Useless and Avoid!

[sjm96]

Well, tonight will be the 10th time I'm having to call 150 to try and sort my account out after getting a bill for £230 for three accounts I don't have. I tried to upgrade three weeks ago and its been hell ever since.

The stores are as helpful as a chocolate tea pot unless you want to buy the latest £1000 phone of course. 

My advice is, if you don't need to use EE (I do because I can't get fibre broadband and EE are the only ones with the speed which allows me to WFH) - then go to Tesco.they ate cheaper and easier to deal with. 

Wish me luck when I call later as I think I'll need it!

[XRaySpeX]

There are loads of other ISPs that provide the same BB as EE.

[sjm96]

You're right. There are, but when you can't get speeds over 1.5 Mbps on cable or fibre, your stuck with mobile broadband and EE are the only one which gives me a full 4G and now limited 5G signal in my area. Otherwise I can't do my day job.

Believe me, I would have switched to Tesco if they done anything remotely similar and ran as far away as possible!

No one cares, is the bottom line. I've stopped my direct debit until its resolved and will pay manually if required. 

[Schockwave]

@sjm96 , if you cannot resolve this over the phone, you can always use the complaints form. Not sure why you have been charged for three accounts you do not have, not heard that one, have you checked the bill and what it says.

Unfortunately, high street stores are there to make a profit, but you should get help when ringing customer service and speaking to accounts and billing.

Just wonder whether someone has used your name etc, and set this up, it could be a case of fraud if they set this up in your name, there are so many scams nowadays. Worth speaking to EE again and you could also use the complaints form, or write to head office and send it by post:

https://ee.co.uk/contact-ee/account-billing/mobile

[sjm96]

It's a long story which I won't bore you with, but the short of it is, I had one account to start with. I upgraded to a 4GEE Mini as my original broke down the day before. 

I decided to go for the 5G Home Router as it met my needs more. Called to cancel 4GEE within 14 day cooling period. Sent a 5G Home Router. This was returned to EE by DPD as undeliverable (wrong house etc). Called to get another Sent. Told no, get one from store and will be refunded when DPD return other one

Got one from store and checked account.  Three numbers on there (old 4G Mini, new 5G (one I didn't receive) and one I picked up from store.

Called 150, was told old 4GEE account not cancelled (was told it was), 4GEE return not actioned by agent, by on system to do  over 14 days return period so they can't action (complaint submitted). 5GEE received at depot (received text), account reversed to original one.

Received bill for equipment and out of contract charges (over 14 days etc), no refund of £60 up front cost of returned 5GEE Router....

Phew!!

[Christopher_G]

I'm sorry to hear you've had these problems. @sjm96.

Please keep us updated with what happens with the complaint you submitted. Hopefully this all gets sorted out for you.

Chris

[sjm96]

Hi, 

Hopefully after my 12th call, my account might have finally been sorted, The unused  numbers have been removed and now MyEE is only showing one number, so fingers crossed.

I have to wait 14 days for any credit to be applied to my account for returned equipment, so I'll have to wait for the next bill. 

I had no response from my complaint, but its been closed though.

[Christopher_G]

Thanks for coming back to update us, @sjm96.

I hope that's all sorted for you now.

Chris