Disappointed with ee executive complaints

[7112]

@EEcust 

Disappointed with @EE — charged us for services we never received, ignored multiple complaints, and offered zero support. Completely unacceptable service. Customers deserve better. #CustomerServiceFail

[7112]

@EE has been one of the worst service experiences we’ve had — charging us without delivering, ignoring complaints, and offering no resolution. This is not how customers should be treated. #PoorService #EE

[Michael_D]

Hi @7112 

Welcome to the community.

I know it can be a shock to see unexpected charges and to feel that your complaints are being ignored.

You'd mentioned that you were disappointed with our Executive Complaints team. Have you spoken to them and have they issued a deadlock letter?

Michael

[7112]

Hi Michael,  thanks for reaching out.

I have been in communication with them for the past 2 weeks and promised a letter.  Waiting and wasted lot of my time. 

[Michael_D]

They would be the highest level of our complaints process @7112. 

If they are unable to come to a resolution with you about the complaint, then they would issue the deadlock letter so you can take your complaint to the ombudsman.

There is more on this process in our complaints code of practice.

What was mentioned in your last discussion with the Executive Team?

Michael

[7112]

Yes it is, then why are they sitting on my complaint without any further information.Ghosted 🤔 

[Michael_D]

I really couldn't say what is happening @7112, as we don't have access to your account to view the complaint.

If you have been given any contact details by the Executive Team, you can contact them to discuss it further, or if not, contact our customer service guides, who can access your account to see what is happening. 

Michael

[7112]

I have given all my details to the ee executive team. Spoke to one Ian and all recorded. Sent from my Galaxy

[Michael_D · Accepted solution]

I appreciate what you are saying @7112, but we cannot see any of this on the community.

If you haven't had an update or a deadlock letter, the best option would be to reach out to the Executive Team again if you have contact details, or speak to our customer service guides so they can view the complaint on your account.

Michael