Miss sold upgrade

[Sayeed]

Hi,

I upgraded 3 Sim Only deals on the 27/01/2025. 
One of the sim only deals was the Full works iPhone plan. 
I normally pay Apple £8.99 for 2TB iCloud storage, the outbound sales team gave me a list of benefits for the Full works iPhone plan and repeated said that the plan had 2TB iCloud storage included. This was the main selling factor as the price of the plan was not great to start with but this would allow me to cancel my £8.99 Apple subscription with would make the plan price work. 

I told the agent that this was the deciding factor and I went with the plan. 15 minutes late I got all the EE SMS to set up my Full Works Plan, while reading the set up instructions I noticed ONLY 50GB iCloud storage. I call back straight away and Susan the agent advised that they will listen to the call and get back to my in 20 minutes. 

9 days later I still haven’t had a call. I have called EE 5 times to speak to Susan, I have had all the agents email her and her line manage requesting a call back and NOTHING, not even a courtesy call to say that we are still looking into it. 

after being with EE for 17 years this is the worst service I have ever had. Speaking to other EE agent they have told me that the Google Cloud has 2TB not Apple.

@Complaint 

[Chris_B]

@Sayeed  You do only get 50Gb cloud storage with full works.    It’s the individual Apple one subscription even Apple only give 50Gb with this subscription.   

[Leanne_T]

Hi there @Sayeed 

I am very sorry you have been advised incorrectly when upgrading and not heard back regarding the complaint.

I would suggest getting back in touch with our mobile guides, they can check the account and see if the call has been located since you last called. 

You can find ways to contact us and how to submit an online complaint on the Contact Us page. 

Leanne. 

[Sayeed]

I have emailed the complaints and they have comeback with a very unreasonable offer of £30 Final Offer, I still haven’t received a call back from the agent. 

I have now emailed the chief exec directly. After 17 years of loyalty this is a very unreasonable offer. The complaints agent tried to corner me to accept the offer  or decide if I wanted to stay with EE. 

[Chris_B]

@Sayeed   After 8 weeks you can go to the ombudsman with no resolution  as you’ve refused the offered made. The ombudsman will then decide the outcome but as you’ve refused the £30 offer made I’m sure you’ll be told you can terminate without charge.