topic Re: Complaint lacking resolution in Contracts & Billing

Complaint lacking resolution

Nicola2610 — Wed, 07 Aug 2024 19:15:43 GMT

Hi, I made a complaint when 4 separate orders were placed by staff for a full fiber upgrade. It was messed about so badly that I cancelled and have now taken a contract with sky.
Anyway, the complaint was recorded and I was provided with a ref number.
this evening I have received a message stating that my complaint has been closed and they hope that I am satisfied with the resolution.
I have not been provided with any resolution so how can I be happy with it?
I will have no option but to go to the Ombudsman without this resolution.
Who can help with this matter?

Re: Complaint lacking resolution

XRaySpeX — Wed, 07 Aug 2024 19:52:42 GMT

You have no option to go to the Ombudsman until either 8 weeks have elapsed w/out resolution or you have a deadlock letter, which you haven't.

When you were told it was was closed, you were also told you can ask for them to reconsider the issue.

Re: Complaint lacking resolution

Northerner — Wed, 07 Aug 2024 20:16:09 GMT

Hi @Nicola2610

Why are you bothered if you have gone elsewhere. Call it experience and move on.

Thanks

Re: Complaint lacking resolution

Nicola2610 — Wed, 07 Aug 2024 21:24:50 GMT

Because they are now trying to bill me for fibre that they haven’t installed.
It has been a nightmare since mid June.
the resolution hasn’t been provided, no explanation given just “closed”.

Re: Complaint lacking resolution

Nicola2610 — Wed, 07 Aug 2024 21:28:00 GMT

No option was provided for reconsideration, just that if I’m not happy with the resolution that I can take it to the ombudsman.
But I appreciate your advice, thanks

Re: Complaint lacking resolution

Peter_W — Thu, 08 Aug 2024 08:34:17 GMT

Good morning @Nicola2610

Welcome to the EE Community!

I'm disappointed to hear you've not had the experience we would expect when taking out your broadband and you've decided to take this out elsewhere.

When these orders went through, was there any time period that you had an active connection with us, or did this never activate?

Peter

Re: Complaint lacking resolution

Nicola2610 — Thu, 08 Aug 2024 10:10:46 GMT

Hi Peter,

No, the fiber broadband never activated and ee stated that I didn’t have a fiber account open and BT confirmed that it also wasn’t open to them. However it is in my bill and demands are being made for me to pay this!

The connection for the full fiber was attached to my house last Friday for the Sky installation.

Re: Complaint lacking resolution

Peter_W — Thu, 08 Aug 2024 10:21:25 GMT

Thanks for confirming that @Nicola2610

Is it EE or BT that you received a bill from, and is it dated before or after you requested the cancellation?

There's a chance a first bill may have been generated prior to the cancellation request going through.

Peter

Re: Complaint lacking resolution

Nicola2610 — Thu, 08 Aug 2024 10:29:36 GMT

Hi Peter, It is dated after and once I had confirmation from ee that I did not have any order for fiber.
It has been an ongoing nightmare since mid June when I was going through an upgrade from standard broadband. Different agents were putting through different orders at the same time and BY cancelled due to them placing two orders at the same time. I then spoke with another agent who gave me a hard sell on TV even though he was meant to be resolving the finer issue.
I had to make a complaint because someone else cancelled it and they couldn’t establish how or why. An agent had been in my account without any cause to, I received notification to say thanks for passing security when I wasn’t on a call with anyone, I was at work.
And yesterday an email to say that the complaint is closed and that they hope I’m satisfied with the resolution however, I have not been given any resolution so how can I be happy with it?
I’ve been with ee since they were T mobile and never been treated so poorly.

Re: Complaint lacking resolution

Nicola2610 — Thu, 08 Aug 2024 10:34:34 GMT

The bill is dated for service from 24/07 until 24/08 full fibre broadband.

Re: Complaint lacking resolution

Peter_W — Thu, 08 Aug 2024 10:44:52 GMT

Thanks for taking the time to explain that @Nicola2610, I'm really disappointed to hear that you've been left feeling this way.

We don't have access to customer accounts via this public forum to check why exactly you've been billed, but if you feel that the complaint has been closed without your agreement then it's absolutely something our team can reopen and investigate further.

You can find details on how to get in touch with them here, or it's also possible to log this directly with our complaints team via our dedicated webform.

Peter

Re: Complaint lacking resolution

Nicola2610 — Thu, 08 Aug 2024 10:49:36 GMT

Thank you

Re: Complaint lacking resolution

Jamesthepilot — Wed, 02 Oct 2024 17:19:20 GMT

Im seriously concerned I am about to suffer the same circumstance. No one answering the phone, and no one listening to the issues at hand.

Re: Complaint lacking resolution

Nicola2610 — Wed, 02 Oct 2024 17:33:30 GMT

Hi,

I went back and explained that I wanted a deadlock letter as I was going to the ombudsman. They then allocated a complaint handler who provided a direct email address to him and he made regular appointment to speak with me.
In the end, the demand was cancelled and he apologised on behalf of ee.
By this time I had had enough and just left it there because I was told that I would never be told how a complaint had been resolved internally. I hope this experience helps you with your situation.