I cancelled my contracts with EE as I wanted to try another operator with an innovative product. Unfortunately that didn't work and I went back to EE before the contract had ended. The agent (who wasn't very good) reactivated my number and I got a new contract, albeit not as good as a new customer would get.
I wanted to get a new contract on my mobile data contract 126GB which I've had at currently at £26.50. I logged onto my account saw that there's an unlimited option for £16-20 over 24 months. When I called into upgrade, initially it wasn't available for me, but I insisted I see it on the website. After a little to and fro, he conceded and I proceeded with the terms & conditions, but the price rise was £2.50 every march, not £1.50 as shown on the website.
He insisted that there's no such product on the app (even though I was talking about the website) and couldn't comprehend that I'd logged into my profile which showed me different products and prices and insisted that the only one available was the £2.50 price rise.
I'm retired from IT Service & Project Management, so I know how things tend to work inside the company.
Next he claimed that the website was being updated and therefore the prices were wrong, but then I remembered that I've had already fallen into same trap with my primary number contract over a week earlier, where I saw the price rise to be £1.50 every March, but contract stated £2.50. At the time I just thought that the agent had misspoken, as he had a bit of an accent (as do I), but no. Any decent IT company doesn't take 2 weeks to update their internal and external prices, so this is either gross incompetence or way to upsell to naive customers.
I was told that he couldn't do anything about, which makes sense as he's a 1st tier agent and not internal IT and told me to make a complaint. I went to the complaints page and it states call 150 for fast service or use the webform which can take up to 7 days. I tried calling, but there is no option for complaints in menu, so I couldn't make a complaint over the phone.
So again either outdated website information or deliberately misleading the customers.
I only use EE because it's the only network that works where I live rurally, despite being very expensive with poor customer service, not to mention the hundreds of spam calls I started receiving immediately after I joined EE the first time around 2 years ago after having the same number for over 10 years with barely any spam calls.
I just wanted to post here so that no one else gets (un)intentionally upsold the products before I proceed to make a webform complaint, because the phone complaint option doesn't seem to exist.
