Dear EE Team,
I am writing to express my deep dissatisfaction with the customer support service provided by EE. I have been using two PayG connections with EE and was recently offered a promotional deal to switch to a Contract package for the same amount I was currently paying. I agreed and requested two new sim cards, but instead received three.
Upon contacting customer support on March 7th, 2023, I asked about the extra sim card and requested a number swap. While on the call, the agent disconnected one of my numbers, which I assumed was being transferred to the new sim card. However, when I checked, I found that only one number had been successfully swapped and the other had been disconnected from the old sim card.
I then contacted EE via chat on March 7th to request reactivation of my disconnected number and deactivation of the extra sim card. The agent assured me that the process would take a maximum of 72 hours.
On March 10th, I contacted EE again to check on the progress, only to be informed that a previous agent had made a mistake and disconnected my number. The agent told me that it would take another 2 working days to fix the issue and escalated it to his manager, Shiva, who created a complaint and assured me that he would take responsibility for resolving the issue.
On March 12th, I contacted Shiva again as my number had still not been activated. He informed me that the backend team needed another 2-3 days to fix the issue.
On March 16th, when I contacted EE, I was informed that the issue was still with the backend team and would take another 24 hours to fix.
Finally, on March 19th, I was told that my disconnected number was active again, but the agent cancelled my other number and told me I could only activate one of the two. I repeatedly explained to every agent I spoke to that I needed both numbers and that I didn't want either of them cancelled. However, my request was not fulfilled and I am now left with only one number.
This experience has caused me great inconvenience and frustration as I have lost contact with important individuals and institutions, such as my GP, bank, university, job interviews, and loved ones. I urge you to take the necessary action to address this issue and ensure that other customers do not face similar problems in the future.
Thank you for your attention to this matter.
Sincerely,
Madhuka
[mod edit: please do not post personal information such as phone numbers on the public board. Thanks!]
