Does EE actually answer answer of its phone?

[brenmart]

I spoke with an EE person on 29 November by phone. I was calling because there was a grave mistake regarding my credit rating on my account. He said he'd look into it and call me back later that week or some time the following week at teh latest.  That was two weeks ago.  I have tried phoning EE but every number I call is answered with a message saying they will send me a text with a link to log in to.  But none of the links include a choice of my issue.

If this is what EE think makes them the favourite mobile operator for 12 years, they are deluded. If I don't ghet some response from EE some, I will change to the Three network as they not related to EE or BT.  I am thinking that if I stop my direct debit, they will bloody quickly get in touch.

[Chris_B]

@brenmart Stop selecting option 1 and go for option 2 then select the closest option for your issue.  

[Ali_A]

Hi @brenmart 

If you're looking for an update on a Credit Rating of your EE account, you'll need to contact Customer Service again on 150. 
As @Chris_B mentioned, press option 2 as the very first option to reach the standard menu system, then select the option for billing. 

For querying something on your credit file, you can find ways to do this at Credit files explained | Help | EE

Ali

[bristolian]

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@brenmart wrote:

I am thinking that if I stop my direct debit, they will quickly get in touch.

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I don't think that's the case at all. Large companies don't tend to have teams looking at missed payments and outbound calling to ask if everything's OK. What they do have are very efficient credit control processes that will add missed payment charges, credit file entries, and eventually suspended service.

Think long & hard before taking this approach - especially given your query is about your credit file, you could make things a lot worse. I'd recommend following Ali's advice regarding your credit file if there's an entry on there that you believe to be incorrect or inaccurate.

[brenmart]

The point of my post was that having called those two numbers plus two others, EE didn't answer the phone. They just sent messages with links in them.  I wanted to them and when I wanted to not when it suited them.

[brenmart]

Thanks to all who responded to me.  I perhaps didn't explain myself properly. I wasn't talking about my credit rating.  That was resolved in the initial phone call. What I meant was that having solved the problem the guy said he'd get back to me to reassure me the correction to my credit rating had been actioned and to sort out an upgrade to my account, which was why I contacted them in the first place. 

But the real problem for me is that EE don't answer the phone. The play you a recorded message saying they are sending you a link telling you how to get in contact.  That is not customer service that is EE-serves-itself service.  Basically, it won't talk to its customers when its customers want to talk to it.

Some IT prat or an ambitious member of staff keen to impress came up with a scheme to put distance between EE and its customers. Customers come first. Without customers there is no business.  We are the most important ones in this scenario and the manager or CEO who forgets that is in trouble.