and speak to a EE guide? Try it out and tell me your experience

Call me immediately

Re: Anyone else trying to make a complaint and then call is cut off?

Linzi_H — Wed, 30 Oct 2024 18:21:51 GMT

Hi @Noel20

If you've opened a complaint with us over the phone I'm really confident the team will contact you back as agreed within the timeframe you've mentioned.

We'd not be able to call you back from here, and we have no access to customer accounts within the community I'm afraid.

Please wait for our team to contact you directly.

Linzi

Re: Anyone else trying to make a complaint and then call is cut off?

Katie_B — Wed, 16 Apr 2025 07:12:36 GMT

Hello @mudikanwa.

Thanks for coming here.

I am sorry to hear your call disconnected.

I would recommend trying to give us another call, our customer care team will be happy to help.

Katie