Half a Decade Customer; Endless Complications!!
I’ve had one of the worst experiences with EE customer service and feel it’s important to share. Over the past several months, I’ve been dealing with multiple issues, and despite spending hours on online chat and calls, nothing has been properly resolved.
Here’s what’s happened:
• Billing issues: My plan increased due to CPI+3.9% rises, but I was never notified because my account details weren’t updated by EE staff. I’ve had to chase this repeatedly.
• GDPR breach: I was receiving emails that were meant for another customer, which included personal details such as her name and account number. I need confirmation that my account is now correct and fully complaint with Data Protection regulations.
• Upgrade Anytime feature failure: I’ve been paying for this service for months but cannot use it properly. Attempts to upgrade my device have repeatedly failed due to EE system glitches, both in store and online.
• Incorrect records: I’ve been wrongly accused of handing in a “broken” device and filing an insurance claim, even though I’ve never needed to use my policy.
• Repeated misinformation: I’ve been passed from advisor to advisor, often receiving contradictory information or being told my issues were “fixed” when they weren’t.
I’ve spent over 8 hours today on chat trying to get answers from advisors Nikhil and Mitansh. I feel completely ignored and misinformed. It’s incredibly frustrating to pay so much for services that are not being delivered correctly.
Now, I’m seriously considering whether staying in a EE contract is worth it. I hope that sharing my experience will raise awareness and push the company to take responsibility and actually resolve all my concerns mentioned above.
Lessons learnt: Always double check your bills, account details and do NOT rely on EE’s systems records. Their service can be slow, confusing and error prone. Loyalty seems to mean nothing to them. Ask yourself - is it really worth the money?
