Hi,
Last year, EE kept my full price contract tolling for a few months, after I had asked for a new sim only contract. It was resolved in Sept 2023 and my future bills were discounted to compensate me for my overcharge.
The issue has happened again for my wife’s number (same account). I told them I did not want this issue for my wife’s number last Sept and explained I would like a sim only contract. Her contract finished on 19/02/2024 - I called them on 23/02/2024… now in Dec I realise I have been charged £42 pm for 4GB of data despite asking for a new plan.
i have called EE 4 times and once by the chat in the app. Last Thursday (2calls of nearly an hour each), last Friday (an hour with Segei where we were making progress but with no follow up), yesterday for nearly an hour - and finally today where I waited over 2 hours for a response on chat, and am no being made to wait about 60mins to be out through to another team (who I was told were available!?)
No one is following up despite saying they will call back. I have to constantly explain this to new people. There is no final resolution.
I am at the point I will cancel all contracts with EE. The support had really deteriorated. How do I escalate this?
