Review

[asanders95]

Hi there - I am not sure how to leave a formal review so please pass this onto the relevant people. I have recently had the WORST customer service experience of my life with EE (one of your team dropped my phone and cracked it & I was then told I had to pay to replace it). I have never felt so upset and frustrated with a company I have been a loyal customer to for so long. But the point of writing this review is to let you know that there are only TWO people on your team who are the reason I am still with EE - Malcolm and Daniella from EE White City in Shepherd's Bush were BEYOND kind and understanding and unlike the rest of your team (EE Oxford Circus being the main culprits) who did not know what to do due to lack of training so instead told me they couldn't help and left me in tears, Malcolm and Daniella went out of their way to look into all options and deliver me the best customer service I have received in a long time. They are the ONLY people I met in my 6 months of dealing with this problem at EE that hold up the "best customer service in the UK for 10 years running" standards that EE like to report every time you call them with a problem they don't help you with. Malcolm and Daniella - THANK YOU for all of your help! I cannot tell you how much I appreciated it. You are beyond brilliant at your jobs and EE are very lucky to have you!

[Christopher_G]

Hi @asanders95 

Welcome to the community.

I'm delighted to see that Malcolm and Daniella were able to help you in such a manner. It really is brilliant to read how helpful they've been.

I'm really sorry, however, to read of your other experience. If you could fill in our complaints form, a dedicated team will look into this and contact you back to discuss further.

Chris

[Opt117]

They gaslighted me to protect a fraudster that ordered a very expensive phone and plan on my behalf, while EE was trying to pretend that I placed the order. When it turned out that they obviously knew fraudulent activity was the case, they did not allow me to close my account or provide me with my PAC so I could move my contract to a different provider. To make things worse, they did not inform me about fraudulent activity on my account,till after I complained about this. Instead, they told me that I would have to call them when they sorted their "mistake" to close my account and receive my PAC. True to their incompetence and not being true to their word, they proceeded to close my account and make it impossible for me to receive my PAC and maintain my phone number. Due to two level authentication, this has caused me monumental problems with my work and personal life. However, I kept screenshots from all my correspondence with EE, which I intend to collate in my complaints with the Ombudsman and trading standards. Hopefully this will make it a bit harder for them not protecting their customers' rights and being flippant and unprofessional. Saying this, EE seems to be absolute scamsters and for them claiming that they have the biggest network in the UK, their coverage is as good as their customer service and intelligence, which is close to none. Future customers, please be super careful and protect yourselves from EE.

[Ali_A]

Hi @Opt117 

Our Customer Service team will be able to temporarily reinstate your line to issue a PAC code. You can give the team a call on 0800 956 6000

We take fraud very seriously. I'm really sorry to read of your other experience. If you could fill out our complaints form, a dedicated team will look into this and contact you to discuss further.

Ali
 

[saram25]

I’m assuming you don’t actually want reviews since you make it so hard to figure out how to leave them. I wrote all of this in your survey and on trust pilot but I’m leaving it everywhere I can to warn people, and that includes here. I’ve had to contact EE to try to upgrade multiple times over the last two weeks. First person tells me she can’t upgrade the phone because the terms and conditions stuff wouldn’t load on my phone. She said she couldn’t read them to me or email it. She promised to call me back the next day and never did. I called to try again and the person read the terms and conditions to me but said he couldn’t email them. He also quoted me a price of £67 per month for the plan I wanted to switch to. When I got the email it said £76 so I assumed he accidentally switched the numbers. He is also the one that sent the wrong phone. I sent that phone back and last night finally tried to upgrade again. At that point I called again and was again quoted £67 per month but then he was able to get it down to £61 per month. I agreed to it but didn’t check the paperwork closely enough to know if it was accurate on there because I trusted that EE would not try to lie to me or swindle me. That was clearly a mistake. He was also able to send the screen share to my email, which the last two people had said was not possible. This morning I got an email for £76 per month. I called again and the person canceled the order to redo it. She quoted me £71 per month, which I agreed to. She also initially said I should switch from the old broadband to the new broadband plan and it would give me more money off the phone. I said sure. She then looked at my setup and said not to switch it because it would lower my speed. She said by the time I’m automatically switched next year they hopefully will have all of the hardware installed so I can keep my speed. I said that was fine. We put through the order and the paperwork I approved said £71 per month. Then you sent me a confirmation email saying £78 a month. I called back and the new person looked at it and said it’s probably a paperwork error with the email but it should still be £71 per month. I said fine I’ll call back if it’s wrong. She also talked to me about broadband and I told her what the last person said. She said it wouldn’t make my internet slower, it would make it faster. But she also said I couldn’t switch without also getting a TV contract. I asked if it was her lying or the last person that had lied and she tried to hedge saying no one lied. I pointed out that since they were saying completely opposite things both could not be true. Also these were the first two that even mentioned a possible broadband switch or that it would give me a discount, so it feels like all of the rest lied too. I refused to get TV and said I’d just wait for the automatic change. She said they’d get me the best price they could on that when it happened. I asked if that meant it could go up in price and she said yes. I am so disgusted with your company right now that if I could switch to a different company I’d do it in a heartbeat. Unfortunately, I’m locked into contracts. I have always had good experiences with EE and recommend them to everyone, but clearly something has changed and they have turned into an absolute nightmare of a company. I can’t trust a word any of them say as they are contradicting each other so much that they either have a very big training problem or a very big problem with lying, unethical employees. I will not be recommending anyone to EE anymore.

[Peter_W]

Good afternoon @saram25.

Thanks for taking the time to leave this review. 

We really don't want to see you unhappy with your service, and whilst we don't have access to accounts via this public forum, there are absolutely ways to highlight the experience you've had with our team that can help.

If you check out our complaints page here, you can find all the details you need on how to raise this as an official complaint, along with a web form to share more details.

Peter

[Vanessagp]

Very disgusting service when trying to upgrade. This order did not go through apparently due to a system price match error on their side.

Now very conveniently, after one of their advisers told me to wait a day for them their systems to update, the prices have gone up. The that was available on the device yesterday is no longer there. Their agents refuse to honor this when it is their error not mine. Why should I miss out when I did everything that is required as a customer.

Every year I seem to have an issue with upgrading. Last year they mis sold me a plan where i was advised the upgrade anytime wold be included, it wasn't. Fair enough they rectified this but after a few phone calls of complaints. Their systems are archaic and the website is just awful. You can never log in and its always glitching.

I am growing very tired of having to deal them. Not to mention the signal on my current handset in my own home is just terrible.

Once again, I am having to complain.

I have been loyal to EE for the last 7 years and this is how I am being treated. This will be my last issue and plan to leave EE in September when my contract ends since they wont rectify this. Shame really another 2 years could have been gotten out of me if this did not occur.

Dont tell me to call 150 they are useless

[Katie_B]

Hi @Vanessagp. 

Thanks for coming here. 

I am very sorry to hear this has happened and understand how frustrating it must be that the price of the plan you wanted has now changed. 

Are you aware if a complaint has been opened following your last call?

If not, I would recommend completing this online form and a member of our team will be in touch. 

Katie