Back in April I visited my local EE store in George Street, Hove UK to change my Broadband to a social tariff. I also changed my EE Mobile to a cheaper tariff which was successful. On their advice I changed to a BT social tarrif because EE don't do one. After the changeover I received a bill for £162 from EE. I visited this store 3 times and spoke to Piotr, Sam (Assistant Manager) and another guy with a beard whose name I don't have. None of them were able to remove this bill that had been created because the EE service stopped before the end of the contract. No-one at the shop had anticipated that this would happen or given me any instructions or information about stopping the EE service in this way nor were they able, despite apparent efforts, to get the bill removed. Finally after being told by Piotr that I would have to pay the bill in order to receive a refund (!) I used the EE online chat function and a really helpful guy immediately said that a dedicated team exists for this very purpose and this is what the staff in my local EE shop could have/should have done. The guy online contacted the team for me and a few days later a credit appeared for the £162 bill.
My first complaint is about my local EE shop; specifically their inability to change my service properly and their inability to remove the bill. As I need a social tariff and am struggling financially it was extremely stressful to receive a bill for £162 that I cannot pay and the stress for me of the EE staff in the shop being unable to rectify a mistake of their making. One of the three people was the Assistant Manager, Sam. I was assured every time I visited the shop that they would call me with an update but no-one ever did. I was assured they were going to rectify the problem but no-one ever did.
My second complaint is being told by the online chat person that there is no way I can make a complaint about poor service and stress caused to customers in a shop except to post one on the website. Where is the complaint section on this website? I can't see it. It looks as if people are complaining on here. Is that the only option?
I have only ever had a mobile contract with EE for what is probably 20 years and am really disappointed with the poor service I received at this store. I would like compensation for this experience and the stress it caused. Many people are under extreme financial stress these days and we need the staff managing utility bills to be able to do their jobs which clearly none of these people can. I will also be visiting the shop again to speak to the Manager and make a complaint in person.
