Ee bad experience

[Jjones7]

So I have a 15 year old daughter witch was affected by all this and I have not got no where and still don't understand they have tried to get money off me for nothing I lost my phone on the Monday I rang EE they put a bar on it I rang the insurance computers down ring back in 2 hours after 4 phonecalls a day for 3 days I finally got through to go to a descion maker keep a eye on emails nothing ring back up yes its sorted we will send a new phone and SIM out and I would have to pay 120 excess fee on my bill date witch is the 26th then I get me phone hears where my daughter comes in she also has a phone I pay for as when she goes out she always has data and calls and normally her friends don't have data so she's unlimited and does the hotspoting for friends when out well I get my phone back then that night my service got switched off I rang off a spare phone I was using asking why no one could explain in was upset that my daughter was out at 6 o'clock as it's dark and was raining with no way to contact anyone so they sort it out and said they would ring back Monday withc they did yesterday I have all recordings as well where a manger said wait I won't have to speak to no one as I explained I have mental health issues and don't understand in don't owe you nothing untill the 23rd when I get paid my bill date but because I claimed on insurance I pay for inwent over a credit limit witch ment I can be turned off when I don't owe nothing it have been stressing me out I am in contact with profession help and I have been told to post this to get a response have EE ever tried this with you it is intimation using services as a way to get you to pay in the end I told him he he wants to turn my service off but I opened complaints and didn't hear nothing now I'm doing this and next a phone call  @Legal  @Help @Head 

[Peter_W]

Good morning @Jjones7.

Thanks for taking the time to reach out to us here on the Community, and for sharing the details of your experience here, too.

I'm really concerned to hear about the distress that this has caused you, and want to reassure that this definitely would never be our intention. 

Every EE customer has an internal credit limit that determines the level of recurring and additional charges they can run up each month. 

It's uncommon, but if an account charge takes you over this limit, we will place a bar on the line to prevent you from the potential of any further charges.

This is completely automatic and isn't anything to do with demanding payment - it's a mechanism built in to protect customers from potential financial difficulty.

In some cases our team are able to do a temporary override on the limit to restore your service, but this isn't guaranteed and sometimes a payment would be the only option. 

Just to be sure, how is it things were left with you when you last spoke with our team?

Peter

[Jjones7]

Yes that might be the case but the representatives lying on the phone not
telling me what's going on and further still now only care about closing
complaints tbh I'm on the next stage just waiting to go to a obmismun as
this is not good at all and currently in the process of putting the calls
on to a tiktok account just waiting on clip sizes and parting

[ee_user14]

What's your tiktok @?

[Peter_W · Accepted solution]

@Jjones7 Normally if you have been referred to the Ombudsman, this will be after we have reached deadlock at the end of our complaints process and unable to agree on a resolution. 

We don't have access to accounts via these forums to speak for your individual case, but usually once a complaint reaches that level it's not possible to amend any previous offers or comment further.

You can find more details on this process overall in our complaints code of practice.

Peter