Bereavement - issues 9 weeks on.

[Saffycat]

Having informed the Bereavement team, 9 weeks ago, that I wanted to switch our Broadband account, into my name, this is proving impossible. The account cannot be linked to my phone account despite numerous calls, emails and complaints. It would appear this is beyond the  Technical  Teams abilities, and nobody can solve this. Ridiculous and unhelpful. Why do EE bother with a Bereavement team when they just add to the stress??.Asked 4 times who to escalate this to and on every occasion they’ve ignored my request. Any advice? 

[Leanne_T · Accepted solution]

Hi @Saffycat 

I am very sorry for your loss and understand what a difficult and stressful time this is for you.

I would love to get you some help with the account and have sent you a private message for some extra details. 

Leanne.

[Rduck]

Hi saffycat,

 I am equally frustrated with EE. My father died in april, and since then I have been helping my Mum sort her affairs. We have spent much time on phone to EE to update account into her name, add her email and phone- dads is no longer accessible, and still we cannot see a bill.

They are happy to continue to take her money but we do not yet know what we are paying for!

We had one very pleasant conversation with a lady with Belfast/ NI accent. wish we could get straight through to her each time!

[Saffycat]

Good luck - took 15 weeks to sort mine out. I did get a lady from EE refer it to a Senior Customer Support advisor, having seen a post on here. I then had to just deal with one person instead of repeating myself a thousand times and hanging on for hours. The Senior advisor rang me most days, until it was sorted out, and I appreciate that. However, there was no difference made after several formal complaints and messaging their CEO. All fell on deaf ears. Also, there was no compensation of any kind offered after the months of getting nowhere with it - but I’m just grateful it’s sorted out now. Hope you get this resolved quickly.