Customer service and billings have overcharged me

[Mickyj35]

Been overcharged for 3 months, have refused point blank to put the money in my bank. Only know I have been overcharged due to a bill that I am still being overcharged on and they will expect me to pay this and I have to trust they will honour a refund, which they have not. Put the phone down on me multiple times, can't leave a zero star revue anywhere. Been with them for over a decade and they have literally lost a customer over £33 something. I am ill and waiting for major surgery and always loved ee, until they overcharged and refused to honour a refund into my bank, blaming different departments and then stating because my bill (which I have 3 days to pay) has not been paid can't repay my money. Spoke rudely too, sighed down the phone, had the phone put down on me and he manager was disgusting. Overcharged on insurance excess on an android and due to this left me behind on payments. Amended my bill so my data was not unlimited and then put it straight back to unlimited without telling me, even though I agreed on the phone to not only cancel my insurance and my unlimited data they didn't change it their end. They then have overcharged me (as stated) and refused to put my money back in my bank. Haven't amended my new bill either on my end. Joke of what was a brilliant company 

[Mickyj35]

I had the same, they have over charged me for 3 months and are not issuing a bank refund, as I haven't yet paid my bill. My bill is not due until the 17th, and I should be entitled to a full refund. I have never had such bad customer service and I am shocked at how bad they have handled my issue. Their mistake cost me and they haven't apologised, just blamed different departments. Insurance said they would refund yet billing have refused to honour it. Now conveniently they want me to pay my bill on the 17th that is still showing as not being amended and expecting me to over pay a 4th month. I am deeply disappointed and their customer service is a joke

[XRaySpeX · Accepted solution]

@Mickyj35 : You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

[Mickyj35]

I have made a formal complaint and they are saying because I owe on a bill that I have until today to pay that they will not issue a refund. Problem with that is they are still overcharging me and have changed my bill without even calling to say. I am so angry, they owe me money and are trying their hardest not to just make the customer happy and refund me. They have sighed and tutted down the phone and yet it is me who has been overcharged and I had to ask for an apology. One representative even blamed another department and said EE did nothing wrong and that I was not owed an apology (that was a manager, so God knows who trains people but 101 basic rule is make customer happy). They owe me money and they will not refund to my bank. They have honestly lost a customer of well over a decade and I have a big family and all of them are shocked and heard how I was spoken too. My immediate family want to cancel their contracts and by the end of it so will the rest of my family. At a minimum they owe me £33, but it is more like £60. I am gobsmacked that such a brilliant company has gone so down hill. They earn millions and are not willing to pay a customer back who is being tested for bladder cancer. I am having to have my bladder removed and all I want is my money back in my bank account, not a company that blames their other departments for their mistakes. It is outrageous. I have left a half a star review on trusted pilot and it seems I am not the only one who has had the issue. Loads are saying how bad your customer service is, surely someone who pays over £100 a month for EE should be looked after, but apparently not. The only way to make this right now is to at least cover me months line rental for the stress and alarm you have caused. Lying and giving different accounts every time I phone is enough to warrant a formal apology. This company used to be amazing and their customer service was second to none. When I was first diagnosed with medical issues you went above and beyond. Now I wouldn't trust you to boil an egg let alone fix an issue with a bill. Outrageous customer service and shocking treatment of long-term customers. I don't believe in complaining and this is the first time I have ever bothered. You really have gone to the pits with how you treat customers. First rule of any company should be to make the customer happy not call them a liar.  I will see tomorrow as conveniently you cannot change my bill and amend it until after the due date, so I can now be liable for late fees. But I am not paying until my bill represents what I actually owe.

[Rach_H]

Hi @Mickyj35 

Welcome to the Community!

I'm sorry to hear about what is happening with your account, and that you're struggling to get this resolved. We don't want any of our customers to be feeling this way when speaking with our team, especially with one of the team leaders. I appreciate you have already called a number of times, and you may not be so keen to speak with us again, but I would recommend reaching back out, as you are able to add the way you were spoken to to your complaint, and have your calls listened back to. If you aren't happy with what is offered by a team leader then you do also always have the option to escalate this to our executive team, who will be able to review everything that has happened thus far.

I do very much hope you are able to get this resolved, as I can appreciate how stressful this situation must be for you.

Rach

[Mickyj35]

Team leader threatened me with late charges, even after my bill was not representative of what I owed. So no confidence at all

[Rach_H]

I do understand how concerned you must be because of this @Mickyj35, however our executive team will look into this from an impartial standpoint, to get this resolved.

Rach