How is it possible that such a big organisation with so few products operates so poorly, treats their customers so badly and is so technologically inapt.
Of almost 10 years as a customer I have been overcharged substantially by EE for more than 2 years. I tried to get refunded briefly but it is not worth it for me due to the process being extraordinarily complicated and cumbersome for a thousand pounds.
I still decided to switch to a new broadband contract and now I am being double billed (the old broadband was out of contract, this is not the reason). Digging into things you uncover layer after layer of disfunct products and processes.
You cannot view invoices directly in email, clicking on links you get directed to a 2001 homepage built entirely without logic; you cannot view bills there - for that you have to download the app. In the app when clicking on download bills, the app freezes. On "Manage" you get errors "We can't show your current broadband plan - See broadband deals". On "shop" you get an error message "Sorry, looks like a technical error". On home you get prompted "Let us what you think", when actually filling out the feedback form you get an error "something went wrong with the form".
The envelope I was promised to return the old modem never arrived. Customer service is first not available, then does not know what to do, sending you from the wrong person to the wrong person.
When going to forums to read about issues that other customers have (of course everyone has the same), from official representatives of EE, you read nothing but neglect, avoidance or generic information.
What the actual heck. How can an organisation, and its employees, be so incompetent. Do you actually look at your products and services? Do you test these things and think "Yes, this is good, this works, cutting edge. I am proud of what I built."
