topic Re: Offcom deadlock letter in Orders

Offcom deadlock letter

YeurbJg — Tue, 30 Jan 2024 18:57:19 GMT

Having a complete nightmare with EE. Sales person in retention lied about contract on my phone and watch. Spent hours on the phone and told it has been rectified time and time again when if hasn’t. Any complaint opened gets closed without even speaking to me. Expected a call from “Gerard” a manger at 5 this evening that didn’t happen.
New phone not delivered-lost in transit with DPD. Again EE not interested.
Apart from tonight contacting Offcom and BBC RIP off Britain what else can I do??
Need a deadlock letter

Re: Offcom deadlock letter

XRaySpeX — Tue, 30 Jan 2024 19:00:23 GMT

Ofcom do not handle individual complaints.

You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks or deadlock letter beforehand you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

Re: Offcom deadlock letter

YeurbJg — Tue, 30 Jan 2024 19:13:27 GMT

Yep! Opened multiple formal complaints and they all have been closed without situation being sorted.
numerous members of EE’s own staff recommend I escalate if beyond EE.

No phone-possible stolen by DPD and not the contract I was sold for my phone or watch! Totally gas lighted by your sales rep in retention

Looking online it appears I am not alone in being scammed by EE.

Re: Offcom deadlock letter

XRaySpeX — Tue, 30 Jan 2024 20:05:58 GMT

Then escalate it to ADR.

Re: Offcom deadlock letter

bristolian — Tue, 30 Jan 2024 22:17:42 GMT

You will either need to obtain a deadlock letter from EE, or wait the required 8weeks (from the date of your first recorded complaint) and escalate to ADR as unresolved.

The Ombudsman Service tends to be quite strict with this, and (for the most part) rightly so.

Re: Offcom deadlock letter

Aaron-northants — Tue, 07 May 2024 04:20:21 GMT

Lied to from ee since day 1 about very poor Internet service every time I've complained been lied to and told.im receiving something I'm not wether that's vi's ethernet or wifi I'm now outside My cooling off period as they were full of false promises I've had lies from engineers billing technical and official complaints that have come back as resolved when they haven't in the slightest been resolved

Now it's time for the ombudsman.