Don’t use EE in Malta

[Idiots]

My son went to Malta for 2 days and I have just been hit with an £8k phone bill. I called EE and they said that there is something wrong with their billing system. My phone and my kids phones have been cut off twice today as I am over my credit limit despite being told they have fixed the issue of being cut off and now the office is closed. EE, you really are appalling. The worst customer service ever. 

[mrstba]

I am suffering the same.  Have been told different things by different departments at EE but essentially none of them appear to be accurate.  Despite several assurances to the contrary, it is clear from the MyEE screen that the charges are still on there and the account is still suspended.  I have been cut off twice so far and expect to be cut off again.  Fortunately it is a few days before my bill is due but if there's still £1200+vat on there when it comes through I will have to cancel the direct debit which will no doubt lead to the account being suspended again...

How can a system error result in thousands of pounds of erroneous charges?  Surely EE must test changes before they roll them out? Would love to understand how an earth this was possible.

[Ruthiesteve]

Ring their complaints dept. They are really helpful 0800 0790 134

[Simplersimon]

Hi from EE. Due to a technical problem, we've incorrectly billed you for some roaming data used in Malta. We've fixed the issue and credited your account.

You'll see this on your next bill, and only the correct amount will be charged. Sorry for any inconvenience. Thanks.

It’s only taken 10 days! 

[Ruthiesteve]

I got the exact same message today, and a response to my complaint, basically saying because i wasnt cut off and they have credited my account, they have closed the complaint, no apology for the stress caused, or for the number of calls etc i had to make or any explaination in the response as to why it happened, I've escalated to the ombudsman, its just not good enough 

[DominicG1]

Is anyone else’s bill still reflecting the amount? It still says £47,000 on my account so this message - which I also got - isn’t true.

Sent from my iPhone

[Simplersimon]

I’ve heard nothing about the complaint I lodged, nor have a received a letter from EE that they were going to send onto the ombudsman? 
I’ll give them a call tomorrow 

[Ruthiesteve]

Mine still shows £3079, so you are correct it's not resolved. They told me it will come off my bill when I get it later next week. I am yet to believe them

[Idiots]

I had £8k showing on my account but when I received the actual bill they gave me a credit for the same amount so you will be fine. 

it would be nice to receive some compensation or even an apology for the related suspension of the phones. 

[Simplersimon]

Well it seems, disappointingly, that EE view crediting our accounts to clear the overpayment is sufficient resolution as far as they are concerned?

I was told that I could pass my complaint to the ombudsman and that EE would write to me, that was the 16th May. No letter appeared by the post of the 23rd, so I gave them a call. Apparently I have a case handler? So was told she had to speak to me, she was sent an email to ring me as a matter of urgency. 
Today, 26th May, no letter and no call back. So I called again, I was told by the agent who answered, interestingly not my case handler, who I was led to believe on my previous call as the only person who could discuss my case? - as the matter was resolved, they would give me a whole £30 in compensation for my upset. I don’t want any compensation. 
I was then told that I had to speak to my case handler for an update if I wasn’t happy with the situation. A long period on hold and my case handler answered. I enquired where my letter was to be told she would email it to me? I’m still waiting. I was told she hadn’t rung me back due to being busy! I asked to speak to a manager and faced opposition but eventually was told I would hear from someone in the next 24hrs. 

[Ruthiesteve]

Hi

I just had an email, with no explaination or apology, just saying really that they had credited my account and as they hadn't suspended my account, it hadnt affected my service they were going to close my complaint. No consideration for the stress and anxiety caused, or the time i used to keep chasing them. I am not happy with that and have asked it to be referred to the ombudsman, that was on Monday, ive emailed twice since and ive heard nothing. Will ring them later