I have just spent the best part of 6 hours talking to EE call handlers that seem to have no idea what they are doing. I have complained twice now about poor service and just get fobbed off. Complaints are raised and closed with no action. My original complaint was about not being able to buy a package when I was away on holiday and I had to spen a few hours chatting to a machine and a call handler that gave me poor advice. I raised a complaint about this but this was closed. Without any apology or even contact.
my second complaint was about receiving a text saying they were going to take £9.99 from my account although I don’t have Apple TV. I got some corporate explanation that made no sense and got past form one department to another. Every time I had to explain what the issue was. After another few hours waisted I was past again. They tell me it was not EE issue I had to speak to 150. Like I should know exactly what 150 was. Again I complained about the shocking service but the complaint was closed without any resolution. EE sell the self on being a good customer facing company but all I see is a company who employ people who don’t want to take responsibility for anything. I was so sick of the poor service I asked for my EE contract to be cancelled but it appears although I think they have broke there promise of giving me a great service they want to charge me for this experience. Y 2 complaints were simple to deal with but nobody took any responsibility. If in the future I have a complicated complaint I fear the hours it would take to sort this. Both problems were driven wholly by EE, the app and the random text to tell me they were going to take money out of my account for a service I didn’t have but I’ve had to spend hours on the messaging service to try to explain both issues. Both have frustrating e so much that I want away from this company. Although this is completely EE fault they absolutely refuse to let me leave a company I no longer trust. I have kept a copy of all conversations to prove what a shocking service I have received and feel the only way is to go to the ombudsman as I get little compassion from EE
