Complaints and contacting the ombudsman

[BloodEagler]

So I have 2 plans with added extras, but i cant get one of the added extras because I cant receive a text on one of the lines to activate it, which i was told i could do by email, which is why i added an extra plan to get the xbox one on my phone because you can only do that by text. After nearly a 2 hour long phone call today with eventually getting a really helpful advisor coming up with solutions she kept getting stopped by her superiors.

I will be taking this further if they don't sort what seems a trivial issue of them providing the 2 added extras im paying for. I left a contract i was happy with and moved my number for nothing, which i will be cancelling before the grace period and reducing my other line.

This will then be reported on all social media and the ombudsman for offering services they cannot provide.

A lot of the staff have been really helpful but theres a flaw in the management if they are killing the workers common sense and initiative to provide customer service.  

[Matt_124]

You would need to follow the official complaint routes with EE first before you can refer it to an Alternative Dispute Resolution service such as the Communication Ombudsman.

You can make a complaint here: https://ee.co.uk/help/contact-ee/complaint/complaint-form

This needs to either remain unresolved after EE have had sufficient time to resolve it, or you would need to have a deadlock letter issued by EE which states you have come to an impasse. You can then take this to the Ombudsman.

[Chris_B]

@BloodEagler  Why can’t you receive the text ?    Can you explain? 

[BloodEagler]

The Sim card is in a satellite dish on my roof as the SIM is only used for mobile broadband. The account is controlled online and identity texts go to my other mobile number that is on the account but the activation one wont.

[Chris_B]

@BloodEagler  So it’s not that EE are not texting you it’s the fact you don’t have hands on with that sim.   If you got hands on with that sim you can put it in a phone to get the text.    Sorry to say but if you make a complaint about this and go as far as the ombudsman you’ll not win.   The action is via text and EE are doing their part to send the text.  

It’s not how you want the action it’s via how EE set this up and it’s their rules on this.  
and they are offering you the service it’s just not happening how you want to to happen.   

[BloodEagler]

Yes but this isn't mentioned when you sign up and I was told it could be done by email. Im sorry to say this is the attitude that says I will cancel my contracts and go elsewhere. EE are not doing there part at all in providing the service they said would occur. I even took out a new contract to receive the text for the xbox pass and was told the google one pass was done by email so could go on the account thats in the satelite on the roof.

[Chris_B]

@BloodEagler   They are providing the service it’s just that you don’t have hands on with the sim.  And you might want to read the T&Cs 

HERE 

look at  point 3 

[BloodEagler]

You are a prime example of what is wrong with this company, absolute muppets. They arent providing the service as it isnt activated or advised how it would be, I was advised it would be done by email. The rest of my conversation will be on social media and such like, as the complaints and CEO emails do not work. Followed by a phone call tomorrow to cancel contracts.

[Chris_B]

@BloodEagler  The CEO doesn’t deal with customers issues it’s not his job. 

 The complaints process does work provided you actually have a complaint.   You seem to think the T&Cs don’t apply to you because you don’t have hands on with the sim.    Do you have it in writing that it can be sent via email?  

Best of luck with any complaint you make and don’t forget to post the T&Cs on any social media platform you use so others can see the T&Cs of what you making a complaint against.     I say that because that’s exactly what the ombudsman is going to look at when/if you decide to make an official complaint.   The ombudsman is going to base their judgement on that.