I re joined EE 12 months ago after deciding to move away from VM for BB and TV, as well as o2 for my mobile. I managed to get a relatively decent FTTC deal with an Apple TV and then upgraded to FTTP a few months later once it was available in my street.
So far I’ve found EE’s service decent and the guides pretty helpful, a pretty decent upgrade to what I experienced with VM, which isn’t difficult tbh. Anyway, roll on until this month and I’m pretty stunned with the information and service I have received over the last week and a half, effectively being told that nothing can be done to resolve my complaint and I need to now go to the Ombudsman. My complaint is for EE to honour the new contract price for my BB and TV package.
On the 12th March I received an email from EE to complete an early BB upgrade and fix into a new contract to save money, which was to save £3 a month:
I called up and a guide assisted me by fixing me into a new 2 year contract at my original contract price of £49.99, saving me £3 for BB and £2 for my TV, instead of the new inflated price of £54.99.
Nearly 2 weeks ago I noticed my next month’s bill was showing up as £54.99, so I called up to query this. Over the course of 13 days I have spoken to a dozen of guides who have all tried to resolve my issues, but the bottom line is their managers need to resolve it.
No managers will come on the phone to explain their findings and no managers have called me back, despite being advised they will call back.
It turns out the initial guide didn’t process the order and to date and I’ve not been told if the call has ever been listened to. I thought I got somewhere last week when a guide from the value team raised the miss sale and I was promised a call back, except, that didn’t happen.
Today I gave EE an ultimatum to sort it or cancel my contract, which ended up with being told there will be a cost to cancel, which I am aware of. The last guide was rather unhelpful and kept advising that I couldn’t get the price I perviously paid as it’s against the T&Cs and purely didn’t want to listen to my experience and offered a £20 credit to close the complaint.
I’ve asked for a deadlock letter to escalate my complaint to the ombudsman but apparently EE don’t provide this, but I’m lead to believe a deadlock letter is required to allow the ombudsman to investigate this further?
In the past I’ve resorted to emailing the CEO before reach out to the ombudsman as I find the executive office teams usually can resolve this kind of issues to prevent things escalating further. I will do this tomorrow and hope a swift resolution.
I’m interested to find out if anyone else received the same email and successfully renewed at the same cost?
TIA.
