How to contact OFCOM

[EEarerubbish5]

I would like to contact OFCOM EE have stolen money of me several times. Mostly because my change of address has not been recorded properly by EE.

Today I was told I did not contact EE about a change of address.  They have sent me a text stating this.  Called me a liar.. poor fools I have emails confirming I did.

i need to get away from these useless people and the poor service and lies.

How do I contact OFCOM to put in a complaint about them and leave too.

if I stay any longer I will have a mental breakdown.

thanks

[XRaySpeX · Accepted solution]

@EEarerubbish5 : OFCOM don't handle individual complaints. You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

[bristolian]

If you have evidence of theft, which is a criminal offence, you should contact the Police.

On the other hand, if this is a customer service complaint, Ofcom don't handle those. EE have a formal complaints procedure which is outlined at this page although it's unavailable currently. If a complaint is either unresolved after 8weeks or deadlocked before, you have the option to refer EE to external arbitration, which is currently Ombudsman services.

[Katie_B]

Hello @EEarerubbish5. 

Welcome to the EE Community. 

Please could you confirm if this is Mobile or Broadband?

Did you look to cancel an account OR has an account been taken out using your information without your knowledge?

Speak soon,

Katie

[EEarerubbish5]

Hi Katie,  I tried to change my address but it went wrong totally,  I got a new broadband, but Ee kept my old broadband and did not swap my mobile phones over.

they sent an email saying that they would swap my EE account to my old adddress.  I phone and thought that ee would stop it.  They did not and would not accept responsibility.

my advice is EE have kids running the service who react to scripts and do not solve problems.  I want to leave. I will be contacting the ombudsman service EE’s APR.  I have the forms now.

thanks

john

[Katie_B]

Thanks for providing more information regarding this @EEarerubbish5. 

Is your new broadband account with EE/BT?

What network is your mobile phone with?

Speak soon, 

Katie

[EEarerubbish5]

Both with EE

[Katie_B]

Thanks for confirming @EEarerubbish5. 

It sounds like rather than a home move you have placed a new order. 

I would recommend completing our online complaints form so our complaints team can look into this further. 

The team will then be in touch within 7 days. 

Please let us know if there is anything else we can help with. 

Katie

[EEarerubbish5]

Been there several times.  I need to go higher ombudsman 

[XRaySpeX]

You can when you get a letter of deadlock or when your complaint is unresolved after 8 weeks.