Abusive ee escalation team

[Kevinhome]

Hi 

I've just spent the last few days being abused and railed and threatened by ee call centre staff,  it started with trying to get my complaint delt with in a professional manner .

They have promised to call me back 6 times 4 of them by managers from technical to every day customer services, and nothing , now after 6 hrs on the phone I eventually got through to first level escalation team who did nothing but abuse me and talk over me telling me what's not happening, I'm a recent stroke survivor of just 8 days ago I had a heart attack a few days later and had to have an emergency operation, just released from hospital and trying to sort out my affairs incase the worst happens and the ee call centre advisor and manager named Leanne ( who was the last one I was able to speak to after holding for 1hr and 30 mins said regardless of your injuries and kept being abusive to the point my family could hear her and begged her to stop , has anyone else had similar incidences I've been a customer if ee in all its forms for over 25 yes and never had anything like this , in fact I've never been so abused by any company like this 

[Leanne_T]

Hi @Kevinhome 

I am very sorry to read about your recent experience and I would really like to help you get this looked into.

To do this, I have sent you a private message on the community to get some details from you. 

Please take a look and get back to me when you get the chance. 

Leanne. 

[Kevinhome]

Hi Leanne, are you the same call handler I spoke with ? I honestly am not well enough to have you do that to me again.

[Leanne_T]

Hi @Kevinhome 

No, I am part of the community support team and not the same Leanne you spoke to on the phone. 

We have no account access on the community and would be passing the details to our executive support guides to get in touch. 

Leanne.

[Kevinhome]

I don't know what to do for the best I feel drained abused by a company I trusted, if you think it would really help then please , what do you need from me.

[Leanne_T]

I have replied to your private message, thanks for sending this over @Kevinhome 

Leanne.

[Kevinhome · Accepted solution]

I'm going to post the transcript or recording of my last interactions with ee , I hope listening to how ee really act when you have issues, will help people make an informed decision,, on this occasion they put you on hold for hrs them pass you from one dept to another then say they have called you back when they do one ring and drop I had this from the call centre team manager  called issac,he did it just to say he called me when is enough enough please listen.

[Kevinhome]

To update everyone. 

Ee community team have been in touch and I will speak with them,this week,then yesterday I received an email from the manager who was abusive on the 8 th threatening my services with ee if this happens again , the same manager who refused to listen to the other calls with other team leaders because they didn't matter the same manager who I begged and begged and begged to just stop just for one second  to the point it made me feel so  I'll and she didn't stop not for one second. 

Over 25 yrs with ee ,25 yrs and never any single incident like this.

How is this possible?