topic Re: EE Complaints in Contracts & Billing

EE Complaints

ckmetr3 — Thu, 06 Mar 2025 13:44:36 GMT

Is there a proper contact for EE Complaints, I have tried for 6 WEEKS now trying to resolve the situation and it is very, very apparent EE do not care about customers especially those who choose to leave. I needed to keep my old number as a matter of urgency and they have failed to help me.

You would like to think that after explaining my WIFE HAS BEEN BATTLING CANCER FOR 7 MONTHS AND IS NOW DUE A MAJOR OPERATION they would be falling over to help you.

NO! Instead they escalated this to a DEBT RECOVERY AGENCY this is disgraceful way to treat anyone let alone someone that was paying £75 a month for 2 years on a business contract. This was paid on time all the time, don’t be fooled that a Business Manager will be of use they do nothing.

There must be someone that can help this is serious stress I can deal without

So after being a local

Re: EE Complaints

Chris_B — Thu, 06 Mar 2025 13:49:45 GMT

@ckmetr3 Have a read of THIS hopefully you’ll get this resolved.

Re: EE Complaints

Christopher_G — Thu, 06 Mar 2025 13:58:54 GMT

Hi @ckmetr3

Welcome to the community.

I'm sorry to hear of your wife's illness and that she is undergoing surgery soon. I hope it all goes well and wish her well with her recovery.

I'm going to send you a private message to try and get you some help with this. Could you take a look at your community inbox and get back to me please?

Thank you.

Chris

Re: EE Complaints

ckmetr3 — Mon, 10 Mar 2025 11:19:13 GMT

This still has not been addressed and what I feared would happen has happened. It was so important that I sorted out my old phone number before my wife’s surgery and EE let me down again.

My wife has had complications with her surgery it has made it extremely difficult for me to make contact or to be contacted by others. I NEED A NUMBER OR CONTACT SO I CAN SORT THIS!!!

I urge people not to use EE to be treated like this is absolutely disgraceful, I do not need this stress whilst my wife is still in Hospital. Can someone please advise how I CAN TAKE ACTION AGAINST EE this should not be allowed to happen

Re: EE Complaints

Katie_B — Mon, 10 Mar 2025 12:05:48 GMT

Hi @ckmetr3

I'm really sorry to hear there have been complications with your wife's surgery. I hope she's OK. I want to ensure that this is being picked up by our complaints team with urgency.

I have sent you another private message, please take a look when you have a moment.

Katie

Re: EE Complaints

ckmetr3 — Mon, 10 Mar 2025 13:25:01 GMT

Im sorry this has been going on for nearly 8 weeks, I have received a letter from a Debt Recovery Agency which has affected my credit rating. This is not acceptable to treat any customers like especially with what is going on, how can I look after my wife properly with all of this going, EE do not care about their customers.

Re: EE Complaints

Katie_B — Mon, 10 Mar 2025 13:48:12 GMT

Hi @ckmetr3.

Have you been able to check the private message I sent you?

Katie

Re: EE Complaints

Gigi50 — Mon, 10 Mar 2025 14:01:50 GMT

Typical EE , totally uninterested in “Customer Service “

Re: EE Complaints

ckmetr3 — Mon, 10 Mar 2025 14:05:38 GMT

This ?

I have chased this for you and asked our Executive Complaints team to pick this up with urgency. This means someone should be in touch very soon

Doesn't mean anything do you think this is acceptable? I am going to find other contacts through LinkedIn I would like to ask a Director if he/she thinks this acceptable too, I just need this closing out and any footprint on my credit file removed

Re: EE Complaints

ckmetr3 — Mon, 10 Mar 2025 14:23:51 GMT

Yes I paid my contract on time all the time for 2 years, I did not wish to carry on the contract and told EE that too. As you can imagine when your wife has been battling Cancer for 7 months it turns your world upside down, they tried to charge me 2 months which Im disputing but no one has resolved and now gone to a Debt Recovery Agency. I needed my old number for my wife’s Doctors and carers but they have not helped, my wife is in hospital recovering from Major Surgery this is absolutely disgusting way to treat customers

Re: EE Complaints

ckmetr3 — Mon, 10 Mar 2025 14:25:20 GMT

I think you have not helped at all so will now take up with Ofcom

Re: EE Complaints

Peter_W — Mon, 10 Mar 2025 15:07:02 GMT

Hi again @ckmetr3 .

I really appreciate the urgency of your query here, and whilst I can see that you're not happy with how things have been going so far, I'd like to reassure you that I can see @Katie_B chased this again, so I'm confident you'll have an update soon.

Executive care are our highest point of escalation, so I'm confident they'll be doing all they can to get this resolved.

If it did get to a point that you were still unhappy though, this would then be taken to deadlock, and you're welcome to raise this with the Ombudsman for independent review.

You can find all of the info you need on this within our Complaints code of practice.

Peter

Re: EE Complaints

ckmetr3 — Tue, 11 Mar 2025 10:24:40 GMT

Peter

With all due respect you really don’t appreciate the urgency of my complaint. It’s been over 8 weeks, 8 weeks is the Cut Off and with how EE have been so far I can only see this going to Deadlock. If you don’t have the empathy to deal with my situation then I don’t see this happening at all, this is a disgraceful way to treat customers