Is it reasonable to ask for compensation?

Lupin1 — Wed, 30 Oct 2024 21:18:51 GMT

Just seeking friendly comment/advice. I have today - after 30 days - finally been able to send texts again. Although my plan includes unlimited texts and calls, I have been unable to send texts because of a problem with Spend Cap. I've had many phone calls (several hours' worth) this month with Level 1 and Level 2 Tech Support. I was told early on that it was a 'known problem' reported by many customers since the end of September but where most of them benefited from the roll-out of a fix, I did not until today.

Three times EE Guides said they would ring me back, but didn't. Twice however, Level 2 Tech Support members told me that once the problem was resolved I would get compensation for the non-provision of a service that is part of my contract. I've read in this forum of some of the massive problems other customers have had with other aspects of EE service and mine is very minor in comparison. So I'm wondering ... is it reasonable for me to request compensation for the month-long block on sending texts, not to mention the lost time and inconvenience of hours of phone calls?

And if it IS reasonable and fair, how does one go about requesting it? I'm not sure I want to risk spending much more time on the phone to 150. Is it best to write a letter? Any helpful comment gratefully received.

Re: Is it reasonable to ask for compensation?

Katie_B — Thu, 31 Oct 2024 12:47:27 GMT

Hello @Lupin1.

Thanks for coming back to the EE Community.

I would recommend completing our online Complaints Form and a member of the team will be in touch.

The team will be able to look into failed call backs and send some internal feedback to the agents manager.

They will also be able to look into your compensation request.

Katie

Re: Is it reasonable to ask for compensation?

Lupin1 — Thu, 31 Oct 2024 17:57:50 GMT

Hello @Katie_B .

Thanks for your reply and for pointing me in the right direction.

topic Re: Is it reasonable to ask for compensation? in Contracts & Billing

Is it reasonable to ask for compensation?

Re: Is it reasonable to ask for compensation?

Re: Is it reasonable to ask for compensation?