Taking advantage of a vulnerable person☹️

[Nuns]

I’m currently going through a really upsetting experience with EE, due to my brother having been taken advantage of in Westfields White City. My brother went into the store at White City with the intention ONLY to upgrade his phone. He was apparently dealt with by over-zealous staff who managed to mis-sell him items that he did not need and is not even able to use, because he’s not tech savvy at all. He is bipolar and is now suffering an ‘episode’, due to the situation. He kept returning to the store over the following month, trying to resolve the matter by returning the gadgets he had been ‘sold’, including an expensive galaxy phone that they persuaded him to buy by getting him to digitally ‘sign’ a loan agreement on a tablet. He did NOT even know he was signing a loan agreement! They refused to help him during these subsequent visits and it’s taken several phone calls to arrange that I be allowed to handle the issue going forward, due to his being too distressed and unwell to deal with the matter, so I’m now authorised to speak on his behalf. Despite this I was not happy or satisfied with the first conversation I had with one of their executive complaints people today. The agent agreed that in this case he be allowed to return one item that he’d been sold, telling me it was a “goodwill gesture”, but he would still be left with the rest of the stuff which he is not even able to use! I’m now left with the job of taking the matter to the financial services ombudsman and ofcom, I will contact trading standards and seek legal advice because no one should be treated so poorly. Apparently there’s a lot of aggressive mis-selling in these stores because nothing is recorded, but it’s particularly outrageous when it’s done to vulnerable people! Please don’t use the stores because they are not nice people and their complaints handlers, customer service and store staff don’t really wish to help. I am not giving up though because my brother can’t use the stuff, he can’t afford the stuff and he has so obviously been taken advantage of! It’s so wrong!😩😢

[bristolian]

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@Nuns wrote:

 I’m now left with the job of taking the matter to the financial services ombudsman and ofcom, I will contact trading standards and seek legal advice

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My reply is intentionally focused on your Ombudsman comment alone.

EE's formal complaints process, in common with the rest of the telecoms industry, allows referral to external arbitration (Ombudsman Services) after either 8 weeks or once a deadlock letter has been issued - if sooner. Your comment suggest that you have received that letter and thus if you are not satisfied, you should absolutely refer to arbitration.

Advice from any solicitor and/or Ofcom is likely to be the same - if you have a deadlock letter, and are able to refer to Ombudsman Services, you should now do so.

[Christopher_G]

Hi @Nuns 

Welcome to the community.

I'm sorry to hear of your brother's experience. You've done the right thing in making a complaint through our call centre and spoken with our Executive Complaints team. They're in the best position to investigate this further. 

If you're not satisfied with the results of those conversations and have been issued a deadlock letter, you have the option of following @bristolian's advice and seek resolution through the Ombudsman.

EE Complaints Code of Practice >

Chris

[Cecb1]

I’m sorry  I’m goi To have to correct what you have stated here   You have of course quoted the “official/policymakers (keep the boardroom happy version  or what is more akin to the “Walt Disney “ version   Fantasy fairytale bull EE SPIN  the reality 

Shocking negligence/severe safety violations & consequences to vulnerable individuals 

having been made aware that the charges on account were not fair or reasonable ( out of contract mobile phone  service being charged at over £80 per month for basic sim only service ( seen today u advertising even more for £20 sim only)  continued to charge that rate EVEN AFTER BEING INFORMED INDIVIDUAL HAD BECOME HOMELESS AND LOST JOB . At one stage Was taking more than individuals total monthly income 

deliberate actions to prevent individual to go to ombudsman by within the hour of eventually being allowed to register a complaint it was closed without any reason or action taken 

NO ACTION NO HELP 

SHAMEFUL SHOCKING DANGEROUS BEHAVIOUR 

I MANAGED TO get bill down to £45 !!!!! A month 

this is not a fair charge for the service provided 

do any of the community know the name of the head of some department/ boardroom dweller that  I can contact as faceless/unknown EE STAFF escape accountability 

[Cecb1]

Deadlock letter, yeh right

i can’t even imagine the numbers of people who have been affected by EE’s “ gatekeeping” practices in burying this process so that the vulnerable & those who need help most have there rights out of arm’s reach 

[Christopher_G]

Hi @Cecb1 

I'm really sorry to hear of your experience. I've sent you a private message to try and get you some help.

Could you take a look at your community inbox and get back to me please?

Chris