Written two letters to EE -No reply!

[Timbo67]

I made a call to America with my mobile.phone and it was not on my tariff. I was unaware of this. I wrote two letters asking EE to cancel  the debt but have had no reply or call. My health at the moment is grim. We've also been loyal customers of EE for decades. I'm happy to sort the situation out but getting no calls or replies seems shoddy particularly when we are struggling financially. I also cancelled the bill I received  from EE thinking it was a scam. So I need to sort this out but as mentioned I've had no replies. I am obviously aware that EE have no email help.

Can someone please advise what I should do without a massive rigmarole.

[Christopher_G · Accepted solution]

Hi @Timbo67 

Welcome to the community.

We really appreciate you trying to get this sorted out. It is definitely something that I recommend speaking with our customer support team about. You can find all of our contact information here on this get in touch page. There's also a live chat service you can find in the 'help' section of the EE app.

I hope you get sorted. Let us know how you get on please.

Chris

[Timbo67]

I've called the help line and was told they will.set up.a payment plan and reinstate my direct debit for those payments and of course for my calls package and broadband. Hope everything works out right. I'm happy to pay my bills I just don't want any added drama as I've been a customer for many years.

They told me they're going to contact me in around 5 days to set it all up. 

[Christopher_G]

OK, thanks for the update, @Timbo67 

It sound like everything's following the correct process. Let us know if you have any problems please.

Chris

[Timbo67]

Hi

I did speak on the phone on the 14th of September and was told I would get a text and/or at least contacted by EE on the 19th of September which was yesterday. As of the moment of my writing which is now early evening 20th of September, a Sunday, I have had no such text or email or anything. 

Just as an aside me and my family have been customers of EE for decades and this treatment when I've given lots of money to them over that time is not at all good in any way.

I got a BT bill which I thought was that EE bill as I know EE is now a subsidiary of BT but it wasn't the issue I need sorting out. So I am left a bit confused whether I am now dealing with EE or BT as I get bills from both.

Now, is there any possibility someone on here can sort this out for me please? I was told I could pay the debt of the nearly £400 bill over a number of months which would help enormously to be honest. But at the moment I'm in limbo with it all and have not been well served at all. I do want to sort it all out but it hasn't been.

I write this as evidence that I am not trying to avoid the issue and I don't want extra charges added on. Like most people we are struggling financially anyway though my wife has a job and I volunteer for CAB. 

Anyway, still no joy.

Tim

[Christopher_G]

Thanks for the update, @Timbo67 

I'm sorry to hear that you haven't heard from our support team about this. I've sent you a private message to see if I can get you some help.

Please take a look at your community inbox and get back to me.

Thanks

Chris

[Timbo67]

Hi Christopher 

It's gone, the 72 hours and still no help. I have also sent two hand written letters and no acknowledgement of them after about 2 weeks either. 

I'm not sure what to do after I have already phoned through and still got no help. Not happy to not even be acknowledged considering we have been customers of EE for decades and been good customers and paid on time generally. 

So, what do you suggest? We will really struggle to pay the aforementioned bill in one go but I suggest that doesn't matter to a company making millions or billions in profits each year.

Tim

[Peter_W]

Good afternoon @Timbo67 

Chris isn't working today, but I picked up your private message to him earlier today and have sent over a reply.

Peter 

[Timbo67]

Hi guys,

The upshot at the moment is this:

I phoned this afternoon to sort it all out and managed to swap over to BT from EE and getting a new sim. I also paid off £100 of what I owe and was hoping to sort out a payment plan too. Well I was put through to the EE payment department or whatever it's called and the line just cut off after a minute. 

So I've managed to join BT, pay some of the debt off but the issue is still unresolved. All I'm trying to do is sort out a payment plan of the money I owe EE and then I'm done.

I'm not expecting anything now so I'll probably involve the CAB to get it sorted but it really isn't good at all.

Cheers. 

[Ali_A]

Good morning @Timbo67 

Sorry to hear you're continuing to find it difficult to get a payment arrangement. 
 
If your number is still with EE, I'd recommend giving customer service another call, as the payments team are there to help. You can find out more on our Help if you have problems paying your bill page. 

However, just so you're aware, payment plans can only be set up on active EE lines. Once your line is closed/transferred to another provider, the final total bill is due immediately, which you would simply make a manual payment. 

Ali