topic Complaint since June 2024 in Contracts & Billing

Complaint since June 2024

MD2025 — Sat, 22 Feb 2025 23:09:50 GMT

June 24- Feb 25. A dozen complaints started and an executive complaints team involved but still no resolution. Don’t call back. Can’t get hold of them directly. Numerous on line chats. I think we have been more than patient. I’m off to Mark Allera and to the ombudsman. The documents I have are as thick as the old fashioned yellow pages. EE and BT have been awful but the most annoying thing is the wall and the staff not taking ownership. I’ve never been rude but I think 8 months complaining is long enough.

Re: Complaint since June 2024

Northerner — Sat, 22 Feb 2025 09:45:37 GMT

Hi @MD2025

Escalate your complaint to the ombudsman then depending on the outcome move on.

Thanks

Re: Complaint since June 2024

MD2025 — Mon, 24 Feb 2025 07:45:15 GMT

It was 2 weeks ago today the executive complaints team were supposed to call me back. A week ago since I called to ask why they haven’t and customer services said they would send a IM to them. So seeing as they have taken nearly £300 from us and not refunded it and my monthly fee is different every month and not as agreed and it’s been going on for 8 months it’s time for a very very long letter to the ombudsman and the CEO.

I would never ever recommend EE to anyone.

Re: Complaint since June 2024

bristolian — Mon, 24 Feb 2025 08:08:52 GMT

Given that the Executive Complaints Team are effectively the final point of internal escalation, writing to the CEO will just be passed onto the ECT.

Your complaint remains unresolved after 8 weeks, so referral to external arbitration is the way to go. Their decision will be binding on EE.