SMART BENEFIT IS NOT WORKING AND NOBODY AT EE CAN GIVE ME A VALID REASON AS TO WHY NOT!! Clearly says on site that as soon as you select benefits it will be ready to use immediately
I am a customer of ee and previously orange for over 20 years. I upgraded to a new phone and contract. Decided to pay extra than my previous contract so I could get Netflix Smart Benefit. Phone arrived following day and I tried to set up Netflix but did not work. The next day I raised this issue with a agent online and they could not explain why ee has not sent me activation message to me. The app shows that Netflix had been activated but I can not use.
It got to a point that the agent could not give me a answer and said they will raise a ticket enquiry and will resolve this issue within 72 hours (at the time of this message it has been over 90 hours)
I spoke to agent and as soon as I said "I wish to complain" he offered me £8 credit of Bill. I said that is fair but still wanted to complain. The answer to this was the agent declined his offer immediately (trying to bribe me I guess so ee do not get complaint).
After 48 hours I received an email from"executive customer resolution team" but it was not with an answer to exactly why my benefit is not working or what I should do next. She just offered £10 credit of Bill and I stupidly accepted her offer thinking all would be resolved in the following 24 hours.
Once it has got past 72 hours I called ee agent and again they could not explain why this is not working. She let slip that their is a note on my profile saying somebody will contact me in another 2 days!
So today is day 6 of my new contract and I do not have smart benefit! Seriously looking to contact Ombudsman , cancel contract and moving to Vodafone or o2 as they have similar packages that are also cheaper than ee.
The thing that bothers me the most is nobody can just explain that "benefit is not working bc of...." its just as if they do not want to give you a answer for their mistake, problem or issue and they do not want you to complain!
Ee says its the most reliable network in UK but I guess the most unreliable for resolving issues
