**Title: Disappointed Long-Time Customer Receives Poor Service from EE's Executive Complaint Team**
As a loyal EE customer for 12 years, I am disheartened by my recent experience with the company's executive complaint team. Despite my dedication and significant financial investment, my recent interactions have left me feeling undervalued and frustrated.
I contacted EE seeking a solution to a straightforward problem, but the response was far from satisfactory. Initially, I spoke with an advisor who, I was told, might have been an apprentice. This lack of clarity was concerning. My call was then escalated to a manager who, despite his efforts, was unable to assist me effectively. I was later informed by the executive complaint team that the manager had gone out of his way to help, which should be standard practice, not an exception.
My primary complaint was about the subpar service I received. Given my loyalty and substantial financial commitment over the past decade, I felt it was reasonable to hold EE accountable. The email exchanges with the executive complaint team were unprofessional and disappointing. Promised callbacks never occurred, and the language used in their communications was poor and inappropriate. When I questioned their service, I was threatened with account closure, which was alarming. Although I may have been frustrated during the calls, I apologized and requested transcripts for my own training purposes.
The executive complaint team made me feel as though I was at fault for seeking accountability. Despite multiple requests, I received no confirmation that my concerns were escalated to a team leader. Instead, I was continually redirected to the same team, even receiving a non-reply email at one point. Their level of competence is concerning.
I was referred to the ombudsman twice, which seemed excessive given that all I wanted was an apology for the poor service. I never sought compensation; I simply wanted acknowledgment of my dissatisfaction and a commitment to improve. The executive complaint team’s attitude suggested they believed they were smarter than their customers, until they encountered someone who understands what good service should entail.
After 12 years with EE, I feel that my loyalty means nothing to the company. I urge EE to consider how their executive complaint team handles customer concerns and to adopt better practices, perhaps by taking a cue from Apple’s support team.
This review will be shared on all EE social media platforms and review sites to highlight my experience and encourage improvements in customer service.
Thank you for your attention to this matter.
