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. 

[Ruthiesteve]

It was EE that told me to cancel the direct debit, hopefully it will be sorted by tben and i can pay the bill and reinstate the direct again, id rather do that than try and recover £3000 back from EE after they have claimed it

[Chris_B]

@Broonskii   You expect EE to do something when they have only just been made aware of the issue.     They have to find out why it happened so can be corrected this isn’t just a case of typing on a keyboard and the issue goes away.   

The blocking of devices is an automatic process once an account goes over a set limit for a bill.   EE need to find out why this happened so they can correct it if they just unblock the device it’ll only block again because the account has gone past the set limit,   They need to make sure just this doesn’t happen because how annoying would that be ! 

  Shocking customer services indeed that they can not just flick a switch to correct a software problem. 

[bristolian]

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@Seanyc1 wrote:

I’m wondering if it’s some kind of scam that when you connect to the hotel Wi-Fi it’s creating a charge 🤔

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Without knowing the exact details, it's all speculation - but WiFi is just a connection between a mobile device & broadband router, no mobile network is involved.

Call data records that result in bill charges can't be create by mobile devices, they are network-generated.

[Simplersimon]

How do we know they’ve only just been made aware of the problem?

I’ve just rung EE, my business phones are unblocked, but because of the spend limit, they’ll block again. 

People are right to be upset, so let’s not be so lenient on EE, it’s bad enough for people to have to worry about large bills but what effect will it have on people to have a blocked phone?

The manager looking into this for me, didn’t ring me yesterday and isn’t in until tomorrow. It’s not a glitch, a lever that requires flicking but a real problem that customers are stumbling into through no fault of their own. 
Things do go wrong in business, but you can rate a company in what they do when things go wrong, in this case not a great deal. 
How about you increase our credit limits? I’m home from Malta now so it would stop all my phones blocking without warning?

[Chris_B]

@Simplersimon     if it’s not a glitch as you say then you better pay what you’ve been billed then.  

EE to find the root cause of the problem not stick a plaster on it and hopefully that temporary fixes it.     It’s a software glitch and you correct that issue because what could happen if they do as you suggested ?  That would bring an element of the unknown to the problem that could have its own repercussions..     

[Simplersimon]

I tried to pay, but the payment menu is faulty as well. I’m not suggesting this is a deliberate act, what I am suggesting is that it’s clear that this is an issue affecting many people. There is plenty EE can do while they find the problem: they could tell their own staff what’s going on, so as to be better prepared when taking the calls, they could ring people back when they say they will, they could communicate this as an issue on their site. 
People, some of them vulnerable, some of them away from home , some of them working even though it’s Sunday, all without a working phone, blocked without warning. Let’s have some helpful advice for others rather than sniping? 
If this is a monitored forum, EE already have a means of communication to those affected although we shouldn’t overlook that some people can read the posts but not reply until they register assuming that they have another means of going online?

[Ascull]

Sadly I have just had a holiday in Malta ruined by EE. Both myself and my son were cut off with no notice. I called them to be told I had a £7500 that needed clearing. Not told of any mast issue and that I would have to deal with it when back in England. I was cut off a further 5 times, didn’t sleep and was crippled with anxiety. I don’t understand why call handlers were not briefed that there was an issue and customers reassured that it was an error. I have been with EE 20 years. Total disgrace. 

[Ascull]

Me too! 

[Ascull]

I was told by the call handler on the 11th they were my charges and please make a payment. It was £7k at that point. I was then cut off, it ruined my holiday. Why were the call handlers not briefed?

[Ascull]

I agree with you BUT all it would take is one message to all call handers so they can advise customers not to worry and it’s their issue that will be sorted. I was told while half way through my holiday that it was my charges and I had to make a payment. £7k! It ruined my holiday and made me feel so ill.