Downgrade to Sim Only

[Art100]

I have been through an as yet unsolved nightmare with CS. My 24 month phone plan ended on the 24th of September, and prior to this I had agreed on a “upgrade” to a SIM only plan.

We are now well after my supposed upgrade date, which was even confirmed to me in a text on the 24th saying your new plan starts tomorrow (25th), and yet when I go online or on the app I still see my old plan, nothing about the new one and no inclusive perks which I also wanted from my new plan. I have no idea what I’m paying, what’s going on in their back end that supposedly is having errors, and am kept completely in the dark. Well done EE, fantastic customer service!

Before someone tells me to “just call CS on 150”, I have done that one too many times for HOURS of waiting, each time being promised a fix or call back and nothing happening.

[Art100]

Still no resolution, no text or call back as was promised yesterday. It isn’t even worth my time to call and explain everything again

[Art100]

Katie,

I see this morning that I am getting charged for my ridiculously overpriced plan just for sim only now (40GB for £57 per month!!!!) compared to the upgrade I chose which was the premium plan for £26.41 (20% discount applied)… 

I want this sorted as soon as possible, and I will not keep paying for this rubbish simply because you are unable to upgrade my plan. This is ridiculous at this point. Nobody contacts me back, CS forgets to deal with things, absolutely shocking service for someone who has been with EE for more than five years. During a cost of living crisis, EE could not care less about completely overcharging me and not processing a change of plan.

[Christopher_G]

Hi @Art100 

Welcome to the community.

This is something you need to discuss with our Mobile Care team. They should be able to look into this with you, without having to call you back.

Please keep us posted on what happens.

Chris

[Art100]

Hi Chris,

I finally managed to get the upgrade sorted yesterday morning and was able to see everything come through.

Unfortunately, this morning inexplicably I got put on a different, worse plan and the inclusive extra I picked in the app yesterday was cancelled without any explanation!

I don’t think I have ever experienced worse customer service. Not that anyone has been unfriendly, but the appalling difficulty and time it has taken both me and EE to sort this out is nothing short of unacceptable.

[Leanne_T]

Hi @Art100 

I am very sorry to hear this has happened. To get the plan and inclusive extra looked into please give us another call on 150 and the team will help you get this sorted. 

Leanne.