Braehead Shopping centre staff specially manager Unprofessional unprofessional c

[Sbusinessuk]

Subject: Formal Complaint – Unacceptable Customer Service at EE Braehead Store UN Professional Manager and staff.

To the EE Customer Relations Team,

I am writing to make a formal complaint regarding the extremely poor customer service I received at your EE store in Braehead Shopping Centre.

I have been an EE customer for approximately 20 years. During that time, I have remained loyal to your company and currently have multiple EE mobile lines as well as EE broadband. Unfortunately, my recent experience at your Braehead store has been extremely disappointing.

I visited the store to upgrade my mobile phone. I provided my photo ID, my bank details, and all the personal information requested. However, the adviser told me they could not process the upgrade because they needed to send a verification text message to the phone linked to my account.

I explained that I have four EE mobile lines and do not carry every phone with me all the time. I asked if they could verify my identity using the photo ID, bank details, and other security information instead. The adviser refused.

I then contacted EE Customer Services, who confirmed that the store should not simply refuse to help. The adviser on the phone successfully verified my account, added notes to my account, and advised me to return to the Braehead store because the staff should then be able to complete the upgrade.

I returned to the store as instructed. Despite the notes on my account, the staff again refused to help.

Today, I visited the store for a third time. A female member of staff took all of my details, including my bank information, only to tell me at the end that she still could not process the upgrade. This wasted a considerable amount of my time.

The store manager, who was a female (I unfortunately do not remember her name), was extremely rude and dismissive throughout the interaction. She showed no willingness to listen to what EE Customer Services had already advised and appeared to support the previous refusals without considering my situation. I felt I was treated with a complete lack of respect.

After three unsuccessful visits, I have completely lost confidence in EE's customer service.

As a result of this experience:

• I have already requested the cancellation of this mobile number and another EE number.

• I am now considering cancelling my remaining two EE mobile contracts.

• I also intend to cancel my EE broadband.

• Several members of my family, who together have approximately 10–15 EE mobile lines and broadband services, are also considering moving to another provider because of how I have been treated.

After being a loyal customer for around 20 years, I am shocked that this is the level of service I have received.

I request that EE:

1. Carry out a full investigation into the conduct of the Braehead store staff and the store manager.

2. Explain why the advice provided by EE Customer Services was ignored.

3. Confirm what your identity verification policy is when a customer cannot physically present the handset linked to their account but can provide valid photo ID and other security information.

4. Provide a written response to my complaint and explain what action will be taken to prevent other customers from being treated in the same way.

I hope EE will take this complaint seriously and restore my confidence in your company.

I look forward to receiving your prompt response.

EE DONT HAVE LOYALTY FOR LOYAL CUSTOMERS 

Yours faithfully,

Salman

[Katie_J]

Hello @sam-GM.

I am sorry to hear you have not had a great experience. 

I would love to find out more, when you have a moment please check your community inbox. 

Katie

[CDunhappywithee]

I agree, I do definitely not recommend EE, sold me a contract which was top of my budget even with a discount code to now find out its gone up to the price I didn't want to pay originally, but its okay cause its still cheaper with the discount code? Ive been with EE for a fair few years, always been alright service but been royally messed around with the discount code not added when I took the contract out in August and now a price increase by £15!! It's a joke, the service is abysmal where I live now and I'm paying through the nose for a poor excuse for a phone and service. I get cost of living increases but this is a joke and yet noone can do anything for me cause it's in the T&C's. Maybe I shouldn't have been pushed into it with the discount code then and gone elsewhere like I originally tried to do in August 22 just to be kept with them and boy do I regret it. 

[Leanne_T]

Hi @CDunhappywithee 

I am very sorry to hear this. 

Is the increase due to the CPI price increase? 

Have you spoken to our mobile care team regarding the signal and if they can help with the increase? 

Leanne. 

[huelsberg]

Unfortunately, I have not at all had any positive experiences with EE broadband or phone service. The only thing convient was when I could go instore, to directly get through to a customer service representative to log my complaint. 

EE phone services were dropped during COVID due to price hikes over and over again. Three mobile since then given me more data and opportunuities has kept my bill under £10 per month. Glad I saved money and changed when I did, no more price hikes. 

As for broadband: I have no idea how EE is nominated the best in the UK for broadband. Through out COVID while working from home my internet kept dropping and made it too difficult to WFH. SO,  I had to find a local buisiness to work in the corner office to be capable of getting by. 4 different days off, waiting at home for customer service team. 4 Different EE reps and 4 different responses. Still no better for it, and internet dropping again. Final opp now I am going to wait at home for a new router and change my service as obviously 'there is a fault somewhere in the line that we cannot find' which is the generic EE response after my tedious hours of time waiting on the phone as to why my broadband drops while mid session working from home. 

Answers, and a pay freeze would be nice, I have photo evidence and this has been a very stressful situation of my life making broadband from home nearly impossible to use. 

[Christopher_G]

Hi @huelsberg 

Welcome to the community.

I'm sorry to hear of your experience. You mentioned a new router, is that a replacement router to see if the issue gets better?

Chris

[huelsberg]

Of course, I went through all the hastle of new router, login and setting that up. With no speed and help. It is the EE broadband  'unknown fault on the lines' and fibre is not available in a town centre?! 

[Christopher_G]

When did you get the new router, @huelsberg? Has it not improved at all?

Chris

[Ajrb91]

Hi David 

Claire and Cieran, are excellent at the Bristol Clifton down store they have helped massively with a purchase and return as I’m in a bipolar episode and Emily is helping me into the vulnerable list so she is good too.

they are excellent here.

adam

[Leanne_T]

Thank you so much for leaving this lovely feedback @Ajrb91 

Take care.  

Leanne 🙂

[EEsodire]

Which takes time, no? Much easier if EE had pages set up for this. But that’d cost, so not going to happen.