Sales team lied

[mig85]

2 days ago I was contacted by your sales team that told me that because I have been a loyal customer for many years, EE had a great offer for me.

I had a PAYGO paying £10/month and with all the free boosts earned during this time, I had 19GB, 250min and unlimited texts. During the call I was told that I would keep what I had, adding unlimited minutes but would pay £9.80 instead by changing to a monthly plan. 

I was also told that I would be able to purchase roaming for a much better price and that because I had recently topped up, I had nothing to pay now.

For my surprise, my account now shows that I have 5GB allowance, a £0.67 bill to pay until the end of the month and  that my next bill will be £14. Roaming now costs £2.47/day when before I could pay £10 to use my allowance for 7 days. The only thing that was true about the call was that I have unlimited minutes.. I never used not even half of the 250min I had...

Bottom line, I am paying more for much worse conditions. This is absolutely shameful and I demand having my original package back as it was.  £10/month , 19GB and 250min. I also demand having a copy of the call as I'll escalate this further if this is not resolved promptly.
This is completely ridiculous, why would I pay more to have much worse conditions?!? Is this the way you treat your loyal customers??Unbelievable...

[XRaySpeX]

What no. was this call from?

[mig85]

It was from 01438989232

[Michael_D]

Hi @mig85.

Thanks for coming to the community. 

That is the number for one of our Direct Partners, who would call on our behalf.

I can understand that you want to make sure you are getting the plan you were offered, and one that works for you.

If you get in touch with our billing guides, they can check the contract that has been set up, and if it isn't correct, you can move back to pay as you go.

Michael

[mig85]

Thank you for that but considering that what happend was through the phone I am wary about dealing with this over the phone again and would much prefer having everything in writing.

Surely that in 2024 there must be a way of contacting the support by a written method.. email/chat/WhatsApp..

The only written way I have of contacting EE is by letter? Is this for real?

[XRaySpeX]

Yes, that's the only written way. You should be safer calling EE directly rather than listening to an unsolicited call from a so-called Direct Partner.

[mig85]

Wow a tech company that only provides phone support in 2024 and with direct partners that can't be trusted... Just amazing 

[mig85]

Just had a call with the billing team that were unable to move me back to my original package because my previous package was a pay as you go so it's related to a different team.

I have cancelled my new fantastic monthly plan and now I  have to wait 3 days to be moved to a brand new pay as you go plan losing all the free boost I had... 

Just am amazing way of treating a loyal customer.. I am raising a legal complaint as this is just ridiculous 

[Alex_H]

@mig85 I am sorry that your issue is not yet resolved, our Pay Monthly Billing team wont be able to move you back to PayG themselves, but it sounds like when you have spoken to them they have raised a follow up with the relevant team to revert your SIM and number back as that process does take 72 hours.

If you are wishing to submit a complaint via a channel other than 150, you can reach out to our dedicated team using the webform on this link Make a Complaint | Contact Us | EE

Alex



 

[mig85]

Yes, that's what I have been told.

Thank you for the link, a complaint was made.

I really don't want to change operator as I never had an issue but you leave me with no options.