EE IS THE WORST

[tkennimouth]

EE has the worst customer service. I have tried in vain to upgrade my mobile since June 2024, I texted but that is useless. I rang them and waited on the phone for 57 minutes only for someone at the other end pick it up and put it down (all logged). I have called and called and called but nobody EVER picks up. So I’ve learnt EE does not want to communicate with customers. I eventually gave up trying, I  have cancelled my direct debit.
I am even willing to go to court and have my say. EE is a nasty company who totally disregards and disrespects customers. PLEASE POST IN SOCISL MEDIA, get it out there,  how bad EE operates 

[Chris_B]

@tkennimouth  Why don’t you just upgrade via your account?   or at a store ?    Cancelling your DD doesn’t just stop your current contract if it’s within or past its minimum term.   Go to court for what exactly?  As you obviously haven’t tried other avenues to upgrade and you don’t need/have to speak with customer support to upgrade. 

[tkennimouth]

I know, I was rash in cancelling my direct debit but I was at the end of my tether, I’m totally left unanswered and don’t know where to go for help. EE is not answering my calls or texts, I just want rid of this awful company. I’m financially struggling and my mental health has taken a dive due to the mistreatment of EE. There is no way to talk to anyone and all they keep doing is sending me higher bills and no explanation it’s awful what they are doing, so I’ve cancelled my direct debit because they are not giving me the opportunity to cancel my contract.

Regards
Teresa

[tkennimouth]

This is not a solution, I pressed the solution button by mistake. It is a bad move to go into a store to cancel your contract (if you can find a store in the first place that is). The reason it’s a bad move is I’ve done it before and it caused so much confusion between EE store and EE contract department, they ended up charging me for 2 contracts and it took around 6 weeks to sort it out. So going into a store is a big no for me. 
my solution is to cancel my DD and wait for them to come calling. By the way, you are legally within your right to cancel a DD if you feel you maybe being scammed, (which I do), as long as you can prove you have the money to pay the outstanding bill you can cancel a DD so that’s what I’ve done. and in the meantime I’ll get in touch with Tesco mobile (best reviews 2 years running), and change over to them and they’ll do the swap over. 

[Peter_W]

Good morning @tkennimouth, thank you for taking the time to reach out to us via the Community. 

I'm really concerned to hear that your experience with our service has left you feeling like this, and I'm keen to look over what options we have available to make sure you're able to best move forwards.

I've gone ahead and removed the accidental solution for you, but the advice @Chris_B has mentioned here is very much what we would recommend. 

I can understand you'll feel frustrated if you've not been able to get in touch and have noticed ever increasing bills, but like he mentioned cancelling your direct debit isn't going to be the most constructive way to work towards a resolution. 

In reality it will likely delay both getting the main issue addressed, and the process of switching if you were to ultimately decide this was going to be the best option for you, and this is never the position we would want to leave you in.

We have a specific complaints code of practice in place that outlines how to escalate your query when you're not happy, so I would really encourage you to have a look over this. 

I'm confident if you give us a call and select the options to get through to our billing and customer care team you'll be able to connect with someone quicker than 50 minutes, and here you can request to escalate to a manager should you remain unhappy with the outcome. 

There's also a link to our complaints webform on the code of practice to raise it directly with our dedicated complaints team should you wish too.

[bristolian]

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@tkennimouth wrote:

my solution is to cancel my DD and wait for them to come calling

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To add - large companies, EE no exception, don't look at cancelled DD's and proactively outbound call to ask if there's a problem.

Credit management processes kick in, starting with services being suspended and late payment charges being added - followed eventually by disconnection and debts potentially being sold onto DCA.

As an aside, Tesco Mobile is an MVNO hosted by O2. Make sure their coverage & network service meets your needs in all the areas you frequent and want to use your phone.