Well after 4 months of trying to resolve and issue. I spent 5 hours in the space of a week on phone, my complaints was passed around pillar to post I received no viable outcome. I had my account accessed 20 times from counting the passed security texts. As a customer who's account has 3 mobiles and we have been customers for over 15 years and have spent over £35000 to receive diabolical customer service is disgusting. I am outraged at the fact I was passed around so many times the complaint got opened and closed 4 times in a week. Each time I spoke to a guide they would have to start the whole process again and escalate it to a manager who would then escalate it to their ECR complaints their executive team. I have had 3 different responses given. This is all because of an insurance plan that was added without my authorisation. EE claim no responsibility so they pass it to insurance who take no responsibility then pass me back to EE. After 15+ years I will be requesting a pac code I thought I would receive sufficient customer service but clearly EE do not care about their customers. As a company worth over 20 billion you would think they would pride themselves on customer retention. This should have been resolved in 2 phone calls.
