topic Re: Re: EE persuaded me to switch to BT in Broadband & Landline

Re: EE persuaded me to switch to BT

Deb82 — Mon, 26 Sep 2022 07:24:05 GMT

I have had exactly the same problem. When EE switched me in store they told me the same. They said they would arrange the switch and I have the paperwork to support this. EE however refuse to end my broadband contract with them and so I am paying for EE and BT broadband. Whenever I try to speak to someone about this it does not get resolved. Spoke to a rude man from EE who claims it is my fault. They are still billing me. Been advised not to end my DD as then the account will close and I will not get any refund. EE sold me the broadband in store as part of a plan. They arranged the switch including installation date yet I was told by Ben it has nothing to do with them. My BT service is poor but at least their customer service advisors are not rude. BT have told me that EE are at fault as they sold the broadband. Clearly the advisors missold you and me the package. I have referred the matter to ofcom.

Re: Re: EE persuaded me to switch to BT

Christopher_G — Mon, 26 Sep 2022 07:29:40 GMT

Hi @Deb82

Welcome to the community.

I've sent you a private message to get some information from you. Please take a look and get back to me.

Thanks

Chris

Re: Re: EE persuaded me to switch to BT

Deb82 — Mon, 26 Sep 2022 07:30:36 GMT

You were missold. I was told exactly the same by EE sales assistant in the Merry Hill store West Midlands. More than a coincidence. I was told the same as you in October 2021. EE did the switch. The 18 month contract with EE had expired yet EE continued to take my money for EE broadband after the switch. Still being billed and they refuse to refund me money saying its my fault. Account remains open and I had an email on 23.09.22 referring to my next bill. I am going to contact my bank cancel my DD and ask my bank to recover the money they still continue to take from me.

Re: Re: EE persuaded me to switch to BT

XRaySpeX — Mon, 26 Sep 2022 08:56:44 GMT

@Deb82 : OFCOM don't handle individual complaints. You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form at the foot of the page.

Re: Re: EE persuaded me to switch to BT

tammclaughlin — Mon, 26 Sep 2022 09:20:49 GMT

Wow.
You should go onto twitter and complain and take this as high as you can.
This has to be illegal plus the customer service is shocking.
Even if it was your fault, they know you do not need to pay for 2 broadband
deals from the same
company. Someones job has to be on the line for this.

Re: Re: EE persuaded me to switch to BT

pip11 — Mon, 26 Sep 2022 11:10:18 GMT

It would be a mistake, it's happened a few times and always been resolved. The mods on the BT forum have done this a few times.

Re: Re: EE persuaded me to switch to BT

Deb82 — Mon, 26 Sep 2022 15:31:50 GMT

It might have been an error initially but how can it remain an error?
Please explain why a rude man at EE said it was my fault and I am not
entitled to any money which they took from my account after I switched to
BT. They refuse to close my account. The initially promised a refund but
that changed. I have asked repeatedly for them to close my account and to
stop taking my money yet they continue. I am ill with the stress of it all
and I have evidence on EE paperwork that they did the switch not BT.

Re: Re: EE persuaded me to switch to BT

Leanne_T — Mon, 26 Sep 2022 16:17:50 GMT

Hi @Deb82

I am very sorry to hear this.

Could I just check, are you being billed for EE Home Broadband and also BT Broadband?

Have you spoken to our broadband care team on 0800 079 8586?

Leanne.

Re: Re: EE persuaded me to switch to BT

Deb82 — Mon, 26 Sep 2022 18:59:49 GMT

Yes. I am being billed for both. Since October 2021. EE told me that it was
BT's fault because they did not issue a cease order but they did not need
to because the same line was being used. EE arranged the switch and I have
paperwork to prove this. I never approached BT and never wanted to switch
in the first place. EE even arranged installation yet they still take money
from me, refuse to pay me my money back and refuse to close my account.
They have now closed my complaint stating it has been resolved to
my satisfaction when it has not.

Re: Re: EE persuaded me to switch to BT

James_B — Tue, 27 Sep 2022 07:24:12 GMT

Hi @Deb82,

Please can you respond to our private message so we can help.

Thanks

James

Re: Re: EE persuaded me to switch to BT

Deb82 — Tue, 27 Sep 2022 13:14:00 GMT

If EE switch me to BT broadband and make all of the arrangements as part of my upgrade plan who is responsible for the switch? The paperwork is EE. 4 pages which even states installation date etc. They arranged everything but still continued to take money out of my bank account for EE broadband. EE blame me and BT and my account remains active. BT tell me otherwise. I just want the account closed and my money back!!!! I have been advised not to end my DD as I will not get refund and will face a penalty. BT advise end DD. Still being billed. Had message from EE only yesterday referring to my next bill which will be October. Have spoken to Ofcom who have advised. Now I need to take to Ombudsman. Have already submitted complaint to IPSA. Does anyone know how good these are in resolving disputes? One EE advisor even laughed and found situation funny. What is so funny about me being billed by EE and BT broadband? One advisor even asked if I was using both EE and BT. Yeah! I live on my own with one Router! May ask my dog if he has been using EE broadband on the quiet. He would have to disconnect BT box and find the EE box and plug it in. Not sure his paws would enable him to do this.

Re: Re: EE persuaded me to switch to BT

Leanne_T — Tue, 27 Sep 2022 14:37:10 GMT

Hi @Deb82

Could you please reply to the message we have sent with the details requested and we will certainly see what we can do to help.

Leanne.

Re: Re: EE persuaded me to switch to BT

Deb82 — Tue, 27 Sep 2022 17:04:19 GMT

I am happy to leave my number. The matter has been referred to ofcom and
IPSA. My number is xxxxxxxxxxxxx. I am reluctant to give case reference to
you as I know this will contain untruths. BT have advised me to obtain
recording of conversations I had last week with an advisor and team leader
because of what was said which is now being denied. I suspect it was not
recorded as I was contacted on a mobile phone number. I did have a witness
present. I also have conflicting messages from EE which I can use as
evidence.

Sorry but I had no choice but to approach Ofcom. The whole issue is making
me ill.

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]

Re: Re: EE persuaded me to switch to BT

XRaySpeX — Tue, 27 Sep 2022 15:34:56 GMT

@Deb82 : I think you'll find that either router will work on both BBs w/out even a change of BB creds. So you dog doesn't even need to get up to any tricks 😉 .

Re: Re: EE persuaded me to switch to BT

Deb82 — Wed, 28 Sep 2022 07:25:35 GMT

Hope all EE employees are having a nice day while I continue to have no resolution to my dispute with this awful company. Just to let you know if you replied and asked me to provide my personal details via private message thank you. I did do that and it would appear post has gone public. Stupid me I assumed the link private message would enable me to send a private message hence the link. Waste of time.

Re: Re: EE persuaded me to switch to BT

Chris_B — Wed, 28 Sep 2022 07:51:23 GMT

@Deb82 if you sent a private message it remains private it doesn’t go public. It’s only public if you post it on the open forum.

Re: Re: EE persuaded me to switch to BT

James_B — Wed, 28 Sep 2022 08:38:03 GMT

Hi @Deb82,

Click here to access your private message inbox, where you can reply directly to our message.

James

Re: Re: EE persuaded me to switch to BT

XRaySpeX — Wed, 28 Sep 2022 11:31:55 GMT

Where do you believe that info you sent by PM has been posted publicly? I can't see any info in your thread that you have not posted yourself directly to the thread.