Dissappointed customer service re upgrade and loss of subscriptions

[Jules999]

I had such a good experience when upgrading at an EE Birmingham store until I found out the 3 subscriptions I was told I still had no longer existed. I had only one subscription so feel a bit duped as losing TNT, Netflix and Apple Music was a deal breaker and we discussed that. It was advised that as apple music was no longer available to me as a customer I could go home and pick my 3 choices only to find I only had one choice.

• I have been a customer for 23 years and feel like I have been duped.  I rang the complaints section and no help was given apart from offering to arrange an appointment back at the store. I am now thinking of moving, no loyalty to long standing customers, especially as the handsets are no longer subsided so you have to pay full price for them.  Not the usual EE customer service I am used to. Think it is since merging with BT. 

[Chris_S]

Hi @Jules999 I appreciate you getting in touch with us and telling us about your experience in one of our Birmingham stores, It's certainly not the kind of treatment we expect to give our customers, especially customers who've been with us as long as you have.

When you'd like to dispute the deal that was offered, we'd need the store to investigate what's happened, which is why the complaints team would have offered a store appointment.

We also offer the option to email your complaint into us, you can find more information on how to do that via this link: Store complaints

Chris S

[Jules999]

Hi Chris,

I have been in the store today and unfortunately they tried to add Netflix to my account but it wouldn't let them do it, despite trying to give me both TNT and Netflix, forgoing Apple Music.

I have the Full Works package so they couldn't give me anything additional there either, so they have told me to get back in touch with the Complaints Department to see if Netflix could be added on manually to my account. Alternatively, I am thinking of cancelling as having the same add ons was a deal breaker and they really thought I could add the same ones on when I got home and said that I might have to choose an alternate 3rd choice instead of Apple Music as that was only now given to Apple customers, which is a shame because I have had it for years on my android account.  I was happy that I could still keep TNT Sports and Netflix and would pick something else.

They were very surprised when I returned to the store today and really tried to help me but it just wouldn't let them add Netflix as well to my account.

Who is now the best person to speak to now, do I have to go back to my original complaint or store complaints and start a new complaint?

Many thanks

@Jules999

[Alex_H]

@Jules999 Our Full works plans did change in August this year, they no longer offer 3 inclusive benefits but now offer VIP connection, free watch data, free EU and beyond roaming and then one inclusive extra. The other add-ons that you do not choose as the extra can still be added separately but only as chargeable add-ons. 

I am sorry that the store did not give the correct information on the new plan when signing up as that is definitely not something that should happen. If you have not already I would suggest giving our retail support team a call on 150 to get the best advice on how this can be resolved.

Alex