YES. I WAS RIGHT COMPLETE DUSFUNCTION AND ROTTEN TONE AT THE TOP
So, it would appear that my last post has been deleted or lost. May have been because i ridiculed the unjustifiable plan of action that the Exec Team Manager Sarah chose to take. May be because I correctly predicted that she would seek to reduce the claim by as much as possible. She did.
I did not predict that:
a) she would be the least sympathetic, leaT thorough, most defensive, most aggressive rudest and least solution focused of all the agents with whom i had contact. And by some margin. (technical won)
b) reject / overturn what I had been told by two previous agents, undermining them and their own process and, implicitly, questioning my integrity as I had told her what they had said to me
C) conveniently omitted to listen to any of the calls which formed the backbone of my complaint (I mean! **bleep**). Quite the investigation!
D) did not make any reference at all to any investigation of my second contract, which had mysteriously followed exactly the same path (lost in post/wrong address, not set up to connect to the network, not set up to connect to the network)
D) specifically did not listen to the call on which I was trying to find out what had happened to the first set of SIMs and was told the by the EE agent that their system had my address wrong (incorrect house number) which may have explained why the first two SIMs did not arrive. YET, despite this she had the audacity to unilaterally declare one month later that the SIMS were posted to the correct address offering no explanation at all for this discrepancy in the facts on their side AND THEN ON THAT BASIS removed from their final offer all compensation for the chaos that ensued and saying she would refund only £14.70 for the line rental of one of my SIMS reflecting the loss of one month's network access.
This offer (a tiny fraction of the previous offer) seems and sounded vengeful and to me come across as an attempt to either intimidate me OR to ensure that i would have my work cut out with the Ombudsman. This offer WAS inconsistent with the facts previously reported by EE agents and internally inconsistent because it made a refund for one contract but not the other, even though I had lost network access on two SIMs for ons month.
I CANNOT STAND companies investiging their own failings. As we know, the Post Office and EE are both successor companies of the same state owned entity that was split into BT, the Post Office and Royal Mail. I am sure you can see my point. It has inherited the same rotten culture.
I have finally, one month later, reached the stage where EE has to refer my complaint to the Ombudsman. I shall do my level best to impress the gravity of all my previous points on the Ombudsman and request it sanction EE for the dysfunction at the call centre, for refusing to refund rentals when access to the network is denied to the customer, for attempting to thwart complaints, for intimidating and sharp practices. I shall also ask it to restructure the complaints process for the industry. My experience is that EE is playing a very dirty game and it needs exposing and changing. Stay tuned folks.
