topic Poor customer service in Broadband & Landline

Poor customer service

Michaelbroadway — Fri, 19 Jul 2024 13:36:49 GMT

Moved from BT to EE after getting terrible service and being without broadband for weeks but things have got worse must be on my 4th complaint as they cancel the original complaint and pass the buck to someone else and this week had to raise a further complaint on the mobile after they charged me over £250 for merging my wife’s mobile to my account. Been waiting for a hybrid connect for months and everyone says it’s on its way then again there is system problem as I had an account with BT. Manager had failed on two occasions to phone on agreed date and can take over an hour when you phone them I have now given up calling them as it’s just a waste of time

Re: Poor customer service

Katie_B — Fri, 19 Jul 2024 15:43:24 GMT

Good evening @Michaelbroadway.

Thanks for coming here.

I am sorry to hear about your recent experience with EE.

Has a member of our billing team been able to look into the £250 charge on your account?

Was a manager calling you back in regarding to Hybrid Connect?

Katie

Re: Poor customer service

Michaelbroadway — Fri, 19 Jul 2024 16:17:27 GMT

Katie

I was advised that the investigation would be completed this weekend regarding the refund

in respect of my hybrid I believe there is another week of investigation required but regarding my complaint I have not been updated at any point despite being given callback appointments the last call I had I was advised that the failure to update was not within your normal customer service

michael

Re: Poor customer service

Katie_B — Fri, 19 Jul 2024 16:21:53 GMT

Thanks for getting back to me @Michaelbroadway.

I'd recommend waiting another day or so for this investigation to complete.

If you have still not received a call back or an update by Sunday please come back here and let us know, we will then be able to get this looked into further.

Katie

Re: Poor customer service

Michaelbroadway — Sun, 21 Jul 2024 11:14:56 GMT

As expected no update on either issue will call EE on Monday

michael

Re: Poor customer service

Michaelbroadway — Sun, 21 Jul 2024 20:15:01 GMT

No surprise that they close the complaint with no resolution or contact seems to be normal pratice for this company

michael

Re: Poor customer service

Leanne_T — Mon, 22 Jul 2024 11:13:54 GMT

Hi @Michaelbroadway

Thanks for coming back to us.

I am sorry to hear this, have you spoken to our broadband team since you last posted?

Leanne.

Re: Poor customer service

Michaelbroadway — Mon, 22 Jul 2024 14:27:56 GMT

I have spoken to various teams and the outcome was that the complaint was cancelled in error by Joel, this related to the hybrid not the mobile, no surprise there, the bills team have still not listened to the call

the outcome was that they are sending me a mobile hybrid for which I have to have refunded every month that this goes on for will require another call

The hybrid complaint has been reinstated for the forth time with no idea of completion or if the people dealing with complaint will actually contact me

This call took over one hour and went through 4 colleagues

I have to laugh at the start of each call which states how you give a great customer experience that is a complete joke

Not expecting any response anytime soon

Michael

Re: Poor customer service

Leanne_T — Mon, 22 Jul 2024 14:45:41 GMT

Hi @Michaelbroadway

Thanks for getting back in touch with us

If the guide has opened a complaint for you today, this will be looked into by the relevant team.

You can find details on our Make a complaint (ee.co.uk) page.

Leanne.

Re: Poor customer service

Michaelbroadway — Mon, 22 Jul 2024 14:52:29 GMT

Sent from my iPhone

Re: Poor customer service

Leanne_T — Mon, 22 Jul 2024 14:56:21 GMT

Please keep us updated with how you get on @Michaelbroadway

Leanne.

Re: Poor customer service

Michaelbroadway — Mon, 22 Jul 2024 14:57:39 GMT

I really don’t think you understand the guy who reopened it was not the person or manager dealing with the original complaint he could not believe the reason Joel gave to close the complaint as it was not linked the issues that has caused all the problems with my account have various connections to other accounts in my name

To be honest nobody ever gets back anyway so it really does not matter who deals with it as I’m stuck till my contract expires

Michael

Re: Poor customer service

Leanne_T — Mon, 22 Jul 2024 15:09:46 GMT

I am very sorry to hear this @Michaelbroadway

Was the complaint reopened today for you?

Leanne.

Re: Poor customer service

Michaelbroadway — Mon, 22 Jul 2024 21:27:33 GMT

The complaint was reopened as I said for the fourth time. This was started in June although it was previously closed before this

The replacement of this mobile hybrid is a short term fix which hopefully will only be required for a month but if honest I don’t believe it

michael

Re: Poor customer service

Leanne_T — Tue, 23 Jul 2024 06:58:06 GMT

Thanks very much for coming back to me @Michaelbroadway

If this has been reopened for you, please allow 7 days for the team to get this looked into and get in touch.

Please keep us updated with how you get on.

Thanks.

Leanne.

Re: Poor customer service

Michaelbroadway — Fri, 26 Jul 2024 16:31:12 GMT

I have been advised that the Manager has closed the complaint regarding the mobile bill payment without any contact with myself in respect of the review of the original telephone call. I have been advised that my account has had an adjustment but this action is not required as the money is required back on my bank account. I have requested a call back but so far nothing has been received

michael