Dear Marc
I am writing to express my complete and utter disgrace at the way I have been dealt with by EE, your technical team, woefully inadequate customer service team, rude and uninterested executive customer team. I would be ashamed to preside over what can only be described as a shambolic organisation.
I went on holiday to Mexico on the 26 October 2024, before I left for Mexico, I purchased a £25 add on so I could use my phone for data and calls, when getting to Mexico I had no data, no calls and my phone was dead. I put a message using the option on the EE App, and you called me back. After almost two hours on the phone, you could not get my phone to work and said I may need a new sim card, you promised to send me a new sim card and would investigate the matter further and call me back when I arrived back in the UK when I was to insert the new sim card whilst you ran diagnostics. Whilst I have received the sim card, I have not received any phone call to ensure my phone will operate in foreign countries.
For this to happen is a very sad indictment on EE indeed, you left me without any data or being able to use my phone when I was travelling across a very dangerous country. I am appalled by this service alone.
As part of the inconvenience, you agreed to refund me the £105.06 bill for that month, yet I have not seen any such refund into my account. Can I please remind you that as is recorded on the phone call made when I was in Mexico, as the £105.06 refund was promised you entered a legal contract and are liable to pay me this money.
When I arrived back in the UK and on the 18 November, I received a bill for £688.62 which you just took fraudulently from my account. £105.06 plus additional charges for a call that you EE made to me to fix the issue that I had in Mexico charging me £574.56.
I called EE on the 19 November and your customer service descended into chaos, I was told by your rude customer service staff that “it was my fault that I had been charged as I had made phone calls in Mexico” and there was nothing that you were going to do, I had to make repeated calls until someone promised to refund me all of the £688.62. A week has gone by, and I have received nothing!!
I called again today to be greeted by one of your rude customer service staff, eventually I was called back by a manager who said that only half the money had been agreed to be paid back however she had now made arrangements to pay the whole amount of £688.62 back to myself. This is again another legally binding agreement and something I am legally obligated to receive anyway.
I was not happy with still being only offered £688.62 and as I explained this bill that was taken out of my account put me into overdraft with associated fees, it has also caused me a significant amount of stress and anxiety, I explained to the manager that I would accept a compensation amount of £500 which would cover the dangerous position you put me in in Mexico, the dreadful customer service I have received and the bank charges I have encountered.
She said she could not authorise this amount however would put me through to the exec team, however “her offer was now off the table” have to be honest this was a very odd thing to state, so please explain this?
She then passed me through to a Sean in your executive team; I can honestly say I have never spoken to a ruder man that should not be working in an exec team in my life. Please listen to the call I had with him at just after 5:00 on the 25/11/2024.
His lack of empathy and woeful customer service was disgraceful, he has now refused to pay the £105.06 line rental and will only honour the £574.56 and will pay nothing towards compensation that I have requested for the danger I was put in, the costs for going into overdraft and the stress and anxiety I have suffered. The bad feeling that has been created between myself and EE I feel is now unreconsilable, I frankly want all my money back and to leave EE. He went onto say he didn’t care if I cancelled my contract and that I could go to the ombudsmen if I wanted. This is a terrible attitude from someone who works in an exec team and towards a customer that has received such appalling service and who has been with EE for seven years. No wonder your customer service staff are so poor and ill trained if it has people like Sean in the customer service team.
As things stand I have received none of the £688.62 refund that I am legally entitled to, I have received none of the assurances that my phone will work oversees and I will not be put in such a dangerous position going forward, and I have received no compensation to account for the stress and additional costs I have received due to the excessive amount of money that you have fraudulently taken from account putting me in overdraft.
As things stands all you have done is put a £574.56 credit on my account and said that “We’ll knock this off your next bill” this is wholly unacceptable, let me remind you that this is not your money to make this decision, this is illegal and fraudulent. Not only have you promised to pay me these monies back into my account, but you are also legally obligated to refund the £105.06, a total amount of £688.82.
In this instance EE have failed miserably to deal with its customers in a professional and safe manner and as far as I am concerned you should pay a compensation amount of £500 at the very least for the way in which I have been treated.
I trust that you will now investigate this matter urgently and refund all monies due to me that I am legally entitled to without further delay or procrastination.
Frankley if I was the CEO of EE, I would be ashamed and resign over this matter.
Can you please acknowledge this complaint no later than 3 working days from today 25/11/2024.
Regards
