Hi,
I’ve been experiencing an ongoing issue with downloading my broadband bill since at least April 2024. Both the EE app and the EE website fail to let me download my bill. On the website, I encounter an HTTP error 403, indicating that my account doesn’t have the necessary rights to access my bills.
This error is definitely on EE's side. When I contacted customer support, they acknowledged that it's a known issue affecting many customers and assured me it would be resolved soon. Meanwhile, they suggested sending my bills by post, for which I am being charged. I have had to call EE multiple times to get refunds for the postage charges, as this problem is not my fault.
Adding to the frustration, the standard response from EE representatives on this forum is to reinstall the app. This advice is clearly out of order, given that EE has admitted it’s a widespread issue.
I depend on receiving my bill every month, and this month I did not receive it (and I suspect EE will charge me for this again).
Can someone from EE please provide clear instructions on how to formally raise a complaint?
Thank you,
Artur
