topic Re: EE keep sending me emails intended for someone else in Contracts & Billing

EE keep sending me emails intended for someone else

FedUpCustomer26 — Wed, 24 Jul 2024 13:31:57 GMT

I've been getting multiple emails for someone who is having broadband installed. It's not my address on the order, however, it is my account number from when I used to have a mobile phone with them. I've tried during multiple calls to customer services to get this sorted, but everytime I'm told "It's nothing to worry about" or "Just ignore them" despite the fact this is EXACTLTY the way identity theft starts. Also, on a secondary level, the GDPR infractions they are causing are immense. I have the name, address and now, thanks to having the Royal Mail tracking number for the hub, the SIGNATURE of a complete stranger. Imagine if I were a thief. What a boon this would be. So EE - are you going to sort this for me? Or just keep pretending to or telling me "not to worry"?
Your hand may be forced soon anyway as becuase I had the address, I wrote to the people who you keep breaking GDPR law around to ensure you had written to them to inform them of the breach of their data, like I reminded you over the phone in one of my many calls with you that you had a legal duty to do so. I'm sure if you have then they won't be surprised to get a letter from someone who knows their details and even what time they signed for their hub at reminding them they have legal rights over the protection of their data, and outlining how they can take action against you for breaching them.

Re: EE keep sending me emails intended for someone else

FedUpCustomer26 — Wed, 24 Jul 2024 13:32:33 GMT

PS - weird how "FedUpCustomer" was already gone as a username. Says something doesn't it?

Re: EE keep sending me emails intended for someone else

Katie_B — Wed, 24 Jul 2024 13:34:40 GMT

Hello @FedUpCustomer26.

Welcome to the EE Community.

I am very sorry to hear this is happening and would love to get this looked into for you.

When you have a moment please check your community inbox.

Katie

Re: EE keep sending me emails intended for someone else

FedUpCustomer26 — Wed, 24 Jul 2024 13:49:17 GMT

Update for customer. When you complain in public, blimey thy act fast. However, they're refusing to deal with it in writing, which is a real shame. Have been told either over the phone (already done it twice, waste of time) or via complaint form (already completed it - still waiting to hear anything) I have requested an address an name at Head Office so we can make this official. Will let you know when (if) I receive one.

Re: EE keep sending me emails intended for someone else

FedUpCustomer26 — Wed, 24 Jul 2024 14:08:55 GMT

And... pause...
After a flury of activity, I asked for a name to address my complaint letter to and RADIO SILENCE.
"Hello. EE Customer Services. How can we appear to help you?"

Re: EE keep sending me emails intended for someone else

Katie_B — Wed, 24 Jul 2024 14:37:16 GMT

Hi @FedUpCustomer26.

If you wish to send a written complaint please sent to this address here:

EE Customer Services

6 Camberwell Way

Sunderland

Tyne and Wear

SR3 3XN

Alternatively, if you'd like to arrange a call back please respond to my private message.

Katie

Re: EE keep sending me emails intended for someone else

XRaySpeX — Wed, 24 Jul 2024 17:49:48 GMT

Watch out EE don't start billing you for the other person's BB as it's under your EE a/c.

Re: EE keep sending me emails intended for someone else

FedUpCustomer26 — Fri, 26 Jul 2024 13:11:10 GMT

Thanks! Yes. That's what I'm dreading. Promise after promise "You don't have anything to worry about..." Been here with big companies before. WIth a bit of luck, there will be no post again in this thread as it'll all be soted by the agent who is ringing me today. I wouldn't put money on it though as this is essentially the third time I've been through this.

Re: EE keep sending me emails intended for someone else

Leanne_T — Sat, 27 Jul 2024 06:46:10 GMT

Hi there @FedUpCustomer26

Thanks for coming back to us with an update.

I have replied to your private message this morning 🙂

Leanne.

Re: EE keep sending me emails intended for someone else

FedUpCustomer26 — Mon, 05 Aug 2024 11:47:05 GMT

Guess what everyone? We're one week on and this still hasn't been solved. I had an hour long phone conversation who kept telling me what "a simple problem" this was and how easy it was to sort it out.
One week later I'm still getting emails from EE and Open Reach all about someone else's broadband instilation.

An absolute joke of a compny. Insane.

Re: EE keep sending me emails intended for someone else

FedUpCustomer26 — Tue, 06 Aug 2024 12:52:05 GMT

Yep. I've been trying to get them to stop sending me emails for a total stranger and confirm it's not an attempt at ID theft for around six weeks now. Either the fourth or the fith agent about to deal with it. All of them have failed so far - every single one with the distinct tone on the phone that it's my fault, or I'm causing a stink over nothing. The last guy even told me "It's an incredible simple problem to solve" and then failed to solve it.
I'm not even an EE customer. That's how bad their customer service is.

Re: EE keep sending me emails intended for someone else

FedUpCustomer26 — Wed, 21 Aug 2024 11:22:37 GMT

GUESS WHAT EVERYONE? Literally nothing has happened. Still getting strangers' emails, now asking me to rate my service. Guess what rating I put?
Was promised, after my fourth complaint, to be sent a £30 good will payment.

NEVER HAPPENED! Complained about this not happening. Have discovered ABSOLUTLEY NO RECORD OF ANY FOUR PREVIOUS CONVERSATIONS has been kept.
Now being promised another £30 goodwill payment to "resolve this in full."

That's not on top of the first one. So, FIFTH complaint complete and literally no further on.

Worst customer service of any company ever. Worse even than BT. Oh. Hang on, there's a pattern developing here.

PS - Was also told they are "unable to contact Openreach" to remove my email from their system, so I'm continuing to get emails from Openreach. Weird, cause I didn't give my email to Openreach, so I'm guessing EE CAN actually contact Openreach, but are chosing to refuse to do so in this case. Openreach say they cannot deal with me as I am not the account holder, so I'm stuck getting strangers emails yet again.

Don't ever use EE ever.