Unfair Sales tactics and poor " executive" complaint handling.

[FairnessG]

Hi all, i had an interaction today with the executive complaints team, it was fast ill gvie them that yet they didnt address 90 percent of my complaint... just wondering if this is normal for others? Also if anyone is interested in coming together in a possible legal action there will be a sub Reddit soon. Apparently sales tactics, context and pressure are irrelevant to EE , are ee stores regularly a wild west?

[Northerner]

Hi @FairnessG 

Sales in store are different than online sales. 

There is no customer account access on these forums and therefore have no knowledge on your individual circumstances.

Thanks 

[Peter_W]

Thanks for sharing your experience here. 

With any complaint, this should be fully reviewed by our Executive team, and they will then reach a decision in line with our complaints code of practice. 

If you remain unhappy from here, the next step would be referral to the independent Communications Ombudsman, who will review the case and make a decision from there. 

Once at the point of deadlock, any communications around the case would need to go direct to the Ombudsman. 

You can find the full details of our complaints process here:

EE Complaints Code of Practice

Peter

[Loz53]

This seems pretty normal to me. I made a complaint about being missold a deal as what I ended up with was not what was described at all. Three times I have got in touch via chat and had it looked in to. The handlers just disappear, and then you get a text to say if they don't hear anything within 7 days the complaint will be closed. And then the cycle starts again. Comunications ombudsman is the way forward.

[Ali_A · Accepted solution]

Hi @Loz53 

I'd recommend giving customer service a call on 150 from your EE handset in the first instance, as the customer service team can reopen any case within 28 days to continue following it up. and if needed it can be handled through our escalation procedure. 

Ali