Accusations against character & a complaint

[OCDean87]

Hi there,

The purpose of this post is to discuss accusations against my character, along with poor service received from a member of staff. I believe your calls are recorded so you should be able to review this. I also wish to record my displeasure at the the offers that are available to myself as both a loyal customer, and a blue light card holder.

Having made a call in the past hour to your company, I spoke to a gentlemen regarding upgrade offers available to me, and to see if you were able to compete with what is being offered by the other major providers. For the purpose of comparison, Vodafone could offer the Google Pixel 7 pro with 100g data for £32 a month, £89 upfront over 24 months. The gentleman I spoke to offered me the same phone, 125g of data and £30 upfront for £52.  A great deal more expensive, but I would get my 20% BLC discount which would reduce this somewhat. I asked the gentleman to confirm multiple times whether this would be uncapped data speeds and with a smart benifit and he said yes. However, when I was in a position to go ahead with this, he retracted that offer, stating he wouldn't be able to give me the uncapped speeds and smart benifit at that price. When I mentioned what he has said previously, he wouldn't entertain the conversation. When I politely asked to speak to someone else, he accused me multiple times of being difficult and was very curt in his tone, and very rude. More so than you would expect from the UK's best network.

I would still like to negotiate a better deal with someone, but ideally with someone who can take into account my long standing relationship with the company, and commitment despite enduring issues with data speeds on my current contract despite great signal.

I'll also mention that on a previous phonecall yesterday, one of your advisors informed me I have been drastically over paying for the contract I have, so if that can be addressed too, that would be great.

I work in mental health social care for a charity, it's very rewarding but I don't receive an amazing salary, so every penny saved is a big deal. 

Kind regards,

[James_B]

Hi @OCDean87,

Welcome to the EE Community.

I've sent you a private message. Please check you inbox and get back to me when you can.

Thanks

James

[Y2GRAE]

I'd hasten to add that the price quoted would be WITH your 20% discount 

[OCDean87]

If that's the case, it makes their offers even more unappealing compared to the competition.

However, during the phone call I made no mention of being entitled to a BLC discount, and nor do I currently have one applied.

[HirenC]

Just had a similar conversation with EE and same outcome.  To be fair the customer service agent was polite and no problems in that respect. 

I have been with EE for over 25 years and have negotiated contracts and often been given sensible deals which has retained my custom.   On my latest call with them not only would they not even match my current deals (Which was negotiated over 2 years ago), they wanted me to take up an offer which would cost me more!  I have three sepearte numbers with EE and this often would get me competitive offers but at present this doesn't seem to stand for anything.  

The general attitude appears to be "we are the best so take it or lump it".  Looks like my long term association will be coming to an end....

[Leanne_T]

Hi @HirenC

I am sorry to hear this. 

If you would like to discuss this further and see if the team can offer anything else, please get back in touch with our mobile care team on 150 they will be able to go through all options with you. 

Thanks.

Leanne.