I’m having a nightmare with EE. Any help or suggestions would be greatly appreciated. It shouldn’t be this difficult to deal with an issue and I actually feel like I’m going to crack.
I was a BT customer for several years. They were **bleep** but at least they seemed to be able to resolve an issue.
EE have been a nightmare to deal with from the very beginning. Staff are perfectly friendly when I call customer service, but no one takes responsibility and nothing ever changes. I’ve been going around in circles for 4 months. I would just like to receive the services that were sold to me, at the prices that were agreed on the sales call.
The issue seems to stem from the fact that I asked for discounts on the sales call (I purchased the mid-tier fibre broadband package of 500mbps for the price of the bottom tier 100mbps package, difference of £5 per month. I also asked for EU roaming to be bundled with my sim-only for no extra cost). These were agreed to on the sales call after the sales agent spoke to their manager. If EE had no intention of honouring these prices then don’t **bleep**ing sell to me.
Since purchasing a broadband and sim-only package, I have found that:
1. I didn’t receive a confirmation email from EE with any of my account details, customer ID, or the sale agreement.
2. I traveled to Italy shortly after switching sim to EE and see that I am immediately charged £2.50 day for EU roaming, contrary to what was agreed on the sale call.
3. I can’t view any broadband bills on the EE app.
4. I’m being charged £34.99 rather than the £29.99 for broadband that was agreed on the sales call.
5. Internet is fine when it works (though no where near advertised speeds 500mbps, fastest I’ve seen is about 130mbps), but it is quite intermittent and typically cuts out 3-4 times per week, usually during a work call. This is annoying but would be more acceptable if EE were not wasting so much of my time and causing so much frustration.
I had to request that a recording of the sales call be listened to, after which EE resolved the EU roaming charges, but have still failed to resolve my broadband bill.
Every time I speak to the billings team, I’m told that I can raise billing questions or view my bill from the mobile app. I eventually requested a paper bill be sent to me (at a cost of £3) so that I could view my ‘account billing number’ and register to see my bills on the mobile app. I subsequently discover that for some reason my billing account has not been linked to my email and therefore the mobile app does mot recognise the billing ID as valid (it’s the same ID as on my paper bill, and bill). I have no problem viewing mobile phone bills on the mobile app, so it’s clearly EE’s back office setup or a glitch in their system.
in summary:
- I’ve spoken to customer services over 12 times in the past four months.
- I have requested several times that EE re-listen to the recording of the sales call again and make sure that I am being billed what was agreed for broadband (still not happened after weeks of trying).
- I have raised several complaints which are never acknowledged.
- I’ve had over 4 customer service agents literally promise me that they will call at a certain time (to be never contacted).
- I have now raised a Subject Access Request to ask for a copy or transcript of the sales recording.
why am I in some sort of kafkaesque nightmare just to pay the correct amount for my broadband? It’s beyond a joke. If anyone has any advice about how I get this resolved, I’m all ears. Thanks
