DO NOT move from BT to EE for a better deal

[kingkano]

TLDR! EE are currently an absolute shambles and it is a disgrace.  If you are reading here and with BT, and they are trying to tempt you to EE with discounts, DO NOT DO IT unless you are happy to pay the full cost and more of the package offered.  You probably won't receive the discounts offered.

Long version:

I am currently into month 4 of my battle to try and get the price I agreed on my contract renewal with BT / moving over to EE.  I want to say the call centre people are mostly nice but seem to be able to achieve nothing.

I was offered a good deal for my broadband, TV and netflix packages which I agreed to, achieved via discounts from the normal package prices. (£30 for BB and £60 for full works TV).  All shown on my order confirmation.  The TV did not go live on the right day, queue the first chase to sort.  My first bill did not include broadband or the tv discount, 2nd call to rectify (thinking I'm doing the right thing).  Broadband added 'to bring on the discounts' by the next bill.  Next bill, BB charged, no discounts.  Plus correction to bill for past month and extra charges for 'future services' resulting in a pretty large bill.

Time for another call.  Oh we will get it sorted they say (hours on holds to various depts).  But I have to start a new order, because they cannot apply the discounts to the previous order, but the manager can add discounts to a new order.  Oh and the original BB package is no longer available so i have to add this £50 one instead, but don't worry, the manager will discount that down to what you originally agreed.  You guessed it, the discounts were never applied, and now I am paying even more!  I try about a half dozen times to call and get this sorted, hours on hold, sometimes I would get to speak to several people.  But eventually the call gets hung up while on hold to go to a different department.

I open a complaint, thinking that somebody would get involved who can see the problems, and get them sorted.  The complaint is thorough, explaining all the details, and requesting I am reinstalled to my original agreed deal and charged correctly.  I have 1 attempted call to me which I was unable to answer (driving) on a Saturday morning.  The text and email sent said 'do not reply' so I wait for him to hopefully attempt another call.  Since I have no way to contact them.  Nothing is forthcoming and a week later I get notification that my complaint has been closed 'because they have been unable to reach me'.  After 1 attempt!!  And the complaint explained everything including the resolution I expected!  I mean, just sort it.

Furious, I call yet again, and get a really nice person.  They understand why I am so angry, see that I just need to be restored to my original contract, with the right price.  After lots of time on hold, correcting errors on my account (they always say this), I am put through to somebody.  It sounds like they are fixing everything, agree all my costs etc, then say ok that will get sorted.  It won't be instant sir but it will get sorted as we discussed.  ok... right.... thanks.  I enquire how I will know it is sorted.  Oh you will get new bills with everything backdated and corrected. Right.  I am actually fooled this time, these people were really good and nice, but I am hesitant that nothing will happen.

We are more than 1 week after that call.  As feared, nothing has happened, and I've had no notification or new bill correcting things.  My next bill is due soon though so I guess I'll just suck it up and be charged £50 over what I agreed... again... The way I see it they are stealing money from my account now?  I never agreed to pay these amounts.

I am completely exasperated on what I am supposed to do.  I've made about 15 calls to EE, spent around 20-25 hours of my time trying to sort it, and it is now getting ridiculous.  At least with BT I would have been able to post this sort of thing to the forum, and a MOD on there would have gotten it moving correctly, and sorted it.  EE cannot even be bothered to do have that arrangement, and I feel like there must be some serious problems with their systems if their staff cannot sort simple problems like this, and in my experience they keep making it worse every time that I call.

I caution everybody to stay away from this company.  Especially if you are with BT currently.  You will regret it.

[Schockwave]

@kingkano , have you actually checked the breakdown of your bill to see why it keeps on going up and up, as I have never seen that personally?

[kingkano]

@Schockwave I do check the breakdown.  The increases are the call centre attempts to fix, which causes extra charges for past usage, and as they charge in advance it causes some future charges to be taken as well.  

[kingkano]

@Chris_B 

Well my assumption wasn't wrong it seems.  No contact from any help on this forum. More than 2 weeks after EE last told me they'd sort it and nothing appears to have happened. 

No way to contact the complaints team or reopen a complaint.  That's a convenient way to stop people taking it further, just close any complaint saying you couldn't contact the complainee, without even really attempting to.

Anybody have any suggestions what I can try next? 

[angryoap]

Well, like you I found EE to be a total nightmare.  I have now moved elsewhere.  The only way I could get a response to my many complaints was to get the ICO involved.   They suddenly sprung into action.  I know the ICO don't deal with the type of issue you have but maybe you could try contacting OFCOM?  Good luck - you'll need it!

[Gail2024]

Oh my goodness !! I am experiencing the exact same thing ! Absolutely ridiculous !! 

Almost 5 months ongoing....I am also exasperated & frustrated.....

DO NOT JOIN EE

[kingkano]

My saga continues.  No contact from forum help yet.

I contacted EE by phone again.  A complaint was opened for me - again.  No way to reopen the old complaint because it was resolved?!?! 

I was then told the only way to get the discounts on is to have an open order for a manager to tag the discounts onto. (Yes I've been here twice before - but this time.it will work I was promised).  I tried to protest but the chap was very nice and completely convinced me.  So again a new order was placed, which has to be for an upgrade from the package your on since you can't place an order without upgrading it, so it was to the top notch £55 all singing package.  Don't worry though.... The manager will discount this to your originally agreed price and we will backdate everything to your original join date.  I was given an appointment for a call back to confirm it all and discuss the complaint.

Needless to say, nobody called as agreed.  I tried to followup a few hours after that time passed and was told they would send a chase up to the original call handler and their manager.  I've still heard nothing 5 days later.

But I have received a new bill for an even bigger total due to the new broadband package.  And I received a load of new equipment?!? Oh and a returns bag threatening me with a £70 fine if I do not return my old hub.

I truly cannot believe how terrible this has been and that nobody at EE can resolve this situation.

[qucharsky]

Not sure if this email works but I used it some time ago - **************** for executive complaints or CEO complaints as some call them. Worth a try?

[qucharsky]

Sent you a private message as the email got **** of course

[Schockwave]

@kingkano , the forum is a public forum and customers can only help if they know the answer, this is not customer service. You need to deal with them, or fill in the complaints form.

[kingkano]

@Schockwave Thanks.  This has already been done, 27 times actually (yes I have called them 27 times to try to fix this - wasting a total of 48 hours of my own time).  My last call was late last week, and I was told that my 'order is still waiting for a team leader to add the discounts'.  That order was placed two weeks ago.  I personally suspect this is just to fob me off, and so I won't cancel in the cooling off period.

I've also opened 4 complaints.  3 of them have been closed without response and the 4th was opened two weeks ago - nobody has contacted me at all for that one.  I've not be notified of it being closed yet - but it probably has been closed - since why wouldn't I be contacted by now?

Customer services appear to be powerless to do anything.  The complaints team seem to be employed to simply click 'close - resolved' on any complaints received.

You say the forum is not customer services.  Yet the first replies told me I would get help on this forum from EE employees..... and were snarky with me for assuming I wouldn't.