My sorry saga began after a failed renewal of my BT contract. A ‘data integrity’ issue resulted in an inability to continue with my BT account and I was required to transfer to EE. This inexplicably resulted in my landline being disconnected for 6 weeks. Since I became an EE customer I have been battling to receive the delayed provision compensation of £6.10 a day which everyone agreed was due to me - a not insubstantial sum of just over £200. I have made numerous call to 150, resulting in copious note taking, apologies, assurances and opening and closing of complaints. My takeaways from all this are as follows:
1. It’s up to the customer to advocate for themselves and that can feel like a full time role! 2. EE managers are VERY loath to engage with customers and rarely keep their promises.
3. Call handlers are very polite, sympathetic and do their best despite being hampered either by lack of understanding of the system or inability to authorise certain actions despite knowing they are necessary. A big shout out to Charlie and Kazi who managed to finally get me by rebate after only two calls this week. 👏
