Just had an absolutely abysmal experience on EE live chat. Nothing wrong with the agent themselves, but the practices of EE seem very questionable.
I submitted a complaint via webform 7 days ago and hadn't heard anything back, so I jumped onto live chat to see whether I could get an update. I was then told that if you log a complaint with EE and then don't reach out to them within 7 days after logging that complaint, then it gets removed from their system. What? I received a confirmation email on the day I submitted the complaint letting me know that my complaint was received and they'll need time to review it, but NOWHERE does it say that we need to get in touch within 7 days to keep that complaint valid.
So what, if I had contacted them tomorrow then I'd have been told that my complaint had been wiped from the system? I'm very confused.
I'm keeping screenshots of everything and all of my communication with EE so that I can escalate it if needed, but thought I would warn others in case they didn't know that this was a requirement in complaints.
