topic Re: Poor customer service in Contracts & Billing

Poor customer service

Fivewrite — Thu, 03 Oct 2024 17:25:46 GMT

Despite two phone complaints and a conversation with Executive Customer Service, I am still being overcharged every month. I think they make it very difficult to get in touch so they can keep taking extra money and hope you won't notice. I am appalled and wish I could change companies. The Executive Customer service employee I spoke to said she would remove the package from my Broadband that was £11. I had never asked for this package, and it was put on my bill without my knowledge. She said it was fine, she would cut it down to the £5 package. Nothing has changed, so for 5 months now I have been paying this. How do you get them to listen to you?

Re: Poor customer service

Linzi_H — Fri, 04 Oct 2024 16:34:18 GMT

Hi @Fivewrite

If you've spoken with our Executive Care Team already, do you have a contact you can reach out to about your query?

Getting in touch shouldn't be difficult at all, and I am sorry if this has been the case.

Have you tried to call us, or have you been trying to reach back out to the Executive Team directly?

Linzi

Re: Poor customer service

Fivewrite — Sat, 05 Oct 2024 14:23:00 GMT

This is a response to Linzi, but although I was supposed to click on the email to get through to her, it didn't work (like most other things that EE does.

I no longer have the name of the person I spoke to in Executive Customer Care, and I don't have the phone number to get through directly. Every person you speak to wants you to repeat the long sorry saga, and I found t hat very stressful. If you can find ou t who I spoke to that would be good.

IN addition I have changed my email address - t ried about three times and i t jus twon't change. TO me it appea rs that everything to do with EE is difficult to do.

Re: Poor customer service

Fivewrite — Sat, 05 Oct 2024 14:27:29 GMT

I have found where to respond now, but did start a new communication. I no longer have the name of the Executive Customer Service woman I spoke to but if you gave me a name I would know if it was her! It was on 12th September 2024. Shepromised to reduce the amount I am paying as a package for digital phone calls from the home. I never ordered t his, so I should not have rebeen charged for it from June to October.

IN addition I have tried three times to change my email address on the website. It looks as if it has changed, but when I sign in I have to use th eold one.

Fivewrite

Re: Poor customer service

Chris_B — Sat, 05 Oct 2024 16:04:17 GMT

@Fivewrite this isn’t customer services and who ever Linzi is they will not see this message.

Re: Poor customer service

bristolian — Sat, 05 Oct 2024 16:28:16 GMT

@Fivewrite wrote:

I have found where to respond now, but did start a new communication.

Your duplicate thread has now been merged with your original one. Using the "reply" function on the forum will keep all your posts in the same place.

Re: Poor customer service

Ali_A — Sun, 06 Oct 2024 09:44:03 GMT

Hi @Fivewrite

I'll send you private message. Please check your inbox and get back to me when you can.

Thanks

Ali