Poor customer service

[Michaelbroadway]

Moved from BT to EE after getting terrible service and being without broadband for weeks but things have got worse must be on my 4th complaint as they cancel the original complaint and pass the buck to someone else and this week had to raise a further complaint on the mobile after they charged me over £250 for merging my wife’s mobile to my account. Been waiting for a hybrid connect for months and everyone says it’s on its way then again there is system problem as I had an account with BT.  Manager had failed on two occasions to phone on agreed date and can take over an hour when you phone them I have now given up calling them as it’s just a waste of time

[Katie_B]

Good evening @Michaelbroadway. 

Thanks for coming here. 

I am sorry to hear about your recent experience with EE. 

Has a member of our billing team been able to look into the £250 charge on your account?

Was a manager calling you back in regarding to Hybrid Connect?

Katie

[Michaelbroadway]

Katie

I was advised that the investigation would be completed this weekend regarding the refund 

in respect of my hybrid I believe there is another week of investigation required but regarding my complaint I have not been updated at any point despite being given callback appointments the last call I had I was advised that the failure to update was not within your normal customer service 

michael

[Katie_B]

Thanks for getting back to me @Michaelbroadway. 

I'd recommend waiting another day or so for this investigation to complete. 

If you have still not received a call back or an update by Sunday please come back here and let us know, we will then be able to get this looked into further. 

Katie

[Michaelbroadway]

As expected no update on either issue will call EE on Monday 

michael

[Michaelbroadway]

No surprise that they close the complaint with no resolution or contact seems to be normal pratice for this company 

michael

[Leanne_T]

Hi @Michaelbroadway 

Thanks for coming back to us. 

I am sorry to hear this, have you spoken to our broadband team since you last posted? 

Leanne. 

[Michaelbroadway]

I have spoken to various teams and the outcome was that the complaint was cancelled in error by Joel, this related to the hybrid not the mobile, no surprise there, the bills team have still not listened to the call 

the outcome was that they are sending me a mobile hybrid  for which I have to have refunded every month that this goes on for will require another call

The hybrid complaint has been reinstated for the forth time with no idea of completion or if the people dealing with complaint will actually contact me 

This call took over one hour and went through 4 colleagues

I have to laugh at the start of each call which states how you give a great customer experience that is a complete joke

Not expecting any response anytime soon

Michael

[Leanne_T]

Hi @Michaelbroadway 

Thanks for getting back in touch with us

If the guide has opened a complaint for you today, this will be looked into by the relevant team.

You can find details on our Make a complaint (ee.co.uk) page. 

Leanne.

[Michaelbroadway]

Sent from my iPhone