I’ve had a really frustrating experience with EE over the last few days. I’m coming to the end of a SIM only contract and was looking to renew and probably get a new phone at the same time. The deal I was offered from EE wasn’t as competitive as one I was offered elsewhere so I requested a PAC code. At this point I got a call from the PAC retentions team who managed to make a slightly better offer on both lines I have on the account. As the other line is used by a different family member, I said I would have to check with them first and was told I’d be called back at the start of the week - I was also given a rough time for the call back.
The call never came, despite waiting. Conscious that time was running out to take out the deal with a rival supplier, I rang 150 to see if I could speak to the person who had contacted me. I was then told that there’s no way to contact the PAC retentions team, as they operate differently to the rest of EE. The best they could do was to send a message and hope the member of the team phoned back.
When a call back still didn’t come - I asked to raise it as a complaint and was initially told I couldn’t. Then told I should have accepted the deal when it was offered. Finally, when the complaint was raised - the message regarding this was sent to the family member’s phone rather than mine. I’ve been told someone will contact me (again) but at this point I’ve little confidence that this is going to happen.
All in all, it’s putting me off staying with a company who (up until now) I’ve only ever had a positive experience with. I’m still waiting to see if either the complaints department or the PAC retentions team are ever going to call back.
