Still can't link accounts

[richfletch123]

After moving from BT to EE and having 2 mobile accounts as well I still can't link my accounts. I have called several times to be told there is an internal problem and even that my Email address at EE was listed incorrectly. 2 weeks on and still can't do it so can't even see my EE phone bill! Very frustrating! Please help...

[PhilGrell]

I am in the same position. 2 weeks in and no link to my existing EE mobile account. I have been told more that 1 ticket has been raised but still nothing. Each time I am told to wait 5 days - and 5 days later nothing - new ticket wait 5 days. The inability of your colleagues to be able to escalate a problem is very sad. Your published complaints' telephone number just goes to the same call centre as an call.

And EE/BT is a communication company, best in its field??

[Galtech]

Good luck getting some help from EE with this issue. It's been six months for me, and I'm still being fobbed off with the same excuses.

Every time I call, they say to wait five days. They clearly have an issue merging accounts, but won't address it!

[Linzi_H]

Hi @PhilGrell 

Welcome to the community.

I know it's not much fun going around in circles like this, and I'm sorry the team hasn't been able to get this sorted yet.

When speaking to our Guides, have you requested to escalate this to a team leader?

All of our contact information can be found HERE, and you can read more about our Complaints Code of Practice for further details. 

Linzi

[Linzi_H]

Hi @Galtech 

I can see my colleague suggested opening a complaint so we could escalate this further.

Were you able to do that?

Linzi

[PhilGrell]

Thanks for your reply yes. I certainly have had a complaint entered. This gives an email saying if you need to discuss, here is the number to call which of turns out to be just the regular time consuming multiple question with no "do you want to discuss your complaint" option. Your tech team said they would fix it, and finally a complaint was entered on the 1/11. But I was complaining about this as soon as I found the 2 accounts had not been linked a day or so after the original order on 27/10. If no complaint was raised then shame on you. Someone ought to review the recorded phone calls and chats

In the latest chasing call I made today, your customer service person was unaware of the issue being  noticed and reported back in June or the discussion on this community site. So they are happily believing that its a 5 day ticket job.  Their hands are tied as there is no way for them to escalate to someone who will take action. Its a tough life for those customer service folks being so badly supported by you management. who are obviously unwilling to speak to their customers

[Linzi_H]

If we have opened a complaint for you @PhilGrell then you should have received a text or email (depending on your preference) with your complaint ID number. If you haven't heard anything following this, then please call us to escalate this further. 

We don't have access to your account account here, you would need to speak with our management team over the phone who will advise you of the next stages of the complaint process. 

Linzi 

[PhilGrell]

Thanks for your reply yes. I certainly have had a complaint entered. This gives an email saying if you need to discuss, here is the number to call which of turns out to be just the regular time consuming multiple question with no "do you want to discuss your complaint" option. Your tech team said they would fix it, and finally a complaint was entered on the 1/11. But I was complaining about this as soon as I found the 2 accounts had not been linked a day or so after the original order on 27/10. If no complaint was raised then shame on you. Someone ought to review the recorded phone calls and chats

In the latest chasing call I made today, your customer service person was unaware of the issue being  noticed and reported back in June or the discussion on this community site. So they are happily believing that its a 5 day ticket job.  Their hands are tied as there is no way for them to escalate to someone who will take action. Its a tough life for those customer service folks being so badly supported by you management. who are obviously unwilling to speak to their customers.

Have any of the EE Community Support Team tried using your own systems? Try making a call with a problem - lots of apologies but no resolution. Try your AI Systems which are unable to recognise when the questions are outside of their algorithms and transfer to a person . 

[PhilGrell]

Id like to know HOW to speak which your management team. They seem to be very well hidden behind a firewall somewhere!

[Linzi_H]

I have linked all of our contact information above @PhilGrell 

You can reach us on 150 from an EE mobile, or 07953 966 150 from any other phone.

Please call us and speak to a Guide, from there you can request to escalate your complaint.

Linzi

[PhilGrell]

Thanks for this advice on 8/11 .  I had previously had the complaint acknowledged on 1/11, and having contacted 150, before you suggested it (150 is nothing more than the normal customer service line ie no way to chase a registered complaint) I was promised it had been escalated and I would receive a call from a supervisor between 12.00 and 14.00 on Sat 9/11. This of course was complete fantasy - no call received.

I really can not understand how you and your customer service operatives are fed such bad information which, with good intent, you pass out to customers.  AS I have already said, you ought to try dealing with your own people to understand how poor the service is for the customers who pay your wages.

Oh by the way, accounts still not linked!! So cant see any bills of course (except my pre-existing mobile account)