EE cancelled service on me

[IWC1966]

Hi all. Has anyone else had the following problem? I recently received an email telling me to return all my EE broadband kit, and received the envelopes to do it. I did not request to cancel any services, and our bill payments are all up to date by direct debit. Called EE to be told my account had been cancelled, the phone number we have had for 30+ years taken away and all other services would be switched off. They told me this was an error on their system and should not have happened, but could not reverse any of it and cannot explain how it happened. The phone number is lost and we have to open a new account (with a full term contract),  get a new number, and if we do not we will also lose our email addresses unless we pay extra for that full service separately.  If I had cancelled within contract term I would be penalised, but they have done it to me with no penalty. A contract works both ways? Will Ofcom do anything to intervene and tell EE to compensate us? Feel I should walk away from everything BT/EE as they cannot guarantee this won't happen again to me or anyone else, and still cannot explain why this has happened. Dreadful situation, but nothing I can do about it. Beware.

[Rbc2]

I just received the email saying that my complaint has been closed. It is SO not resolved. It was only opened this afternoon. Does anyone know how to reopen it? 

[IWC1966]

I have had three emails telling me my complaint is closed, which it is not. They can reopen complaints within a limited period of time if you ask. I did, then they closed it again. Several emails and texts demanding equipment back or I will be further charged. No calls back to help, despite promises to do so. The only call I have received is from BT sales saying they notice I have looked at their broadband options and asking me if I want a contract with them. All along EE have said they know it is a system error and is their mistake, but they cannot reverse it. I have pointed out that contracts work both ways and as they demanded £250 from me, I can claim that from them as it is their breach. They said they won't compensate, won't offer me any reduction on a new contract and it will have to start again. Also told me that they don't offer 12 month contracts, only 24, which is untrue. I will definitely be following this up with Ofcom.

[zulu17]

I would suggest that

you write a complaint to BTGroup  CEO whoose email address can be found with simple google search and that will get referred to executive level complaints and get some action for you

[Lesley_W]

Hi @Rbc2 

Welcome to our community. 

I'm sorry to hear of your experience and that your complaint has been closed without a resolution. Our team will be able to reopen the complaint and work on getting this sorted for you. You can see the ways to contact them here Make a Complaint.

Lesley

[IWC1966]

Yes, I was told this before. I did reopen it, twice. Twice it was closed again with no call nor resolution.

[Leanne_T]

Hi there @IWC1966 

Thanks for coming back to us. 

I am sorry, we don't have access to your account on the community. If the complaint has been closed and you've not been contacted, this can be reopened at any point within 28 days from when it was closed, so I would definitely get back in touch and request to reopen the complaint.

You can find full details of our complaints process in our complaints code of practice as @Katie_B has provided. 

Thanks

Leanne.

[IWC1966]

As I replied already:  "Yes, I was told this before. I did reopen it, twice. Twice it was closed again with no call nor resolution."

This is one of the problems: employees of BT / EE reading from a script, or copy and pasting a reply without examining the problem fully. No one at the company actually helps or comes up with a response to the actual problem, if the problem is remotely difficult or not in the handbook. Hence you have typed what colleagues have already said twice and not read my comments. Your system is flawed and immovable, and nothing gets resolved or fixed.

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