I had an extremely disappointing experience with EE and EE Finance.
Since last Thursday, I’ve been trying to apply for a PS5 Pro (2TB) priced at £692 with a 24 month 0% interest plan. Every time I submit the application, I see a message saying it’s under review, followed by an error stating that it wasn’t saved. No confirmation emails, no progress nothing.
I tried everything: different devices, browsers, internet connections, clearing cache, and incognito mode, but nothing worked. My friends experienced similar issues, so this clearly isn’t an isolated problem.
I visited EE store and contacted both EE and EE Finance multiple times. Store staff couldn’t help as they don’t have access to this offer and could only sell it at a higher price . Phone support advised me to use alternative options instead of EE Finance, and EE Finance kept redirecting me back to EE, saying the issue was on EE’s side.
On Monday, the EE team told me my application had been submitted and advised me to wait 24 hours. However, EE Finance later confirmed they couldn’t find it at all, so I lost a full day.
The sales team was also unhelpful. Initially, they assured me that I could purchase the PS5 Pro (2TB) for £692 on a 24 month 0% interest plan. They were pushing additional services such as a broadband, roaming, etc, but once they realised I would not be buying anything extra, they simply sent me a link to apply again myself, which felt like a scam-like experience and extremely unprofessional.
After being referred to the Credit Referral Team by Supervisor Abdallah, I sent an email and copied both Abdallah and EE support. I received a reply only from Donna telling me, once again, to contact EE Finance. When I explained that I had already done this and it wasn’t working, I was told not to contact them anymore. That was the last straw.
This morning, I received an email with a “Resume now” button, but it led nowhere useful, only options like “Upgrade plan”, “Add product”, or “Manage account”. When selecting “Add product”, only phones are shown, not the console.
I contacted EE Finance again, they couldn’t help and transferred me back to EE. EE then advised me to wait another 24 hours or submit application again. When I explained the situation, they said they didn’t know who could help me.
Overall, I’ve spent a huge amount of time speaking to multiple departments, but no one could resolve a simple issue or even point me in the right direction. I am very disappointed with this constant “ping pong” between teams, with each side blaming the other.
I have also submitted some complaints, but no one has contacted me to help with my issue.
As a result, my opinion of EE has completely changed. I was interested in trying this service, but it seems they literally don’t know how to help, so it’s worth buying it somewhere else, and I am seriously considering ending my contract. I am exhausted with all the unsuccessful communication. If such a basic request cannot be handled, what would happen with a more difficult one?
