EE Perk Deception

[AYE3238]

I have spent most of today trying to upgrade my phone with EE, and the experience has been incredibly frustrating.

I first tried upgrading through the EE app. The app clearly stated that I was entitled to a free upgrade, but after going through the entire process, I was suddenly asked to pay £72. I do not understand how something advertised to me as a free upgrade ends with an unexpected £72 charge.

I then decided to try upgrading through EE Perk using my NHS Perk code. However, when I entered the code, the EE system simply said that it was invalid.

Since then, I have called EE more than eight times today trying to get this resolved. Not one person I spoke to was able to explain why my NHS EE Perk code was being rejected or actually resolve the problem. Instead, several advisers seemed more interested in trying to sell me alternative deals or products that were completely different from what I was asking for.

The most frustrating experience happened about 10 minutes ago. I had been on the phone for 49 minutes when the adviser told me to hold while she investigated the issue. The call was then disconnected. After waiting nearly 50 minutes, I was simply cut off without any resolution.

I have also been told that the technical department could not assist with the issue.

At this point, I am extremely disappointed. If EE advertises an NHS Perk benefit, there should be somebody within EE who understands how the scheme works and can resolve problems when a valid customer is unable to use it.

After more than eight calls, hours spent trying through the app and website, being passed around, being offered products I did not ask for, and finally being disconnected after 49 minutes, I am now seriously questioning whether the EE Perk scheme actually delivers what it advertises or whether it is simply being used to attract customers into the upgrade process.

Can someone from EE please explain:

1. Why does the EE app tell me I am entitled to a free upgrade and then ask me to pay £72?
2. Why is my NHS EE Perk code being rejected as invalid?
3. Which EE department is actually responsible for resolving EE Perk code problems?
4. Why have more than eight customer service calls today failed to resolve what should be a straightforward issue?

I would appreciate an actual resolution rather than another sales conversation. I simply want to use the upgrade and NHS EE Perk benefit that EE says I am entitled to.

[XRaySpeX]

@AYE3238 : URGENT: Remove your email addy from your post on this public site. You wanna be scammed?

This public user discussion forum can have no access to your specific account & cannot resolve disputes you may have with EE. You need to raise this with CS.

No one will contact you from this user discussion group other than thro' the medium of these forums by posts such as this. Anyway we haven't the faintest idea who you are.

You can make a formal complaint to EE & if you don't get satisfaction after 6 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

[AYE3238]

Thank you.