topic Re: EE ever respond to complaints… in Contracts & Billing

EE ever respond to complaints…

pb1899 — Sat, 16 Nov 2024 15:07:23 GMT

Ok, migrated across from BT.

over 2 months ago, negotiated a price. A couple of weeks pass, transpires they’ve ordered my new broadband contract to my old address from over 17 years.

I have to reorder and get told I won’t have to negotiate the price and put through to sales. They wouldn’t reinstate the quote.

I call and explanation to Retentions the offer the price and the order in placed again.

wait in for installation. Nothing. Call in, issues with migration from BT to EE systems…. Order again. Having wasted 3 weeks.

Call up to check on progression so I don’t wait in unnecessarily. Order going ahead but price as not agreed. Told that once the instaallation has been completed they will amend the price.

Now over 10 hours of calls, price has not been amended and I cannot link my product to my account. Visit store, pointless, manager pointless and just reverts me calling in.

promised call backs, confirmation it will be resolved. Still incorrectly charged, price not amended and I cannot access my account to claim the other perks.

complaint raised over 2 weeks ago, no call back.

repeated calls and the same empty promises to resolve. Lad I spoke to today described the stores as ‘useless’ which I concur with. He also said red tapes stops this issue being resolved! Really.

now my intentions, get my service withdrawn as a breach of contract if not done within 7 days. Will EE reinstate my property to how it was before installation?

a joke… customer service clearly doesn’t exist within EE and not even the common courtesy for a manager to call me and resolve what seems like a simple issue!

Re: EE ever respond to complaints…

Minkey1 — Sat, 16 Nov 2024 15:56:43 GMT

All the above sounds very familiar to me. Had issues with every product. Was told to go into a store w ID. Whilst lad dealing with me tried his best, he couldn't input my passport and suggested I ring 150. His apparent manager sat head down fiddling with his phone whilst this was going on.

In the end I emailed a Complaint to CEO level. That got results, but a month on I still can't get back to the one stop shop app functionality I had with BT.

I have to pay 3 months phone bills minimum to prove my creditworthiness. I've only been a BT customer for 50yrs, after all. Virtual stranger, in'it. Not to be trusted. But I can be on the BB/TV side, where I pay them far more. Go figure.

Anyhoo, hope you get sorted, one way or another.

Out of interest, how did they get the wrong address? Did your BT record still include an old dormant account for a previous address?

Re: EE ever respond to complaints…

Chris_B — Sat, 16 Nov 2024 15:57:10 GMT

@pb1899 As you ordered this over the phone no store can help you as it wasn’t sold by a store. Customer support is a phone call not a store visit.

What does your contract say the pice is ? As that’s the contract you agreed too ? If you had this all installed as per your current contract that you agreed too I’m not sure what can be done as your trying to renegotiate the contract price that you agreed too. Where is the breach of contract? Unless you have this in writing that the price will be amended, do you ?

Re: EE ever respond to complaints…

Minkey1 — Sat, 16 Nov 2024 16:01:55 GMT

My word. Not only is EE clearly nothing to do with BT, EE bricks and mortars are nothing to do with the rest of EE.

Yep. If I wanted to create maximum customer dissatisfaction, that's exactly how I'd set it up.

Re: EE ever respond to complaints…

pb1899 — Sat, 16 Nov 2024 16:28:04 GMT

The issue with pairing my broadband product to my account directs me to the store to resolve. It’s the same company! Trying to distinguish them from online is unacceptable in the modern world. Why direct me to go to the store if they cannot help!

im not trying to negotiate the price, just get the price we agreed! I have the email with the price.they could t find this, and initially wouldn’t let me even forward the email. I then sent the email and was promised it would be resolved. It hasn’t.

its a joke.

Re: EE ever respond to complaints…

Chris_B — Sat, 16 Nov 2024 17:52:24 GMT

@Minkey1 EE stores are there to sell not deal with customer issues especially when it wasn’t a store sale. If it had been a store sale it would be different story as the store will have all the information on the sale and what might if been promised.

Re: EE ever respond to complaints…

Minkey1 — Sat, 16 Nov 2024 18:14:30 GMT

"The issue with pairing my broadband product to my account directs me to the store to resolve."

Issues with pairing/verifying were exactly why i was directed to our local store. And they couldn't help.

I'm a simple soul. To my mind, you provide shops, phone, and online. And let the customer choose the best option to suit their communication/sales/service needs at any given time.

🤷🏼

Re: EE ever respond to complaints…

pb1899 — Sat, 16 Nov 2024 18:00:27 GMT

Yeah evidently cop out by big businesses that have poor customer service lol

you use the brand you represent the company… you help solve the problem.

Re: EE ever respond to complaints…

Minkey1 — Sat, 16 Nov 2024 18:13:34 GMT

Well, there’s 2 of us right here, directed to stores for “customer issues”.

If the Stores operate a system walled off from the rest of EE, it’s a nonsense.

They’d do better to offer customers the channel they want, rather than set up a system to suit themselves.

No wonder everything’s sh*t these days.

Re: EE ever respond to complaints…

Minkey1 — Sat, 16 Nov 2024 18:18:55 GMT

“you use the brand you represent the company… you help solve the problem”

….and cement the relationship. Exactly.

Re: EE ever respond to complaints…

pb1899 — Mon, 18 Nov 2024 16:13:39 GMT

Email to director Saturday, called back Sunday. Executive complaints… finally got someone that sounds like they know what they’re doing. A promise to look into the issues and call me back before the end of the week. Fingers crossed.

im not that old and remember this sort of approach to a resolution used to exists… rather than the excuse of needing another department etc, the organisations like this must be so inefficient.

Re: EE ever respond to complaints…

Minkey1 — Mon, 18 Nov 2024 19:07:22 GMT

Yes, I emailed Fri, got a C/B the Saturday am. Since then the various issues have been ticked off 1 by 1, involving different areas. They cannot put 1 point of contact up.

Just the phone billing and app access now, waiting for a response from Exec Complaints.

‘m an old guy and life’s too short to put up with nonsense, whoever it is. If a coy’s main contact point doesn’t work, I’ll try Twitter/X, and failing that, ceoemail dot com. EE on Twitter just tried to push me back to 150.

I’m running at £90 compo so far, with talk of an addl £29 odd on top (no, no idea). I know being on a user forum can give a customer the wrong idea abt overall levels of customer satisfaction, but still. I’d be amazed if the average BT customer with more than 1 product was totally happy, at least in the early days 🤷🏼

Hope you get sorted.