Joined as a BT customer been told we are an EE customer its been dreadful

[RCW33]

Hi

Posted before as my 91 year old mum is still receiving absolutely appalling service from EE and is fearful of making outgoing calls after moving into care facility

2 months of signing up as a BT customer and still problems with EE contract never gets resolved...

Totally missold me a BT product that didnt exist, over charged what price was agreed and every friendly person who is sorting out the problem just dissapears and doesn't fix it...I have never known anything like it

A complaint or termination line that takes you back to a sales person ?

We will be crediting £120 for overcharge £34.95 a month for broadband when its clearly supposed to be £29.99..

GOOD THANK YOU I ACCEPT

24 month contract all makes sense perfectly logical ...but then nothing ? another 8 days 

Regarding pay per call we will get you onto unlimited ( not what we were offered but a few pounds more) fine just do it

Then an email tonight saying your complaint VOL013-*****.has now been closed basically hope you are now happy ???

NO nothing has happened what can I  be happy about !

If it was my own account I would have closed it 2 months aga but you try to resolve issues

Where do i go next ? Report EE to the Ombudsman ? 

[XRaySpeX]

@RCW33 : You can't contact the Ombudsman until you have raised a formal complaint with EE & it has reached a deadlock or it has lasted over 8 weeks w/out resolution.

[RCW33]

Thank you for info, so my complaint number in my EE email weeks ago is the point where  I start from contacting the ombudsman if this doesn't get resolved.

I really cannot see an end to this problem I have patient, polite  but assertive conversations with the ee staff but so many times they say its done and nothing happens

thanks again

[Wayne126]

25th July received a lovely email from ****** ******
EE new sales manager

I am just emailing you to confirm that you will be able to have the new Wifi 7
Router upon release as you have signed up to a new EE package,any questions or issues please don’t hesitate to drop me a email.
Kind regards
****** ******
EE new sales manager

I have this documented to send as an emailed copy
**** ***** has been great in following this through,up until nov 3rd,he had requested his manager to send the form to the offline team.
This is because the price was promised to stay at £34:99 for two years
I was also given £20 as a gesture of goodwill.
As things stand today 14th nov
I haven’t seen the price adjusted to £34:99 on the online app,it’s been increased to £48

I have raised a complaint over a week ago due to being passed through different departments because of not having the authorisation.
Reversing the situation I don’t think I’m asking for anything that wasn’t promised & documented.

I have also just received a text to compound the situation stating the old router has not been received,despite me sending it weeks ago.the receipt I no longer have.

The situation is frustrating beyond belief.
I want to scream from the highest level at how this has bounced around with no diligence to customer service.
I have the transcript of my conversation on line,emails that have been sent corroborating what I’m saying.
For litigation matters and using social media then the small claims court using stress caused to me and my disabled wife.
Yours sincerely
***** ****
****** ***
******* *******
***********

[Mod edit: Please do not post personal information on the public board. Thanks!]

[Mod edit: Removed employee's full names.]

[Christopher_G]

Hi @Wayne126 

Welcome to the community.

I'm really sorry to hear of your experience. I've sent you a private message to get you some help with this. Please have a look and get back to me.

Thanks

Chris