Hi,
Summary - 1. Want to retain my number on EE without being on contract but flexibility of PAYG/top up as required.
2. Went into store, was told not possible severally that i have to get a contract to keep my number, misrepresentation and missold a contract.
3. Called EE customer service as directed from the store and was told my request in 1. above possible and EE shop has to sort it
4. Returned to EE Shop and it seems resolving this will be an arduous process.
Started using what is now a service under EE from the days of Tmobile in 2009/2010. When they change was made still continued with my number.
I am on PAYG top up using card or vouchers. On Friday evening, my sim became faulty, no signal on it and not recognized by phone.
For what i presume with be fastest means to get it sorted (gravest mistake), walked in to an EE shop explaining what went wrong and stating that 'I want to get a new sim retaining my number and to be on PAYG with me being able to top up flexibly ab initio the previous sim'.
The customer assistant said it wont be possible for me to get the services as describe as now with EE everyone is on contract. gave me the options of £10 = 1GB data, unlimited minutes and other rates etc. Told him i do not really need what he is offering as the important bit is for me to have my number transferred to another working sim because with the pandemic i am indoors mostly and have another provider for internet services at home.
He insisted that it is not possible for him to get me my number back except i am tied to a contract. We continued on it and at some point, one of the managers at the store got involved and said he said the best that can be done is £13=10GB data etc. and other offers he maid with increasing cost. Told him with situation of not much work, would not want to embark on anything costing any amount and of no relative use to me. Said to have my number back that's what can be done.
And then the loooong process began. There were so many glitches it appeared they encountered as ended up spending close to 2hrs on the process of getting the matter sorted. Then finally gave me sim pack on signing contract and said i have to call the customer service line to remove a debit of £50 that is on the line. Requested twice to have the telephone number for the store so that if i need to reach them directly it makes it easier, this was declined on both occasions that the number i need is the general customer service line.
So we returned home, i rang the customer service line and while speaking with the call center brought up what happened in store and i was told that with EE i can get my number back and not be tied to a contract which I am having to still call for to sort one thing or the other out. I called back twice and the customer service assistants at the other end of the phone said same things as the first. That I will have to go back to the store to sort it out as it was there it originated.
As it was already evening, went to the store on Saturday and was told Manager who approved it not around. I could see the Customer Service Assistant who attended to me and insisted since he is around (though busy when i arrived) let us take it up from there but it appears I was being prevented from having a discuss with him with the insistence of the Assistant Manager that the Manager who approved it has to be around for me to even broach the subject. Even after several clarifications, the name on said documentation from the shop is wrong.
At the end, took my details, gave them a copy of the contract and an alternative number i dug up to be reached on as soon as they open. Was told this will be on Tuesday and they open 10:00hrs but yet to hear from the EE Shop at about 11:00hrs. Am i being given the run around?
It is quite appalling that such will be the conduct from a point it is believed a matter is supposed to be resolved the quickest.
Thank you.
PS: The names of personnel and location of the EE Shop is available if you want to clarify or get more details.
