topic Re: Off to the Ombundsman in Contracts & Billing

Off to the Ombundsman

scottiejambo — Thu, 26 Sep 2024 18:15:55 GMT

I am 6 weeks into filing a complaint with no call back. Clearly EE are happy if customers go to the Ombundsman! Currently being overcharged by £60 per month on the TV service with no sign of this coming to an end. Broadband is fantastic in fairness but this is far outweighed by incredibly poor customer service so much so that I will happily argue to cancel my TV contract to go elsewhere.

Re: Off to the Ombundsman

scottiejambo — Thu, 26 Sep 2024 18:15:04 GMT

Will they? I am 6 weeks into filing a complaint with no call back. Clearly EE are happy if customers go to the Ombundsman! Currently being overcharged by £60 per month on the TV service with no sign of this coming to an end. Broadband is fantastic in fairness but this is far outweighed by incredibly poor customer service so much so that I will happily argue to cancel my TV contract to go elsewhere.

Re: Off to the Ombundsman

Leanne_T — Fri, 27 Sep 2024 07:07:29 GMT

Morning @scottiejambo

I am very sorry to read you are being overcharged for the TV service and have not been contacted regarding your complaint.

Did you raise the complaint over the phone or complete the online complaints form?

Have you requested the TV to be removed from your account previously or are you on an incorrect package?

Speak to you soon.

Leanne.

Re: Off to the Ombundsman

scottiejambo — Fri, 27 Sep 2024 07:23:40 GMT

Hi Leanne,

this is actually the 2nd complaint about the same thing - when I try to flex my package from Sports to Entertainment (complaint 1) and then back again. This time I was offered a deal (I should’ve known better) Full Works for £25 for 3 months. Sounded good so I took it (I only wanted to go back to TNT Sports). Knew there was a problem as soon as I got the confirmation email. Tried to phone multiple times but as always queuing times are highly excessive so filled in a complaint form online, got the acknowledgement and then tumbleweed. Actually tried to call again this week, told the queue was 20 mins, after 25 mins I gave up. Looks like I might have to see it all the way to the end. Real shame.

Re: Off to the Ombundsman

Leanne_T — Fri, 27 Sep 2024 07:30:45 GMT

Hi @scottiejambo

Thanks for the quick reply, I am sorry this has happened.

If you could try giving us another call when you get the chance the team can take a look into the complaints that have been opened for you and see if there is an update.

Our EE Complaints Code of Practice - March 2024 has full information about our complaints handling process.

Leanne.

Re: Off to the Ombundsman

scottiejambo — Fri, 27 Sep 2024 07:43:34 GMT

Thanks Leanne.

Re: Off to the Ombundsman

Leanne_T — Fri, 27 Sep 2024 07:46:02 GMT

No problem @scottiejambo

Thanks 🙂

Leanne.

Re: Off to the Ombundsman

scottiejambo — Tue, 01 Oct 2024 19:52:48 GMT

Well so far I don’t appear to be any further forward. Spent a long time on Friday trying to speak to someone at EE to resolve (I called…took 1 hour 14 mins to get through to someone who then put me through to the wrong team - DI (Data Integrity). They then put me through to the Value team who said they’ve been looking into my issue and they would sort it out…I’ll get a refund, I’ll get an email and I’ll get the right offer applied to my account etc. Guess what? It’s Tuesday now and nothing. So on the 13th October, I am off to the Ombudsman unless things improve radically. I will not put up with paying 100% more than I should be for a 3rd month. I will also argue to cancel my contract as the service I’ve been receiving is not fit for purpose.