topic Re: Expert Squad subscription in General Chit Chat

Expert Squad subscription

Id-y-ffid — Fri, 13 Sep 2024 15:58:19 GMT

In a recent ee/bt online chat which the ee operator was obviously tired of, I was referred to Expert Squad to solve issues I had with wifi. I was not made aware of the fact that Expert Squad are not part of ee/BT, I thought perhaps a department of tech experts within ee/BT but there would be a one off, refundable payment of £1 due for the service. Eventually the Expert Squad operator made it clear that they were not ee or BT and I terminated the chat.

I now discover to my suprise that I have subscribed to an Expert Squad plan for a monthly payment of £24! In applying to them for a refund I have been offered a £12 refund of the £48 I have paid with no opportunity to appeal.

I am obviously not happy with ee/BT for referring me in such a manner, nor am i happy with the way Expert Squad has dealt with my situation.

Has anyone had any similar experiences?

Re: Expert Squad subscription

Peter_W — Sat, 14 Sep 2024 13:36:15 GMT

Good afternoon @Id-y-ffid.

Thanks for taking the time to highlight your experience here.

I'm not familiar with the 'Expert Squad' that you're referring to here, so this is definitely something I'd like to get investigated for you further.

I'm going to send you over a private message so we can get a few more details and ensure this is fed back.

Peter

Re: Expert Squad subscription

Kez62 — Thu, 03 Oct 2024 12:38:59 GMT

Hi , yes i have recently .

We bought a ee mobile wifi for when qe go away.

When we came to top it up , it took my £30.00 but didnt allow us to access wifi. After going to an ee shop for support we were told by the shop that ee wants us to sign up to a monthly plan .

I contacted ee via chat line and they transferred me to expert squad ( who i also thought would be part of ee)

I didnt ask to be transferred the operator did it and hung up

I was charged £24.00 which i didnt know was going to happen and now they say ive subscribed ( no i didnt ) and they have taken a further £24.00

Re: Expert Squad subscription

Chris_B — Thu, 03 Oct 2024 12:48:07 GMT

@Kez62 Do you have the link you used to this live chat ? Was this via your EE account ?

Re: Expert Squad subscription

Kez62 — Thu, 03 Oct 2024 12:53:03 GMT

Yes chris , i believe it was via EE account

Re: Expert Squad subscription

Chris_B — Thu, 03 Oct 2024 13:04:53 GMT

@Kez62 The problem I see here is that live chat isn’t available to PAYG customers and live chat is only accessible via the EE app.

Re: Expert Squad subscription

Id-y-ffid — Sun, 06 Oct 2024 08:55:55 GMT

I don't think so. As in my experience, Kez62 has been transeferred to Expert Squad by ee without being told that they are an external agency, and that they will extract £24 pcm for a service Kes62 didn't ask for and don't need.

If you take a peep at online reviews of Expert Squad, you will see that this is not uncommon.

Re: Expert Squad subscription

Chris_B — Sun, 06 Oct 2024 09:41:15 GMT

@Id-y-ffid You don’t think so, I know that live chat isn’t available to PAYG customers and you can argue that as much as you like.

Seeing as yourself and @Kez62 are the only 2 to have ever mentioned this on here and I’ve never heard of them Even when you do a google search this is the only thread that comes up. Im going to ask are you 100% certain the live chat you had was with EE before you got transferred to Expert Squad because I see this when I search Expert Squad

and this isn’t EE it’s Expert Squad and they have nothing to do with EE.

Re: Expert Squad subscription

Id-y-ffid — Sun, 06 Oct 2024 10:45:50 GMT

No I DON'T think so 😂 as this is not my experience. You are obviously very knowlegable and feel very strongly on the matter, however you do assume some things. I am not an ee payg customer, and it was definately an ee operator who referred me.

Look at Expert Squad reviews on Trustpilot they have a 26% 1* rating, many of the negative reviews refer to similar experiences as the above. My beef with ee is that they refer customers to a company who many have serious issues with.

This matter is being looked into by the ee community support team, who seem to take it seriously, even if you dismiss it out of hand.

Re: Expert Squad subscription

WillKirk — Sun, 06 Oct 2024 11:03:16 GMT

There are a lot of scam ‘companies’ taking out seemingly legitimate adverts making claims. This isn’t the first time I have seen this. I saw it on a YouTube ‘catch the scammer’ video where the ‘company’ takes out adverts that are always at the top of your search results. The adverts will claim (incorrectly) that they are this legit company’s tech support (I think expert squad and geek squad may have been the actual ones), and they then pretend to be EE or whoever and then charge you for the ‘squad’ bit but were never legit at all. Instead working out of Asia in scam call centres. I think if you research it a bit you’ll find this.

It is therefore quite likely you were never speaking to EE but instead to this scam centre claiming to be tech help.

Buyer beware. When searching, never click on sponsored ads in the search results. Always check the URL in your browser is actually the company you think you are speaking to. And I have never had BT or EE or Plusnet or Openresch shove me off to a third party in all the years I have had quite in depth technical discussions with them (being tech people of the BT Group).

Re: Expert Squad subscription

WillKirk — Sun, 06 Oct 2024 11:10:22 GMT

Besides. ‘Expert’ Squad stinks of a rip off of Geek Squad and ‘Best Coffee, Bro! Ever’ - like the rip off superman figure that was called: Special Man - it’s a name a scammer would also choose. Doubt there is an expert among them.

Re: Expert Squad subscription

Chellefish54 — Fri, 18 Oct 2024 18:16:53 GMT

I too recently rang eye to sort out my broadband and was put through to ‘expert Squad’ nothing was ever mentioned from Ee or Expert Squad about signing up with them, yet today they have taken £24 taken! Unbelievable that they can do this. I am trying through the bank to get them to refund but how can they do this in the first place?
michelle

Re: Expert Squad subscription

Chris_B — Sat, 19 Oct 2024 06:18:37 GMT

@Chellefish54 What number did you call ?

Re: Expert Squad subscription

Chellefish54 — Sat, 19 Oct 2024 06:31:35 GMT

I rang 150

Re: Expert Squad subscription

P0ppyC0ck — Sat, 19 Oct 2024 14:23:05 GMT

Yes, I also have had the same experience & have just been trying to discover what an earth the £24.00 is doing as a pending payment for Sept.

I am trying to block the payment as most suspicious.

I totally agree that it was totally wrong for BT/EE to set up the advice with them.

I have been on touch with my bank as didn't recognise the payee & trying to block the payment. ...

Not happy!

Re: Expert Squad subscription

P0ppyC0ck — Sat, 19 Oct 2024 14:43:50 GMT

Having commented just now that I also have had similar experience & was totally puzzled by the £24.00 payment out of my current account yesterday. I have been in touch with my bank who helped me check out that this was a subscription as I was concerned it was a scam.

I have now searched on line for expertsquad to find this info & telephoned for advice. My account was found and I am hopeful that the £24.00 will be refunded & I was informed that the monthly subscription would be stopped as from now!!

Billing support

For inquiries about payments, please reach out to us:

Phone number: +44 808 175 1784

Email: billing@expertsquad.com

Customer Support

For questions about our services, feel free to contact us:

Phone number: +44 808 175 1784

Email: help@expertsquad.com

Re: Expert Squad subscription

Alex_H — Sun, 20 Oct 2024 13:20:39 GMT

Hi @Chellefish54 and @P0ppyC0ck,

Welcome to the EE Community

I am going to send you both a private message to get more information on your experience being referred to Expert Squad so we can investigate what has happened.

Alex

Re: Expert Squad subscription

A-L — Mon, 21 Oct 2024 18:17:22 GMT

Exactly the same, and have you escaped ?? Or had a refund.

Re: Expert Squad subscription

Tintuc2 — Mon, 02 Dec 2024 18:16:11 GMT

I have just discovered exactly the same as above, so they are still doing this 2 months on. I want my money back and the "subscription " cancelled. Very angry that companies are allowed to do this!!

Re: Expert Squad subscription

Leanne_T — Tue, 03 Dec 2024 10:08:37 GMT

Hi there @Tintuc2

Thank you for coming to the community.

I am sorry you have been charged for an Expert Squad subscription, were you referred to them following a chat or call with us?

How long have you been charged for the subscription?

Speak soon.

Leanne.