I am posting here out of absolute exhaustion and frustration with EE's customer service and account management over the last week. I have formal complaints logged (including Ref: C10004384232) and have already emailed a formal complaint outlining these issues directly, but I have received zero response so far. The level of administrative chaos and poor treatment I have experienced is staggering.
Here is a summary of what has gone wrong:
Failed Broadband & Unprofessional Conduct: I attempted to migrate to EE Full Fibre, but the order/OTS failed due to back-end errors. When I called to raise my frustration, an advisor actually told me that "EE don't want your custom."
Pushed into Unwanted Contracts: Following that, I sought to roll back two mobile SIM upgrades within the 14-day grace period after losing my One EE discounts. Instead of a proper rollback, the agent processed them as new agreements, effectively backing me into a corner where I had to approve two brand-new 2-year contracts just to get a grueling 40-minute call finished.
Billing & Portal Lockout: To make matters worse, my online account permissions were suddenly downgraded from the primary bill payer to a basic "User," completely locking me out of viewing my bills or managing my account.
Dead-End Support & Radio Silence: When trying to resolve this via live chat today, I spent over 40 minutes providing screenshots, dealing with automated stall tactics, and getting ghosted by support agents who completely ignored my direct questions regarding an unexpected £40 bill hike and these contract issues. Meanwhile, my formal email complaint remains completely ignored.
Has anyone else experienced this level of systemic account locking and contract pressure? At this point, between the staff telling customers they aren't wanted and the refusal to fix basic portal permissions, I am completely ready to walk away from EE entirely.
