Appalling customer service and advice

[Claireto]

Hi I don’t know if this is the right place to post this but I didn’t get a chance to give feedback or review when I asked for help from ee. I had messaged asking for help with roaming as in an 18 day period abroad (I’m abroad now) I only needed 3 individual days roaming and the advice I was given was dreadful. I spent 40 mins on the messaging forum and asked if it was my spend cap that was the problem to be told a confusing explanation about the spend cap that didn’t answer the question but implied it wasn’t to do with that. The advice was then to go on airplane mode the whole time I wasn’t going to use roaming!!!? I have ill family and need to be contactable and to be told to keep my phone on airplane mode even when on WiFi for 15 days I find ridiculous. My spend cap suddenly got increased from £10 to £20. I wasn’t asked if I agreed to this or wanted this it was just increased. When I asked if I couldn’t just speak to someone to resolve this request was ignored. I was then asked to check if my phone was now set up correctly for roaming  - I pointed out to do this would cost me a days roaming charge and they hadn’t realised this would happen!? All in all I was back to where I started and ended up figuring it out myself. Not at all impressed, EE are usually spot on when I’ve ever had to contact them in the past. But on this occasion it was absolutely unbelievable. I’d like someone from ee to message me please I think this needs feeing back. Many thanks 

[XRaySpeX]

Where are you?

What was the issue about the 15 days abroad that you didn't need roaming? Being charged for them?

No one will contact you from this user discussion group other than thro' the medium of these forums by posts such as this. Anyway we haven't the faintest idea who you are. You need to phone CS.

[Leanne_T · Accepted solution]

Hi @Claireto 

I am very sorry you have had this service when you messaged us and appreciate you coming to the community to let us know. 

We have no account access on the community to contact you to feedback the experience you have had. To get everything looked into you can open a complaint using the Make a Complaint form, and one of the team will get in touch to discuss everything with you. 

To change the spend cap back to £10 you can do this in the EE app, details can be found in the Set up and manage Spend Cap page. 

Thanks.

Leanne. 

[Chris_B]

@Claireto  you say you only need three days worth of roaming in an 18 day period but you need to be contactable is that contactable as in the full 18 days ?  If so you need roaming for 18 days.