Fraudulent sales pitch

[Catfished_by_EE]

Seriously regretting moving from sky to EE. Was sold a package for TV & broadband by EE.

Moved house with a request to transfer all services. Somehow they cancelled, rather than transferring. Then spent a minimum of 30 hours on the phone to EE over the next two weeks, trying to get them to start the internet. Three different modems, several cables and finally up and running weeks after the move. A new start date for contract as EE reps didn’t know how to set it up any other way. Final insult is to have the cost upped to 130£ at the second bill (with random sports packages added on and full charge for all the bits they said would be free) following start of the new contract. . This is over three times what we signed up for. 

At best EE service is incompetent, at worst it is fraud. I don’t understand how EE is allowed operate like this. 

[Katie_B]

Good morning @Catfished_by_EE. 

Thanks so much for coming here. 

I am sorry to hear your experience has not been the best when transferring from Sky to EE and now your bill is not what was expected.

Was your request cancelled by EE or Sky during the transfer?

What package did you go for?

Speak soon, 

Katie

[Catfished_by_EE]

hi Katie, 

Tv package was signed up at £25 with WiFi at £20 when bought together. Convinced to change by your reps when calling about a mobile bill. Change from Sky to EE was made by EE and should have been free as was out of contract with Sky. 

an additional insult on top of EE increasing my bill to £130 was that the sky cancellation was not done so yes, I was also charged by Sky. 

With the EE package despite supposedly having free now Tv, free Netflix, no sport - all of those are included on a bill, along with cinema and a bunch of other things that I did not order. 

I had been happy to get around the not so nice interface for EE Tv with the reduced price but the service has been so poor , i. will be going back to sky 

EE should not lure people away from their providers unless they have a service to provide. 

the whole process has been an expensive waste of time. 

[Katie_B]

Thanks so much for getting back to me @Catfished_by_EE. 

If these are showing chargeable on your EE bill I'd recommend giving us another call. 

Our customer care team will be able to open a complaint and also look into a resolution for you. 

Katie

[Catfished_by_EE]

Hi Katie

I have just spent two hours on the phone to EE. Transferred at least 4 times. Advised you would cancel without HTTC, however refused to correct the current incorrect bill. 

A positive, all your staff were pleasant and polite. During the last two hours I spoke with Sean, Any, Robert and Ahmed until finally Ahmed’s call disconnected. I hope he did not just hang up, but will wait to see if he calls back. 

I suggest for anyone who has to work for a living, do not use EE. 

Your system for customer care/sales/billing is not fit for purpose. I feel bad for people who work for EE. They must be embarrassed frequently by the substandard system you use. 

the service could not be worse. If you employ team leaders, they should be accessible when your regular customer care team are not empowered to deal with issues like this 

[Katie_B]

Hello @Catfished_by_EE. 

Please could I confirm if you received a call back following your last call?

If not, I'd love to see if I can help further with this. 

Katie

[Catfished_by_EE]

No I did not. Ahmed in Belfast either disconnected or hung up. Nothing back since 

[Katie_B]

Thanks for confirming @Catfished_by_EE. 

I have sent you a private message. 

Katie