Review - very disappointed

[ClarkieCapp7]

I don't usually leave bad reviews but this time I was so disappointed by the service and the lack of help that I can't help but complain. 

My partner and I moved back to the UK in August 2024. We decided to open a broadband and went to a store in Worthing.  A female  representative from that store "helped" us but forgot to tell us that we would have to pay 50 pounds on the spot. For that reason we were later charged 50. However we didn't know anything about the 50 pounds and we thought it was a mistake. We asked for a refund and it was given to us.

Fast forward 3 months. We go to another ee store to get a sim+phone for my boyfriend ( we were told we had to wait 3 months from our first visit, because our bank account was very new and therfore we didn't have a good enough credit score). We go and we are told that for some unknown reason we can't get the sim+phone. No one knew why.

Long story short we kept visiting ee stores every 3 months and we were always being told that unfortunately we couldn't get what we wanted and no one knew why.

February 2025: we receive a call from a representative telling us that we could finally get the sim+ phone.

Very happy we go to a store in Brighton and we hear the same thing AGAIN. And once again no one knows why we can't get our sim and phone. On the same day we go to another store in Hove and one representative tells us that apparently when we got the broadband in August we didn't pay the 50 pounds on the spot and that's why we were later charged. But that "missed" payment ruined our credit score and now we have to wait until August 2025. 

Needless to say we are utterly disappointed and upset. This was a mistake made by one of your representatives!! We were not told about the 50 pounds and therefore did not pay. Moreover, not one person in the past 6 months was able to tell us what was happening!! No one knew. Which is crazy. How could no one figure it out?

My boyfriend had been a ee customer for years and he is now considering changing provider, giving how badly we were treated. No one offered a solution. Its unacceptable that our only option is to wait until August for a sim and a phone!

I know the mistake was made by ONE of your representatives but it's inadmissible that not one person was able to see what the problem was. And took us 6 months of us going to stores to finally find someone who figured out what the issue was.

Given the mistake was not ours, I don't think it's fair that we are the one suffering the consequences. 

[Chris_S]

Hi @ClarkieCapp7 I'm very sorry to hear about your experience in one of our stores.

 We always expect guides to provide absolute transparency when offering products and services, so I'm concerned to hear that the £50 charge was not explained.

Were you provided with any documentation to look at and sign when you completed the deal at all?

I'd recommend visiting our complaints page and logging a complaint so that we can get this looked into for you.

You can find further information and other ways to complain here

Chris S

[Chris_B]

@ClarkieCapp7  Why didn’t you just call customer support and ask why ?   

[ClarkieCapp7]

Why would I call customer support when I'm face to face to someone?

But yes of course I'll call customer support anyway. Given not one representative was able to actually help.

The main point of my post was simply to leave a review. I was not looking for help because I know exactly what people will say: " call customer support" 

[Rach_H · Accepted solution]

I can absolutely understand your disappointment, and this is never the experience we would want you to have after re-joining us @ClarkieCapp7 

While speaking with our Complaints team will mean the team ae able to work with you to get this resolved, I would also recommend emailing our credit file team at crqueries@ee.co.uk, and advising them of what has happened, and they will be able to get the your credit file updated.

Rach

[ClarkieCapp7]

Thank you so much for this info. No one told us about this email before. 

[Kevpix]

Sorry for your problems and I hope it all gets sorted. I have my own problems and on one occasion while trying to fix a problem in the EE shop in Chichester I was advised to take a seat and phone customer support 150! This is after customer support advised me to go to my local shop!! EE are utterly useless and I’m really disappointed after a decade with BT. Sky here I come!!

[Junedavies1949]

EE Have a tendancy to brush customers off unless you are offering them the magic words of "I need a new contract and have new monthly money for you" be on your guard as from what you have said that £50 is lingering on yours or your partner's (the account holders) Credit File,try the Email Address that was provided to see if they have registered the £50 against you as that is most probably the problem you've been having.

Best way to confirm it is to look up Experian or Equifax online which are credit reference agency's that you can sign up for to keep an eye on your credit score for anything you do related to Credit in The UK,once you have an account they should give you options to look at the data held against you including who is running checks etc.

The Email given will need to be contacted to arrange to have the black mark taken away from your credit profile,The black mark is classed as debt on your credit profile but this can take a long time sometimes up to 6 weeks + to resolve and it isn't an easy process.

If it's not resolved then they sell your "debt" to third parties and that's a whole new can of worms to unravel.