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Complaint - disgruntled and disappointed loyal customer!

Reames
Investigator
Investigator

‎01-07-2023 12:15 AM

I’ve been a loyal customer of EE for donkeys years!
Took out a new phone contract and after seeing my next bill, I was shocked at the amount being charged.
I think I’ve been over charged, paying the bill could put me in financial hardship!! 
Extremely worried, I immediately cancelled my direct debit and tried to contact EE online but found no obvious or easily accessible route. 
I submitted an online complaint, sharing my concerns and received electronic proof of receipt by no query reference number supplied and no details of how to check progress. No response as yet. 
Tried calling EE, advised to go online!!! Waited inline to speak to someone but wait times of over an hour!!!
Just want to resolve this asap, please help! 

0 Helpful
7 REPLIES 7
Chris_B
EE Community Star
EE Community Star

‎01-07-2023 08:06 AM

@Reames     “I think I’m better overcharged”.  So you cancelled your DE because speaking with anyone.  Smart move.      How are wait times over an hour at  12.15am when you posted this as CS are closed.   

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.
0 Helpful
Northerner
EE Community Star
EE Community Star

‎01-07-2023 08:46 AM

Hi @Reames 

You must know how much you agreed to pay at the stage of upgrade. Your bill will show any additional charges, but you maybe charged for the end of your old contract and the pro rata payment for your next contract. You'll need to speak to EE CS on 150 for an accurate breakdown. 

Cancelling your DD is foolish and will potentially impact your credit history, if you default, and upgrade ability in the future. 

Thanks 



To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone. You can call Freephone +44 800 079 8586 on Skype

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.
Christopher_G
EE Community Support Team

‎01-07-2023 09:04 AM

Hi @Reames 

Welcome to the community.

Is the monthly amount wrong or different to what you agreed? Have you managed to speak to us about this yet? I'm sure if there's a mistake, we'll be able to put it right quickly.

Chris

0 Helpful
Reames
Investigator
Investigator
In response to Christopher_G

‎02-07-2023 01:06 PM - last edited on ‎02-07-2023 01:20 PM by EE Community Moderator

I’ve tried calling but can’t get through, it keeps telling me to go online! Can you get someone to ring me please?

Kind regards
Rebecca 

[mod edit: please do not post personal information such as phone numbers on the public board. Thanks!]

0 Helpful
Christopher_G
EE Community Support Team
In response to Reames

‎02-07-2023 02:49 PM - edited ‎02-07-2023 02:50 PM

Have you tried the live chat service, @Reames?

There should be an option to speak to someone when you call 150.

Chris

0 Helpful
Reames
Investigator
Investigator
In response to Christopher_G

‎02-07-2023 02:52 PM

On hold to 150 as we speak. Can’t log onto online either as error with website.

Sent from Outlook for iOS<>
0 Helpful
Christopher_G
EE Community Support Team
In response to Reames

‎02-07-2023 02:53 PM

OK, @Reames. Keep us posted on what happens.

Chris

0 Helpful