topic Shocking customer service in Contracts & Billing

Shocking customer service

Dgr85 — Sun, 08 Dec 2024 21:21:05 GMT

I felt I should post something about my experience speaking to customer service today. My contract is coming to an end and my plan will increase by £8 a month so I called to move to a sim only plan. The person I spoke to first tried to sell me broadband (I guess to be expected) but then when I said that I wanted a monthly rolling sim only plan, because of my current circumstances, he said 'well that will cost you a lot more, if you're not going to show loyalty with a contract why should we invest in low prices.' I said that the rolling monthly was the best option for my circumstances right now and was there any way he could match the price I had seen on another network and he said, 'as I said, we don't invest in those plans so here's the price.' I felt like he was saying the quiet part out loud? I get that they want you on a contract but I'm also a customer who wanted to stay with the network but needed flexibility, and I was dismissed out of hand. I said to him no problem, I will take that for one month and move to another network after that and he actually said 'suit yourself.' Just so rude.

Re: Shocking customer service

Linzi_H — Mon, 09 Dec 2024 10:17:57 GMT

Hi @Dgr85

Welcome to the community!

I'm really disappointed this has been your experience when calling us to chat about your upgrade. Our team should absolutely be discussing all of the available options, and working out what's going to suit you best. If a 30-day SIM Only plan is right for you, then this is what our team should have suggested.

I'm shocked these comments have been made, and I would advise giving us a callback so we can investigate this further.

I do hope you'll consider staying with us, and I'm confident our team will be able to report this back through the correct channels.

Linzi

Re: Shocking customer service

Dgr85 — Mon, 09 Dec 2024 11:17:24 GMT

Would it be possible for somebody to give me a call? Or is there a specific
number I should call where I won't have to explain the complaint again?
Thanks.

Re: Shocking customer service

Linzi_H — Mon, 09 Dec 2024 11:31:12 GMT

The best number to reach us on is 150 from your mobile @Dgr85

Please let the team know what happened, and from there they will log this to your account for investigation.

Linzi

Re: Shocking customer service

Dgr85 — Mon, 09 Dec 2024 17:45:24 GMT

Sorry Linzi, I've now spoken to two further customer service advisors,
neither of whom seemed remotely interested in helping - just passed me
around from department to department and then back to upgrades where
somebody again tried to sell me broadband I didn't need. It's very clear
that EE have no interest in retaining me as a customer through decent
service and value for money. I'm looking forward to my contract ending this
week so I can change providers.

Re: Shocking customer service

Peter_W — Tue, 10 Dec 2024 14:16:36 GMT

Good morning @Dgr85, I'm disappointed to hear that you've still not been able to find a plan that fits your needs here.

Our team will always aim to find something that suits within the plans we have available, but it's not always possible for us to directly match plans from other providers.

Whilst rolling plans will tend to be a bit more than their fixed counterparts, an alternative to consider could be going for one of our fixed contracts, but should you need a new phone the option is there to upgrade early to a plan that includes a handset.

Peter

Re: Shocking customer service

Dgr85 — Tue, 10 Dec 2024 17:24:24 GMT

Not so much the plan, Peter, as that not a single one of your team wanted
to have a conversation about what would work best for me as a customer,
once they knew that I wasn't able to sign another contract (because I need
the flexibility due to changing circumstances). You've just done the same.
I wanted to discuss the rolling plans you have as I couldn't see them all
on the website, but nobody was interested. Honestly, this has all made me
feel so much better about switching providers, so thanks I guess!