I have never been able to see a single bill!

[AnonymousT]

I have never been able to see my bills, my device or anything other than my name, address and dob, email in my account. This is for over 2 years now and EE just won't sort it out. I have contacted EE lots of time, made 2 formal complaints.and they still can't do it - the most basic of information and they won't do it but they still take money every month. 

The website is just awful, it errors all the time, I have to log in twice every time and turn get an error. The app is just as bad, it goes round in circles and does nothing.

EE should sort this out because it isn't just me, this has been going on for years and people constantly complain. What is wrong with EE! Maybe they just don't have the adequate staff to resolve it or they just don't want to spend money. 

I'm looking to move away from EE because they really are useless and incompetent. I have never experienced such a bad user experience in my life as EE. It's awful!

 

 

 

 

 EE systems and software isn't fit for purpose and should either be given to a company to sort out or just dump it altogether. Basic information should be available to every account holder but if EE can't or won't show this information there is seriously something wrong. Tue leadership obviously don't care about customers at all.

[Chris_B]

@AnonymousT  Have you spoken with customer support about this ?    Because not everyone has this issue and unless you report it they don’t know you have an issue.    it’s probably best if you request an account reset. 

[AnonymousT]

I have contacted customer support many times and escalated to executive complaints. Still the same although I have been told it has been fixed many times. 

[Leanne_T]

Hi @AnonymousT 

Thanks for coming back to the community. 

Do you have an open complaint with our executive complaints team? What was the last update you were provided when you contacted us? 

Thanks. 

Leanne.

[AnonymousT]

I do have an open complaint and I have no idea what is happening. I have email again today to see what is going on. It's an awful service and not very customer centric at all. 

[AnonymousT]

Reference ******

[mod edit: details removed from the community]

[AnonymousT]

Reference

I cannot understand why it cannot be traced and fixed. I have been programming for 35 years and 8 know this is either due to incompetence or lack of interest because with today's technology, especially AWS it should be alerted to why it's happening and then if not it is easy enough to trace the issue and fix it. In my opinion, EE don't care as long as I'm paying money. Well that stops on 5th June because if I still can't see my account I'm going to stop paying and complain to the regulator. It's a joke, it's 2 years! I have never seen a bill, usage, etc...nothing. 

[mod edit: details removed from the community]

[Leanne_T]

Hi @AnonymousT 

I understand your frustration and I'm sorry we have no account access on the community to look into the open complaint for any updates. 

If you have emailed the team today, they will get back to you with an update or you can give us a call on 150 and one of our guides will take a look at this for you. 

For more information on our complaints process, please see the complaints code of practice.

Thanks. 

Leanne.

[AnonymousT]

I'm sorry, I'm not calling again because it then gets escalated and then into the abyss. EE know there is an issue and I shouldn't have to keep telling them, they need to sort it out. I have emailed the CEO as a last hope and if that's doesn't solve it then I know where I stand. I can't keep doing this, it's not my responsibility to kick EE time and time again. They need to own it at least and take responsibility. 

[AnonymousT]

Same as this:

https://community.ee.co.uk/t5/EE-app-and-website/Re-This-service-isn-t-working-right-now/td-p/156402...

This isn't an isolated incident