No access to online billing or app for months

[ij4m13]

It seems I might as well bang my head against a wall than try and get EE to fix my online access to billing and my plan. It’s been months and a number of calls yet they have no interest in sorting it. 
I’ve had to resort to paying my bill by bank transfer because there’s no way of paying any other way. 
My plan is set with a zero cap so I just keep paying the same amount which seems to work but it’s extremely problematic if I want to change or check anything

ive been plagued with problems to the extent that I’m convinced that they’re targeting my account. I know for a fact that this happened in the past as it seems a disgruntled agent can enter information on the profile that can cause no end of problems without knowing why.

i had this go on for years before it was identified and after a rocky but less problematic period I’m not in an impossible situation as I can’t seem to get any one to fix it. They just want to do the moronic default trouble shooting as if that’s going to fix their problems with me accessing my account.

Do I have to leave because i don’t know what else to do and I can’t take much more of the provocation that they inflict on me. The problem with this is I don’t believe any other network is better as my experience of choosing a network is it’s a matter of the lest ugly not the best

Anyone who can tell me how I short circuit the front line trouble shooting nonsense and get someone to fix this once and for all is be extremely grateful

Btw I pay almost £70 pm so I’m on the best sim only plan I can find with extra added so I’m not bothered about what it costs I just need to know it works when I need it to and I can manage my account without endless grief.

I’ve not idea how they got voted the best network for however many years as they keep reminding me while I’m screaming into space about yet another problem. Clearly voted on my the CEO’s family

[Peter_W]

Good morning @ij4m13 

Welcome to the EE Community, and thanks for taking the time to share your experience here too. 

I can really understand why you'll feel let down here, as I can imagine it must be so frustrating if you've contacted us multiple times and don't feel any closer to a resolution. 

So we can ensure that some ownership is taken of this, I'd recommend raising this directly with our dedicated complaints team. 

They'll be able to open a complaint case on your account, look into your experience so far and ensure we've done all we can to get this resolved. 

In the meantime, there are a few other options we can look at when it comes to payments too. 

There's the option to set an automatic direct debit each month, which our team can set up at our end. or if you prefer to pay by card and know your bill amount you can use our anonymous payment option too.

Peter

[ij4m13]

Well that’s just typical of EE. Despite what you say there’s no ownership of this because nothing‘s been done for months even after I’ve raised this numerous times. Given EE track records in screwing up things there’s no way I would trust the organisation to store my cards details or to have a right to read my bank account, without me scrutinising the bill first unfortunately the serial incompetence that I’ve encountered gives me good grounds not to trust EE. The fact that the only place I had to go was to this community and the best answer I got was to continue asking EE to fix a problem which they clearly have created and haven’t bothered fixing for months. I’ve wasted hours if not days trying to contact EE about this and when I get through all I get is the frustration and abusive having to explain to someone that I don’t need to troubleshoot my phone because the problem lies with the software at EE, as it’s nothing to do with my phone it’s to do with the billing and my access to my account online. It wouldn’t matter if I was using a megaphone it’s got nothing to do with my phone but it doesn’t seem to matter one bit to the operative I’m subjected to when I call up . You mentioned to raise a complaint when after so many problems which have been created by EE not once has the company owned up to the problems. It’s clearly a policy of the company never to admit liability as in all the years I’ve never been compensated for the obscene amount of time I’ve had to spend managing my account . Any decent company would have apologised and compensated me after fixing the problem yet? Months later I am still smashing my head against this wall and all I get is a community help site where im told to make a complaint and to give my payment details to accompany that has proven untrustworthy and incompetent . Says it all really.