Account info missing

[Melbury1]

When I checked app yesterday I noticed that there were no details of my broadband or TV. Missing when I log into browser. The only service showing is my SIM.

I spent ages spray with a guide . All good at his end. Reset everything and told it might take 12 hours. Still mit this morning 

[Peter_W]

I can totally appreciate your disappointment there, @Melbury1 

Our complaints team will review all the details of your experience overall, and ensure we take ownership of the issues you've faced here. 

Peter

[Melbury1]

As I said in my last post I raised a complaint via the complaint section on EE website.

This afternoon I received a message to say that the complaint has been closed. I suppose they consider this as"we'll be in touch" as I had no other communication . Another conversation with a guide. Another fault raised and another call back booked!

I am very close to telling them I no longer wish to be a customer.

[Melbury1]

I  should have said in previous post that the issue still exists 

[Melbury1]

The saga continues. After speaking with a member of the complaints team on Thursday I was reassured that they would look further into the issue and call me back the next day. Predictably I didn't receive a call back and I've now opened a further complaint. Interestingly I received a text message to say that my complaint had been closed. 

As it stands at the moment they can see my linked products but as I have said before the only product I can see that is my EE sim. I'm  unable to access the broadband or TV package information and the app tells me that I don't have these products but I can get them!

I have tried to manually link my other services but when I enter my account number which is correct I'm told that the account is not recognised. Several EE guides have witnessed this by the video link.

[Peter_W]

Thanks for the update here, @Melbury1 

Please don't share any of these details in public, but when you speak with complaints you should be assigned a point of contact, and they definitely shouldn't close things until resolved.

As it sounds like you've raised multiple complaints here, could it be a previous complaint that was closed down so everything can be handled under one case?

Also did the complaints handler you spoke with provide you with any means to get back in touch to chase things?

Peter

[Melbury1]

Hi Peter 

Thanks for getting back to me. As said the last person I spoke with promised a call back the next morning but didn't do this.

 I have never been given any point of contact.

[Peter_W]

Thanks @Melbury1 

Let's give this a couple more days, and if you've still not received a call back by Tuesday, let me know and we'll see if there's anything more we can do. 

We always want to give our team the chance to get things sorted out for you, but I appreciate your experience here has been far from what we'd expect, and we definitely want to make sure everything possible is being done to support you. 

Keep us posted,

Peter

[Melbury1]

Ok. Thanks for listening. I've attached what I see.

 

 I deleted account number 

[Peter_W]

Good morning @Melbury1 

I just wanted to check back in and see if you've had any further updates since we spoke at the weekend?

Peter

[Melbury1]

Hi Peter 

Following my last complaint I was called yesterday by a member of the complaints team. I've had to send in again all the screen shots that I had previously sent.

This morning I received an email confirming that the screen shots had been passed on to the IT team and that she would contact me with an outcome. 

I just feel I'm going round in circles 

Paul