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EE Complaint Issue

xo_mh
Visitor

‎31-05-2023 09:45 AM

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.

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2 REPLIES 2
Leanne_T
EE Community Support Team

‎31-05-2023 11:55 AM

Hi there @xo_mh 

Thanks for coming here. 

You can find full details on the complaints process in our Complaints code of practice Help page. 

I hope this is resolved soon for you. 

Leanne.

0 Helpful
Bobbiethedog
Visitor

‎18-06-2025 10:58 PM

Yes xo_mh, it really is a sorry state of affairs. I have been with EE for more than 20 years and now it will be time to go. The reasons being to date: 

  • Inconsistent 4G/5G wifi from a Smart Hub after a few months
  • Inconsistent reasons from customer service representatives about why this is - ranging from a bad software update to a satellite dish not behaving
  • A sudden recognition from EE that the Hubs are having intermittent problems (but not all of them)
  • A continued recognition that some Hubs are not working but with no idea how to fix the problem - but if I can just wait it will be fixed (I am a small business)
  • An offer of an increased data allowance to hot spot despite me explaining my signal is pants for my phone let alone running my business via it
  • Me asking for an escalation and complaint but this was difficult as there is 'no public-facing complaints team' (come on EE!)
  • I haven't counted yet but I am going to guess at least 50 calls to EE to progress the complaint 
  • Most calls I have made being met with a continued loop of transferring from one person to another - billing to the service team to the technical team to no team because anyone that can make a decision or deal with a complaint is obviously not allowed to speak to us customers!
  • No one calling me back when the line drops - EE's line that it 
  • Being told that the promise of no exist fees has been recinded because I have a contract and 'no' the customer service advisor didn't promise I could exit the non-existent service without paying something
  • Being told EE is now checking on its staff and what they say by 'listening to a recording of a conversation with me' which will determine whether or not I can exit
  • Never getting back to me despite me waiting for the outcome of the phone listening episode
  • Responding to my web form because I have given up with the phone, but only to tell me that the web form goes to the residential team and I am a business caller and er, there is no one to pass me onto despite my web form completion
  • Not understanding that a 20 plus years customer who is unhappy means they have got something wrong. 
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