EE won’t speak to me

[mike_kilo_romeo]

Can someone please tell me if EE are right in what they’ve told me on the phone?:

I complained a week ago about delays with my order. Complaint handler looked into it and gave me a resolution. I didn’t accept and asked to be sent a deadlock letter so I can refer to the relevant ombudsman. 

Today I called EE to discuss my plan as inclusive extras I had prior to my upgrade weren’t showing on my account. The call handler insisted that he can’t talk about my account as a deadlock letter has been issued. I explained my complaint and the query I’m calling about are two separate matters. But the call handler maintained that as a deadlock letter had been issued he can’t discuss my account. He explained that  to get around this block is take action on the deadlock letter which can only mean accept their findings or refer to the ombudsman. 

I don’t find it sensible that EE can’t speak to me about a separate matter because I’ve put in a complaint. Imagine complaining to your energy company about your bill and then on another day calling them up to speak about your meters but they won’t help because there’s an on going complaint. I’m baffled. Any advice? Have I misunderstood?

[Chris_B]

@mike_kilo_romeo  EE are right once you request a deadlock there is nothing that can be resolved until you proceed with the deadlock first.  
 
The deadlock might mean you get to terminate the contract without charge if the ombudsman agrees with you or they could agree with EE in which case your contract will continue as is and the complaint is dropped.   But until this is resolved there is else that can be resolved if you have a different issue.  

It’s not the complaint that’s stopping this new issue from being resolved it’s the fact you request a deadlock to resolve that complaint, you made it legal with that request of a deadlock.