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:
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I have already requested the cancellation of this mobile number and another EE number.
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I am now considering cancelling my remaining two EE mobile contracts.
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I also intend to cancel my EE broadband.
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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:
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Carry out a full investigation into the conduct of the Braehead store staff and the store manager.
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Explain why the advice provided by EE Customer Services was ignored.
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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.
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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
