I recently changed my broadband from EE to BT. I was told by the person who was ‘selling’ me the product that I had no need to worry and that they would take care of closing my EE broadband and that BT would, from then on, show up on my bank statement.
I then realised that EE were still taking payments for the broadband which should have been cancelled. Three payments totalling £139.66. I, stupidly, took his word that he would be cancelling the EE agreement.
I spent three hours on Tuesday (2nd September) trying to get this money back, being passed from one department to another, speaking to people who had no clue of how to rectify this mistake.
A thing that I find worrying is that two of the customer service operatives sent me a link to an organisation called ‘JustAnswer’. Why I don’t know, but had I pressed the wrong button it could have meant me signing up to something that would cost me a further £39 per month. Luckily I didn’t sign up to them.
Having no joy with EE’s “excellent customer service” on the Tuesday I phoned back again the following day. I spoke to a man, Gordon, who worked at, I believe, the Dublin branch. What a relief to speak to someone who understood where, or who, the mistake had come from and within half an hour he had sorted it all out.
He said he had to pass the relevant information to the billing department and that my money would be repaid within one to three days. ‘Gordon’ from the Dublin Branch was excellent. EE could benefit by employing more Gordons.
I thought that was it, case closed. Then on Friday (5th September) I received a text from EE saying that they had put £139.66 worth of credit to my next bill.
So they took just short of 400 quid out of my bank, gave me the run around for three hours and, when it was finally resolved, instead of paying me the money they owed they called it ‘credit on my next bill’.
Thing is, credit in this form is totally worthless. It costs EE absolutely nothing but it costs the bill payer in this case £139.66, not to mention the costs of going overdrawn at my bank because they are pilfering money away. You can’t spend EE credit at the supermarket, or to provide for my kids, or on any other myriad extortionate utility bills. It’s hard enough keeping afloat with this cost of living crisis without a phone company trying to fleece what they can out of you. The next step will be a complaint to Ofcom.
EE should stop promoting themselves as a company that provides ‘excellent customer service’ when 99% of the people working there consider sending a link to a customer for ‘JustAnswer’ solves the problem. It took Gordon half an hour to do what 8 other people couldn’t do in 3 hours.
Shambles doesn’t even cover it.
