topic Re: Complaints in Broadband & Landline

Complaints

Kath67 — Wed, 21 Aug 2024 10:12:12 GMT

I made a complaint about incorrect information I received on the phone from. Customer service advisor about the cost of terminating my contract which I took out with EE when my BT contract expired.

For some reason I was expecting same service but is really poor and not standard I have come to expect so I asked how much to terminate.

Totally wrong amount so I made a complaint which I received an email to say complaint had been closed with no statement as to what investigations were made and why the case has been closed. Anybody can just close a case and not have actually done anything.

i did call and ask why closed and the advisor said would send a message but another email arrived to say case had been closed…which actually is fairly typical of really bad general customer service as say will provide information or say will take action and nothing done and nothing happens and just frustrating

I do have a complaint reference but I cannot find a record of the complaint on my account.

I have closed the account and paid the final bill but I would like to take further, possibly Ombudsman but EE not really very helpful (obviously, as not really in their interest) but not sure what to do.

Can anybody provide any advice or had any similar experiences

Re: Complaints

JimM11 — Wed, 21 Aug 2024 12:04:55 GMT

@Kath67 Sorry not really much help with regards to anything complaints wise, links bellow may help.

Understanding your broadband complaint | Customer Care | EE

Regulatory documents and codes of practice | EE

Re: Complaints

evanwaugh77 — Wed, 11 Dec 2024 19:51:14 GMT

i would like to complain, payed bill in full in website and it said payment unsuccessful. checked bank payment ee bill money ok cool, now had text sayin gonna suspend service and cant speak to no one

really narked. tnx

Re: Complaints

JimM11 — Wed, 11 Dec 2024 20:09:28 GMT

@evanwaugh77 Link to form.

EE Complaints Code of Practice - March 2024