Charged £18 for talking to EE

[tonimortimer]

I wanted to upgrade and spoke to EE they said to go from business to personal had to change over admin side of things first so I did and they asked me to call back few days later to do this. When I did I had apparently signed signed up for a contract I did not ask for...anyway...the person I spike with said in order to get that cancelled I had to ring this particular number to get that contract cancelled...so called this 0844 number and upgraded to new sim only contract...only to find that my nearly hour call to do this cost me£18....when I realised that the next day I called again and spoke with someone who said they would get this removed off my bill this was 22nd June...looked just now this charge is still on my bill and will be taken out by DD later this month.  I am disgusted that EE can treat customers like me who have been with what was orange for over 30 years....Also why does my account say that I have used nearly 100GB of data when my phone says I have only used 2.5GB ? My average GB usage is normally around 4GB per month and here we are I have upgraded to sim only 100GB and nearly up toy limit in w weeks? Not happy one bit I now wish to leave EE sick and tired of their treatment to loyal customers and I will be calling their cancellation department later

[bristolian]

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@tonimortimer wrote:

the person I spike with said in order to get that cancelled I had to ring this particular number to get that contract cancelled...so called this 0844 number and upgraded to new sim only contract...only to find that my nearly hour call to do this cost me£18....

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Reading through the detail on this post, I'm not convinced the 0844 number was even for an EE department.

I suspect that was for a third-party company. I don't know of any EE department that uses an 084x number. Indeed, the use of such numbers for "existing customer enquiries" has been unlawful for many years now.

[Chris_B]

@bristolian   I have a feeling this is being done through a broker and not directly with EE.  I could be wrong but I do agree with your saying about the 0844 number. 

[tonimortimer]

Why would it be done through a broker I called 150 said what had happened and they said I had to ring 0844 to sort it next minute there is a charge. What I don't get it what is the point of this community? It doesn't solve anything just waste customers time and diverts them...again I will called 150 and cancel my contract

[tonimortimer]

Oh right so I the customer tells lies too! Wow...I therefore request...the voice call to 150 that day where your department gave me that number to call that number...!

[Christopher_G]

Hi @tonimortimer

I have offered to organise for someone to call you about this. If you change your mind, please send over the details that I requested through private message.

Thanks

Chris

[tonimortimer]

Not sure why no one has its obvious someone needs to call me...such wasting time wasting! I have called EE myself today spent nearly 50 mins on the phone hopefully this has been resolved. But can someone please tell me what is the point of this community if you are not able to resolve anything or use your initiative and simply get someone to call the customer to resolve the issue?

[Chris_B]

@tonimortimer   because this isn’t a place to get customer services to call you.   

[tonimortimer]

So what is this community for if it is for "not to help customers"? Surely its not a place where customers are bored and have nothing more to do but express their complaints that actually don't go anywhere and this platform is just a diversion?

[Christopher_G]

The community is a peer to peer forum where you can share experiences and get help with general queries from other users, @tonimortimer.

Our community stars have helped countless people with problems that they face with getting connected abroad, network related problems, broadband issues to name a few. Also, just general questions about how certain features work with EE, advice on which phone to get etc.

Your particular query is related specifically to your account. Without access to your account, it's not possible to answer without speculating.

This is why we have offered to call you. I'm glad to hear that your query has been resolved by speaking with customer services.

Chris