topic Re: Account closure complaint in Broadband & Landline

Account closure complaint

LainzzeGal — Tue, 22 Aug 2023 15:07:13 GMT

Hi, I cancelled my EE broadband in March and was told my account would be closed and a final bill issued.

It is now nearly September and I still haven't received this or the refund I am owed.

I keep receiving bills and demands for payment (including a late payment fee).

I have called several times (sitting on the phone for nearly an hour each time waiting) and was told each time that the cancellation was in progress and that they are waiting for Openreach.

The agent confirmed that billing was still active on my account.

They said that tickets were issued to the technical team and accounts department for review.

I was advised to cancel my direct debit and said they would mark the issue as an honoured dispute on their system but my credit score reads differently.

I'm reluctant to call again because of the long waiting time and wish to progress the matter as a formal complaint.

How do I do this?

I have searched for the EE complaints policy on the web but get no results.

Re: Account closure complaint

XRaySpeX — Tue, 22 Aug 2023 15:57:54 GMT

@LainzzeGal : 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: Account closure complaint

Katie_B — Tue, 22 Aug 2023 16:45:37 GMT

Good evening @LainzzeGal.

I am so sorry to hear this is happening and of course this needs to be looked into further.

I can see you have already been provided the link for our complaints form but I would also recommend getting back in touch with technical care. Our credit team will also be able to take a look into this for you for any wrong markings on your credit report.

Katie

Re: Account closure complaint

lez632 — Wed, 23 Aug 2023 08:09:24 GMT

Get in touch with Ofcom, they deal in this sort of thing.

Re: Account closure complaint

XRaySpeX — Wed, 23 Aug 2023 09:50:01 GMT

@lez632 : No, they don't, individually!