topic Re: I have no idea how they've won best network for 11 years in Contracts & Billing

I have no idea how they've won best network for 11 years

an_cerm3t — Tue, 24 Sep 2024 14:58:27 GMT

I've been with EE for several years and the customer service has absolutely tanked in the past couple of years. My contract was up yesterday and I've been trying to switch to SIM only with them for TWO MONTHS.

Initially, I was given incorrect prices and asked them to honour it. I then got a lot of nonsense about how prices change daily - this was despite being given 4 different prices within the space of about an hour. I was then told that different departments have access to different prices and the department you eventually connect with will depend on call volumes.

I then requested transcripts of the calls under GDPR. Two months on and I don't have them.

The matter was escalated to the Executive Complaints Team. They agreed to honour the price quoted. They were scheduled to call me back yesterday (have this confirmed in writing). I probably shouldn't have been surprised that this didn't happen. Now my bill has shot up to over £90 when it should be £19. I've again chased this the past two days to no avail.

Repeatedly promised that they'll have the team call me back but then also cannot actually confirm that such a request was sent.

To top it off, I've just had without a doubt the single worst customer service experience with their contact centre from Giri from, in what is surely irony, the 'value and loyalty' team. His attitude was appalling.

I've lost several hours of my time to this nonsense and am still being put at a financial disadvantage by their poor customer service and failures. Now on hold yet again to get a PAC to get away from them. As a result of this entire fiasco, I'm also moving my broadband away from BT.

Re: I have no idea how they've won best network for 11 years

Leanne_T — Wed, 25 Sep 2024 09:28:21 GMT

Hi @an_cerm3t

I am very sorry this has happened and of the service you have received.

Did you get the PAC yesterday?

Have you been speaking to executive guide by phone and email?

Just to check, have you been contacted since you posted on the community?

Speak soon.

Leanne.

Re: I have no idea how they've won best network for 11 years

an_cerm3t — Wed, 25 Sep 2024 09:37:39 GMT

I had been in contact with Tom from Executive Complaints since August. He was meant to phone me on 23/09 to sort out the mobile contract (see attached) and didn’t.

I’ve emailed Marc Allera several times and phoned the customer service team multiple times. The last advisor said he checked and Tom was available and several emails had been sent to him to call me. That also didn’t happen.

Given EE have made it literally impossible for me to sort the contract out, I had no option but to request the PAC yesterday. I have that now.

However, in addition to the diabolical service and repeated failures over the past two months, due to Tom not contacting me as promised, my contract ended on 23/09 and went up to £95 (when it should be £19). As a result, I’ll be charged a pro rata charge until the port happens, at this higher rate. This is through no fault of my own.

I am disgusted by this treatment. I don’t mean to be dramatic but I am going through fertility issues at the moment and this stress is not helping.

No, I have not been contacted since posting here.

I’ve had to escalate to OFCOM and will be seeking redress for this

Re: I have no idea how they've won best network for 11 years

Leanne_T — Wed, 25 Sep 2024 09:44:35 GMT

I am so sorry to hear this @an_cerm3t

I have sent you a private message for some extra details.

Leanne.

Re: I have no idea how they've won best network for 11 years

an_cerm3t — Wed, 25 Sep 2024 09:51:29 GMT

You can see here how many times I’ve reached out to get this resolved.

Re: I have no idea how they've won best network for 11 years

Leanne_T — Wed, 25 Sep 2024 09:56:21 GMT

Thanks for the extra details @an_cerm3t

I have replied to your private message.

Leanne.