Thank you, Kate. It seems that no one can cancel without being interviewed by first running through the dreaded retention department, which tries every possible deal to keep departing customers.
You mentioned that something "should" happen, but nothing has been received yet. I believe my broadband issues and account have been mixed up with my SIM cancellation. The situation isn't complicated; I think the merger between EE and BT and its various billing systems, followed by billing platforms of the two companies has massive integration issues, this operational problems. Then you have directors who don’t know what the issues are but they will only hang around for a few years then get another gig or here direct reports like the power and have meetings about meetings.
Customer service can't see everything (partly due to GDPR), and management is attempting to address the issue, but it's just too big. Developers write code, then leave or are bad programmers and make the situation worse overall leading to a major operational and systems nightmare. As a result, the heads of customer services bear the brunt of complaints. The business then relies on the hope that customer churn remains low compared to the number of new customers signing on. That’s it so fully expect this series to continue for a while yet.
