Disgraceful service.

[Saks86]

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I have made the switch from the old broadband to the new, requiring BT to come and install a new line. That part went ok. What did not go ok was someone not cancelling the old line resulting in nearly £70 aonth being taken out of my account for several months. After notifying EE of this error they still tried to take the money this month which meant I had to contact my bank and have the direct debit blocked. I have been waiting over 6 weeks for the 'stolen' money to be returned to me. I have 4 lines with ee which I will be looking inyo terminating and moving to another network provider. Have had no apology or compensation for the inconvenience absolutely disgusting. I've had lines with the same company for over 20 years and this is the thanks I get. Stay away from ee it's gone downhill. 

[Christopher_G]

Hi @Saks86 

Welcome to the community. We'll try and get you some help with this.

Were the £70 bills generated on your BT account or EE account? Have you been told by our Customer Support team what the next steps were in trying to get it resolved?

Chris

[Saks86]

They were taken by ee.  2 months of payments we're taken and they tried to take a 3rd which i had to contact bank while abroad to stop from happening after receiving a text saying you were going to take it. Twice I have been on the phone to customer services regarding this issue and was told the first time 3 weeks till I received my refund.... the second time over 3 weeks from the first call i was told you had not even cancelled the old account still. No apology no compensation just out of pocket and ill from the stress. I have E.U.P.D, D.I.D, PTSD, and I'm borderline bi polar so things like this are excruciatingly stressful and cause me physical symptoms that are not pleasant. 

[Chris_B]

@Saks86     Your first post says several months your 2nd posts says 2 months got taken and they tried to take a third.       Can I ask why say two different things?  Are you trying to make it sound much worse than it really was ?     It’ll get sorted but all you’ve done is shown everyone here to take what you say with a pinch of salt.   It’s best to be honest from the start. 

[Christopher_G]

Hi @Saks86 

Thank you for explaining a bit more on this. I've sent you a private message to try and get you some help. Could you take a look at your community inbox and get back to me please?

Thanks

Chris

[JimM11]

@Saks86 Not sure if the amount is only for your Broadband bill as you have not explained or if it is BB + Mobile combined and the £70 / month is it all, if so then that is a good deal for 4 mobile lines and a FF broadband connection. You are not going to get better, if it is for BB only and you have other addon's that are unknown, they will show up in your bills. 

If this is all wrong, then only EE CS can sort it out for you and will take a few billing cycles to correct and even show on the bill pdf's correctly as @Christopher_G has advised it's a call them again type situation.

[Saks86]

No it was just for my internet and that's it. 

My mobile billing is a completely separate bill. 

It's the fact it's their mistake. They admitted to it and still didn't resolve the issue or give me my money back

[Saks86]

Several can be counted as 2. A few is more than 3. I don't lie i don't have it in me.