I have been a long-standing customer of Orange and now EE, but unfortunately my recent experience has left me extremely disappointed and frustrated.
I upgraded to a SIM-only contract through the EE app and kept screenshots/photos of the upgrade details and order number. I had both an EE loyalty discount and an F&F discount. After around two months, EE removed my loyalty discount while keeping the F&F discount. I contacted EE and, after speaking to a manager, the discounts were reinstated. I was clearly advised by the manager that because this was a SIM-only deal, both discounts would remain as long as I stayed with EE and did not upgrade or leave.
However, after around 20 months, my loyalty discount was removed again. I complained and eventually received a deadlock letter from EE’s Executive Team, stating that nothing more could be done as terms & conditions
I contacted the Ombudsman, and my complaint was upheld. Despite this, EE has continued to argue that the discount was subject to terms and conditions and would be removed once my minimum contract period ended.
This is extremely frustrating because I was told at the point of sale that my discount would remain on my SIM-only account after the minimum term, as the account would simply continue as a monthly rolling contract. I was also given the same information more recently when upgrading my son’s number to a SIM-only deal. I fully understand that annual RPI price increases may apply, but I do not understand why EE’s position regarding the discount has changed in my case when I was specifically given assurances by EE staff, including a manager.
What is even more disappointing is the way the complaint has been handled. EE’s Executive Team sent correspondence regarding the matter, but when I tried to speak to them directly and ask questions, I was repeatedly told to go back to the Ombudsman because “it was their decision” and EE could not do anything further.
The Ombudsman also requested that EE provide an apology and a small goodwill gesture due to the way my complaint was handled and the treatment I received throughout the process. This speaks volumes about the experience I have had as a long-standing customer.
My advice to anyone dealing with EE is simple: get everything in writing. Do not rely solely on what you are told over the phone or by a member of staff, including managers. Keep screenshots, emails, order confirmations and records of every conversation. Based on my experience, the information you are given at the time of taking out or upgrading a service may later be interpreted very differently by EE.
I have been a loyal customer for many years, but this experience has seriously damaged my trust in EE. It is extremely disappointing to feel that loyalty means very little when a company changes its position and relies on terms and conditions after its own staff have given you clear assurances.
