EE WEBSITE

[Tom_EE_Hater]

Escalating does nothing....

I've now made two complaints regarding this same issue, one on the phone, and one over email Business Service Reference Number: ******** of which I've heard no response, despite being told EE would aim to get back to me within 2 working days.

This is not acceptable, like Josh I've been told it would be fixed by X month about 5 times now, this has been an issue for our business since early summer 2024. Most recently I was told by the end of 2024 it would 100% be fixed, well, thats come and gone, so what's the new date you can pull out of thin air?

By the way, I write this as I sit on hold for 30 minutes so far to pay my several hundred pound monthly bill for your 'service'  because I can't pay it in a seconds online...

This issue which many business customers seem to be facing needs a hard date for resolution in writing.

[Mod edit: removed personal details]

[Tom_EE_Hater]

If it's true that EE are still very much throwing their hands up in the air and shrugging shoulders too who and why is having this issue (my business included) How is it the customer service team continues to pull new dates out of thin air as to when it will be resolved?

End of December 2024 was the most recent, 100% will all be fixed by then when this 'new system' is rolled out, sooooo, thats come and gone, whens the new phantom guideline?

[Tom_EE_Hater]

Ohhh dear, I'm afraid you're cooked. I'll answer Michael_D's copied and pasted reply he puts on all these posts, no, clearing cache in browser and app will do nothing, neither will trying on another device, this is a EE account issue, that many businesses are experiencing, my business since summer 2024, so you have to call customer services for everything, and they'll keep giving different dates to when it will be fixed, but this is all pulled from thin air. 

[Tom_EE_Hater]

Just a quick bit of closure - just got off the phone to customer service, 35 minutes to get through, not bad, have been told to tell customers it will be 'soon' although to be fair, the guy on the phone did acknowledge this wasn't very helpful, so I guess it's all ok...

[Joshparker1]

Yes, ive had the very since around summer last year, I payed for all the extras on my plan that i thought would suit &/or benefit me & none of which can be used by the consumer. Although i cant use these benefits i also cannot swap to a “Lower plan” to which i may as-well be on. 

I pay £89 a month for a single device & plan thats now what you could call “outdated”, i specifically opted for upgrade anytime within my plan & i had options for a upgrade for the first few months then after i got nothing. May i also add my payments have always been made. 

I contacted EE via “Live chat” to add a product to my plan as i couldn’t do so myself & It was added no problem ultimately eliminating that it’s anything on my behalf. 

[Rach_H]

Hi @Joshparker1 

Welcome to the Community!

We don't want you to be paying for benefits you're not able to access, so I can understand your frustration. Have you made a complaint with our team about this?

Rach

[Joshparker1]

Yes on many occasions and the situation is still the same. 

[Leanne_T]

Hi @Joshparker1 

I am very sorry this has not been resolved for you since opening the complaint. 

To get an update, I would advise giving our business team a call and they will get the complaint and account looked into for you to let you know the latest update. 

Thank you. 

Leanne.