topic Re: Repeated suspicious calls and unresolved complaints in Security

Repeated suspicious calls and unresolved complaints

ElleY — Mon, 18 May 2026 14:41:56 GMT

I note that this is from 2024. I can confirm that it is now 2026 and the same thing is still happening. I think these staff members believe it's some kind of joke on unsuspecting customers. You get a call from someone - of course we have no departments and no surnames so no real idea of who we are speaking to - they say that due to your numerous complaints it has been picked up as 'a red flag' and they want to help you. This was Andrew. They are extremely friendly and personable and if you are like me, you fall for it. They promise you a new contract with a new set-up for digital voice and broadband but there is never any date or concrete information. They then tell you that someone else will call you as they are able to obtain good deals for you via this other person. This was Josh. No-one knows which Josh this is or where he is based or what he does. The other person never calls. No-one has heard of him and there are no records of any of these promises anywhere on you account or on the EE system.

This is really disgraceful and I believe it is a sort of game played by staff, probably particularly on what they think are elderly women who are a bit clueless. I am so pleased to have provided amusement. I am not clueless and having been strung along for two weeks it will now take time for a changeover to another provider - yes of course I'll be changing over. Whereas it could have been seemless (and I bet the EE people know this will happen due to stringing you along until it's too late, I will now have to wait over two weeks for the process to take place due to this Andrew (from the Red Flag Department - is that in Russia? - pretending to be helping me.

I have been an EE customer since its inception from the Orange days but apparently EE doesn't want us anymore. I feel as if I have been treated like a mouse being taunted by a cat. What kind of organisation lets staff do this to customers and ensures that there is no record of anything of this having taken place. Shame on you EE. You couldn't make it up!

[Mod edit: added title]

Re: Repeated suspicious calls and unresolved complaints

Ritu_D — Mon, 18 May 2026 09:12:34 GMT

Hi @ElleY

Welcome to the community.

I am gutted you have had a bad experience when signing up for a new deal with us, this is not what we would expect.

I am confident we can turn this around.

I would definitely recommend you Contact Us to speak with one of our guides to see if we can get this resolved for you.

Or alternatively, if you prefer you can Make a Complaint via the online form.

Thanks

Ritu

Re: Repeated suspicious calls and unresolved complaints

XRaySpeX — Mon, 18 May 2026 10:44:57 GMT

@ElleY : What no. was the call from? Report spam calls by filling the form @ https://www.bt.com/exp/help/contact-bt/form/scams

Re: Repeated suspicious calls and unresolved complaints

ElleY — Mon, 18 May 2026 12:13:35 GMT

None of these replies is in any way helpful. This is the sound of me walking away: hop, skip and a jump with happiness.

Re: Repeated suspicious calls and unresolved complaints

ElleY — Mon, 18 May 2026 12:15:45 GMT

PS. Forgot to add the great big laugh in response to you Ritu whoever you are and wherever you may be. HA HA HA........ad infinitum.

Re: Repeated suspicious calls and unresolved complaints

Ritu_D — Mon, 18 May 2026 12:27:39 GMT

Hi @ElleY

I apologise if none of the information given was helpful, here on community we try to provide relevant information and support.

Unfortunately we do not have access to customer accounts via the community and given the circumstances calling in or raising a complaint seems to be the most viable option we can offer.

If you prefer, I can take more details from you and escalate this to our executive team.

Thanks

Ritu

Re: Repeated suspicious calls and unresolved complaints

ElleY — Mon, 18 May 2026 13:13:55 GMT

Been talking to a person I believe is a scammer. The only way he could have known that I had made more than one complaint and then accessed my phone number was if he works for EE. He was able to book an Openreach appointment so he may have mates at Openreach. All the time I have been speakng to EE about this, sending complaints and asking for help, not one of them suggested that it might be or was a scam. I now have no new contract and am trying to move to another provider late in the day. I consider myself knowledgeable regarding possible scams, but when someone has access to information that could not have been obtained elsewhere this means it is an EE security breach and have done nothing about it. I also spoke to two women who sounded as if they were South African who tried to sell me packages rather than solve the problem. However, all I got was a text saying that I could not have an engineer as I did not have a contract, which was not true. There is no record of any of these calls anywhere. What a shambles.

Please don't someone send me a link or suggest I phone EE as it just goes round in circles and from this forum it appears that this is a regular thing with data breaches all over the place.

Re: Repeated suspicious calls and unresolved complaints

ElleY — Mon, 18 May 2026 13:15:47 GMT

Just got yet another text saying that my complaint has been closed, yet none of them have ever been addressed. How about the hackers at EE. I have no idea who else is going to phone as I am getting odd calls that hang up when I try to answer or others where when I try to call back they are unobtainable.

Re: Repeated suspicious calls and unresolved complaints

ElleY — Mon, 18 May 2026 13:21:41 GMT

Tried to send a scan report but this doesn't work unless you have the caller's number and I did not feel the need to know and was told that we cannot call back EE staff. My phone only shows the last number that called so it was not possible to trace it. However, as EE has my phone record they should be able to trace these. The first one was between the 7th and 8th May 2026 and the last one was on the 12th May 2026. I cannot identify them on my bill which leads me to believe that they have access to the EE system as a number should be listed. As this is so serious I think I should report it to the BBC so that they can address it and warn people on their programmes as EE have done nothing and make it impossible to actually get anything addressed.

Re: Repeated suspicious calls and unresolved complaints

ElleY — Mon, 18 May 2026 13:25:45 GMT

What details do you want? I thought it had already been escalated but it seems that I have been scammed. Please see my newer entries on this site. I was trying not to engage here but no-one else does. Can you imagine what it is like when after nearly two weeks you suddenly realise that you have been talking to a scammer but no-one at EE has addressed the issue or even suggested that this is the case? I don't want to pull out the 'old and ill' card but my bp has been through the roof due to this. I wonder what the executives at EE would think if this had been their mother, sister, grandmother, aunt.........

Re: Repeated suspicious calls and unresolved complaints

ElleY — Mon, 18 May 2026 13:27:10 GMT

This needs to be a prive conversation. For all I know I have been scammed through this site.

Re: Repeated suspicious calls and unresolved complaints

ElleY — Mon, 18 May 2026 14:59:26 GMT

I have said all I need to in my reviews on the forum. As someone at EE has
hacked my account and no-one even thought that this might be the case, I am
appalled that EE customer service is so poor that no-one has taken any
notice of my repeated complaints about the person concerned, who goes by
the name of Andrew and claims to pick up 'Red Flags' when someone has made
more than one complaint. His promises included arranging for my digital and
broadband switchover, including an engineer visit and a phone. However, he
could not give me a date for this and said that he would speak to someone
in Sales called Josh who would work out a good package for me to match that
offered by Vodafone as I didn't want to leave EE but the new contract had
gone up a lot. Whenever I asked about contact details he said that
customers could not call in to staff, which I believe it actually true. I
asked what I was supposed to do if things went wrong, i.e. I didn't hear
from this Josh and he said he would call me again this week to check back.
However, no-one has heard of him. I spoke to one person who said she found
an Andrew and sent him an email, but does not know if it's the right one,
and why would she. There are probably dozens of Andrews and Joshs.

Only someone who can hack my account or probably works for EE would be able
to do this and then cover their tracks, as it has been impossible to
discover the numbers they are phoning from. I am now left high and dry as
all the phone numbers and contact details supplied by anyone at EE go round
in the same circle. I have never ever come across such a lack of customer
service and am amazed that it goes on. Someone at EE needs to sort this
out as I am not the only one receiving calls from people claiming to be
from EE as these people could only have obtained our phone numbers and the
fact that we have been in touch with them on the secure complaints page if
the had hacked EE. As I am an EE customer and signed have an account I see
no reason why you cannot escalate this without me disclosing private
information on a non-private email. I await to hear what you actually
intend to do. Meanwhile I have put a warning on Trustpilot to hopefully
save others from this awful unacceptable situation.

I do hope this is clear enough for you. Sarcasm? Indeed!

Laura

[Mod edit: surname removed per community guidelines on personal information]

Re: Repeated suspicious calls and unresolved complaints

Rach_H — Mon, 18 May 2026 16:29:17 GMT

Hi @ElleY,

I've popped you through a Private Message so we work to get this resolved for you.

Rach