I need to share my incredibly frustrating experience with EE Broadband in the hope that it helps others and perhaps gets EE's attention. What should have been a simple account merge has turned into a billing nightmare, and despite multiple calls, nothing has been resolved.
The Situation
I left for a month and then returned to EE. Because of this, we needed to merge two accounts - tahe old one and the new one. I am using the same mobile number for her SIM account, but EE seems to have linked everything to two different email addresses, causing the system to treat her as two different people and charge her incorrectly.
What We've Tried
I called EE multiple times with my keyworker. Before that, I provided the new email address a week ago and asked them to update their system. But when we called again to follow up, they told me there was no account linked to that email address at all - even though it's the one i uses for my mobile SIM account and had already given them.
What's Gone Wrong
The core issue seems to be that EE's system created two separate accounts for the same customer when the old one was reactivated. According to reports, this kind of "duplicate account" problem is not uncommon when BT/EE customers migrate or merge services - it can take a long time to correctly resolve. The knock-on effect is that customers can't see their bills or manage their accounts properly through the My EE App or website. Also, they overcharge the customers. The Evidence
Looking at EE's community forums, I am clearly not alone in this. A quick search shows the same issues recurring:
Merging problems: One customer reported spending over 10 calls trying to merge mobile and broadband accounts, only to be told "we will request a merge" each time, with nothing happening. The official EE response? File a formal complaint and escalate to a team leader.
System errors leading to overcharging: When EE migrated customers to a new billing system, some were overcharged by hundreds of pounds for calls that should have been included in their allowances. Amounts ranged from £90 to over £400. Even when refunds were promised, many customers had to chase repeatedly to actually get their money back.
Complaints being ignored or closed: I have seen reports of formal complaints being closed with no explanation or resolution provided. One customer was simply told "we have now closed your complaint" without any contact or explanation – and was still being overcharged the following month.
Different teams not communicating; I have been passed from team to team, explaining the same story over and over. This matches the experience of others who report being "passed from one support tech/customer service rep to another" with no resolution.
The Cost
This is not just an inconvenience – it is impacting our client financially. Overcharges, even when eventually refunded, can cause significant strain, particularly when they affect Direct Debits and leave customers out of pocket for weeks.
To be absolutely clear: I have given EE every opportunity to resolve this matter in good faith. I have provided the correct information, followed the correct procedures, and spent considerable time trying to work with your customer service teams. However, my patience has now run out.
If this issue is not resolved promptly and satisfactorily, I will have no choice but to escalate this to a formal complaint through EE's own complaints procedure. Should that fail to produce a resolution, I will not hesitate to seek all available legal rights and remedies available to me, including referring the matter to the Communications Ombudsman for an independent review and binding decision.
I sincerely hope it does not come to that, as I would much prefer a simple, fair, and swift resolution to this overcharging and account merge problem. But I want to make it abundantly clear that I am prepared to take every step necessary to protect my client's interests and ensure we are not unfairly charged for a service error that EE itself has created.
Pinar
[Mod edit: Edited out full name. Kindly refrain from sharing private details, including your full name and email, in public posts.]
