Never ending complaint

[NickBramer]

I have a never ending complaint with EE:

My contracted billing amount is £50 more than I was quoted for. I have email evidence of the contracted amount but despite this, I am being overcharged.

They owe me money for over charging me - they have been for over 4 months now, and continue to do so.

Some of My services havnt activated properly - I'm still paying for Netflix for example even though its included in my package (which means they owe me more and more).

I’ve called customer services at least 4 times and each time they take my story, spending a long time corroborating it, and then when they realise they can't do anything, they pass me on to the Value team (whatever that is). The value team then fob me off saying they’ll need to call me back once their boss is in. A complaint is opened. I then do not hear back from anyone. 

Despite a complaint being opened 4 times now, at no time has anyone asked for a complaint reference - its literally like ground hog day.

Has anyone got any advice on how to break this cycle and get through?

Regards

Nick 

[Peter_W]

Good morning @NickBramer.

Welcome to the EE Community, and thanks for taking the time to give us an overview of the experience you've been having here. 

I can really appreciate how frustrating it must be if you've bee trying to get this resolved on multiple occasions and don't feel like there's been enough ownership taken; whilst we don't have access to accounts via these forums I definitely want to make sure we get you the best support we can. 

When was it you last spoke with us about this issue and were told you would get a call back?

Also am I correct in thinking this is linked with your broadband / home service?
Peter

[NickBramer]

Hi Peter,

thanks for your response - my last complaint was registered in 7th Feb - VOLXXXXXXXXXXXX. I was told I would be called back early the following week - around 10th Feb.

Yes this is related to the full works - broad band & tv. Although actually I’ve just noticed that my re mobile hasn’t been moved across to my new account either- at least it’s not on my app.

Any help would be much appreciated. 

regards

nick 

[Mod edit - removed full complaint reference number, please don't share this in public]

[Peter_W]

Thanks @NickBramer, I've edited your post slightly to remove your complaint reference number as we recommend not to share this in public view.

If you're promised a call back we would definitely expect this to come through in sooner than 2 weeks, so I'm keen to see what we can do to get this chased. 

I'm going to pop you over a private message, so if you check your inbox this should be with you shortly 😊

Peter