A lot of issues with mobile contracts would be easier to handle from Customer side if we were allowed the same tools as all other apps offer eg Uber/ Deliver etc etc., With these other apps Customer Help will automatically offer a transcript of your exchange with a Customer agent to you, the Customer. This way the next Agent can just read through everything instead of frustrating the customer by asking them to explain the whole thing again and adding to everyones time spent. And also you have your own record. (But does EE want you to have this record because several times now I have agents telling me all sorts and some of these chats are not a great reflection on the EE as their agents seem very untrained )
THIS IS WHAT I WANT:
1) the Financial Ombudsman to check why EE doesn't offer customers a transcript of all chats. Currently I have to request this using an online form. It is not even clear where this form can be found but in any case it doesn't make sense to have to wait for a form to be responded to and then wait again for the transcript as it puts us back to ANLALOGUE times of the 19080s!!!
So far I have screenshot all I need and also typed it out and yes its time consuming but it will come in useful by the time its legal.
2) EE should not close a complaint unless it is resolved or after 28 days at least whichever is sooner. This allows a complaint to be truly and effectively dealt with versus frustrating EE customers to explain the same old unresolved problem again and again in the hope that they might just stop and give up. It's unfair practice to expect customers to just give up.
Do you have any ideas or thoughts on what you would want from EE as I would be very interested to read them.
