False device orders by customer reps

majzikakos · ‎07-02-2024

Hi EE, wanted to report that your teams are deliberately scamming existing customers, which is a real shame as your service otherwise superb. My wife has been called by your call center (EE number) offering upgrade on her SIM only deal. It took them 10+ calls to sort it out which was inconvenient but we thought your processes are not great. We were told not to be worried if we receive sms that a device has been added we can ignore it as its due to a system error. Monthly fee supposed to be £20. When we logged into the portal we can now see that actually your agents deliberately added a device to the contract which is now £81 per month not the £20 and we never ordered or agreed to have a phone added to the contract. We will take this to Ofcom as this is unacceptable.

XRaySpeX · ‎07-02-2024

How do you know it was from EE? Was it from a mobile no.? EE doesn't call you up from mobiles.

Do you always accept unsolicited calls & do business with them w/out confirming the call was genuine by calling them on a known no.?

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James_B · ‎07-02-2024

Hi @majzikakos,

Welcome to the EE Community.

I'm sorry to hear the wrong product has been added to you account.

This could have been done in error, or as @XRaySpeX said, it may not have been a genuine call from EE.

I'd recommend contacting Customer Care on 150 as soon as possible so one of our mobile guides can look into this for you.

Thanks

James

majzikakos · ‎07-02-2024

yes we are talking to CC on 150 to sort this out. thanks