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Re: Unable to gift data

Mnaseem78
Investigator
Investigator

‎09-09-2022 09:22 PM

It does not work online. I cannot gift data via the app or the website. Everytime I call EE i get the same answer - which number would you like to transfer to. There is no comprehension of the fact that having been able to transfer data using the app and then not being able to do so is incredibly frustrating. If EEs solution is that we should phone and spend 30 minutes waiting to speak to someone to transfer data, guess what.  I will leave EE at the earliest opportunity. EE are either unaware of the issue, dont have a solution, mislead you into thinking it will be fixed in 24 hours. Different stories from different people, but no solution. 

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5 REPLIES 5
Leanne_T
EE Community Support Team

‎10-09-2022 08:13 AM

Hi @Mnaseem78

If you can give us another call on 150, the team can raise a support ticket to get this looked into and resolved for you. 

Leanne. 

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Mnaseem78
Investigator
Investigator
In response to Leanne_T

‎10-09-2022 08:33 AM

I have called and messaged multiple times. No one can help. I don't want to spend considerable time on the phone repeating the same thing. The only help offered is a manual transfer of data while on the call or in the chat. This is unacceptable. It is a simple task that worked with no issues. The new App makes it impossible for me to manage the data requirements of my family.

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Leanne_T
EE Community Support Team
In response to Mnaseem78

‎10-09-2022 08:36 AM

Hi @Mnaseem78

If you are unable to gift data in your My EE app and My EE account online this would need looked into. We have no account access on the community to get this resolved for you, please try us again on 150 when you get the chance. 

Leanne.

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Mnaseem78
Investigator
Investigator
In response to Leanne_T

‎10-09-2022 08:49 AM

As I have said. Every time i have called or chatted. There is no solution. I am told its an email issue (despite it working with no issue for years prior to the new app). Then i am told one number is not eligible (despite being able to transfer to it for years prior to the new app). Then i was told a systems change will fix this within 24 hrs - of course it didn't. Then I was told it's a global issue with no solution and after an hour the support staff was only interested in passing me onto a supervisor.

So you can see that i have made numerous attempts to resolve this and EE are clearly not interested. Which is why I will leave EE at the earliest possible opportunity.

Even my complaint has been poorly handled. The text message containing information about my complaint contains a link that does not work.

I could go on. Is this acceptable from EE? Is this what customer service should look like?

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Leanne_T
EE Community Support Team
In response to Mnaseem78

‎10-09-2022 08:53 AM - edited ‎10-09-2022 08:53 AM

Hi @Mnaseem78 

You can find ways to log a complaint on our Complaints code of practice, Help page. This does include a web form you can complete and the team will get back to you when they have looked into this for you. 

Leanne.

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