topic Re: Failed service from reps in Contracts & Billing

Failed service from reps

Sweetness139 — Wed, 12 Feb 2025 16:18:14 GMT

Hi I need to raise a complaint in relation to mobile contracts and upgrades. I have already raised two complaints and yet still no resolution. I am fed up of repeating myself as I go through rep after rep.

who can I raise this complaint to of the next level please?

Re: Failed service from reps

Peter_W — Wed, 12 Feb 2025 18:41:52 GMT

Good evening @Sweetness139, welcome back to the Community.

I'm disappointed to hear you're not happy with how your complaint has been handled too, when you speak to us this should definitely be raised on your account, and remain open until resolved.

Was it over the phone you initially raised this, or via our online webform?

It's definitely worth having a look through our complaints code of practice if you haven't already, too.

Peter

Re: Failed service from reps

Sweetness139 — Wed, 12 Feb 2025 20:44:20 GMT

Hi there,

thanks for the response. My complaint has been logged with two different operators when speaking on the phone with them at EE.

Re: Failed service from reps

Michael_D — Thu, 13 Feb 2025 09:07:14 GMT

Thanks for confirming @Sweetness139

Have you had notification that the complaints were closed following the call?

They should have been left open until a resolution was agreed, and if there wasn't, it should have then been escalated to a manager.

Michael

Re: Failed service from reps

Sweetness139 — Fri, 14 Feb 2025 07:29:17 GMT

Hi Michael,

thank you for your reply. I haven’t had confirmation of any closure of the complaints but also I have had no further communication about them either. I have been waiting on a call back for over two weeks from the first and a week since the second. I don’t have the time to keep ringing and going over all of this again and again as I keep getting through to different people. Is there an email address I can send this through to to escalate my complaint? Thank you!

Re: Failed service from reps

Peter_W — Fri, 14 Feb 2025 09:54:11 GMT

Hi again @Sweetness139, if you check out our complaints code of practice, this gives an outline of our complaint handling process, along with details of how to escalate it should you wish, too.

You'll see our complaints email address listed in there, or alternatively we also have an online webform where you can raise this directly with our complaints team too.

Peter

Re: Failed service from reps

Sweetness139 — Fri, 14 Feb 2025 10:03:12 GMT

Thank you

Re: Failed service from reps

Sweetness139 — Mon, 17 Feb 2025 18:00:12 GMT

Hi Peter,

I have been on the phone to an ee representative for 1 hour and 18 mins today. Still no further on. I asked to speak to a manger repeatedly and I am still yet to. I have already sent an email to the email address given, no acknowledgment of this at all to date.
Today I asked to speak to another manager. Another person rug me back this afternoon but again was not a manger. I am having to repeat myself time and time again and it is not helpful and I am no further on than where I was! What’s the next step after the customer service email? Thank you!

Re: Failed service from reps

Peter_W — Tue, 18 Feb 2025 08:42:01 GMT

Thanks for the update here @Sweetness139, I'm disappointed to hear you've been struggling to get this complaint escalated.

If you sent this over to the email address listed on our complaints code of practice, this will be picked up by a member of our Executive Care team.

We recommend it can take up to 7 days for them to review your case and get in touch, but this is our highest point of escalation and they'll be able to make sure we've looked at the best options available to get things resolved.

Please keep us posted on how you get on 😊

Peter

Re: Failed service from reps

Sweetness139 — Tue, 18 Feb 2025 08:45:34 GMT

Good morning Peter,

thank you for your help. I feel really let down having been a customer of ee for over 23 years and orange before that! I just need one person to look at what has become 3 complaints rather than having to explain myself time and time again.
I really hope this gets looked at asap as his is not the kind of service I expect to receive as a loyal customer.

thank you!