Hi James
i am a new customer.
At the EE store the BOB offer as one of the Managers called it was the main reason for taking BT Broadband with BT. They told me I would have 19% off my EE bill for the entire contract. When it didn’t appear on my bill the first month I called EE. They told me to go back to the store. I did this and Mo told me it doesn’t happen until after the first month. Second month came along still no discount.
Went to the store they said they will try to help me if I come back in the afternoon as it takes time or I can call EE but if I give it a few weeks and make sure that would be best.
third month and still no discount- I called EE and in a chat that took 1 hour 50 minutes eventually managed to agree 20% off for 3 months ( to make up for the missing 10%) and thereafter 10% as promised. It wasn’t easy explaining as initially they were unaware of the BOB offer.
fourth month comes along and is the 20% there? No. But the 10% was.
I called and explained we had agreed 20% but they said it’s not possible initially- eventually agreed ( after a 1 hour exchange) however said they would give me a cash credit ( which until now each customer rep had said “we never do cash credits’ ) which I agreed to however wanted a manager to confirm.
the manager came on ( after 20 minutes holding) and was very annoyed from the outset. He didn’t introduce or mention waiting time and asked me where is your discount code. He had made up a whole story why I’m not entitled to a discount at all. I pressed him hard for which discount code he is referring to but he couldn’t answer this but repeated himself many times in different ways. This was made up and it turns out there is no discount code but this was his way of fobbing me off. If anyone was to read the chat you would think I’m talking to a scammer.
in the end he denied I was entitled to it and so my only recourse now is the Financial Ombudsman. Based on this I’m probably entitled to cancel my BT broadband because BT/EE are effectively the same and selling contracts by promising freebies for kickbacks isn’t right.
finally I should add that the amazing helpful guy at EE ( well I guess he did all he could to sell us a contract) who I bought this contract from is a manager there. When I said to him that none of the contracts ( EE or BT) mentioned the BOB he said don’t worry you’ll receive an automatic discount as you’re buying both at the same time. I said to him ( he spent almost 1 hour with us) if he wouldn’t mind writing on the contract that we have this offer which im glad I did.
Can you help with this James or what your advice.
thanks
