Rach - I take it that you work for EE/BT? I am completely at my wits end in attempting to get my billing issues resolved. I have spend nearly 20 hours on phone calls and web chats with your front line colleagues. They are always helpful but the issue is not sorted after now more than 4 months. Your colleagues are always polite and helpful but I just go through the same circular process each time I find the energy to make contact (some 7 times now). It just goes round and round and there is no real ownership of the issue/desire to fix at your end! I am wondering what to do next and had thought to formally (physically) write letters to the BT and EE customer services/complaints departments. Having had all the conversations with your colleagues, I think I know what the problem is (at your end) and how the matter could be sorted. If someone (at a senior technical level) could please call me, I think we could get things fixed quite quickly?
Another rather annoying issue has also arisen, in that BT has raised a charge on one of my (old) accounts for failure to return a BT TV box. I don't know what one of these is and have never had one. I explained this to one of your colleagues on a a call in Dec 2023 and she confirmed that no charge would be raised...so I am little irritated to receive a bill 3 months later!
I am really desperate to get the matters sorted. I own some significant businesses and employ nearly 1000 people (in service industries) and am very frustrated at my inability to drill through to find the right person in your organisation to be able to sort my issue. Unbelievable really! Please please will you get someone to call me....
Robert
