EE is a disgrace

[BJUKNZ]

I am making a formal complaint regarding the appalling service I experienced immediately after transferring my number to EE.

Shortly after the transfer, I was unable to receive calls. On the following day, I was then unable to make calls. This left me effectively without a functioning phone service during an extremely distressing and important time for my family.

My wife was undergoing a medical procedure and was unconscious, meaning she was unable to provide account details herself. Despite me explaining the urgency and circumstances to your call centre staff, no meaningful assistance was provided and there appeared to be a complete lack of empathy or urgency from your representatives.

As a result of EE’s failure to provide a working service and failure to appropriately handle the situation, I was unable to contact my children and wider family during a medical emergency. This caused significant distress at a time when reliable communication was absolutely essential.

I find the level of customer service I received wholly unacceptable. A telecommunications provider should understand the seriousness of leaving customers without service, particularly where medical emergencies are involved.

[XRaySpeX · Accepted solution]

This user discussion forum is not the correct platform for lodging complaints upon or escalating issues with EE. You can make a formal complaint to EE & if you don't get satisfaction after 6 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

[Peter_W]

Welcome to the Community, @BJUKNZ and thank you for taking the time to share the details of your experience here.

I appreciate this must have been a really distressing situation, and hope everything went well with your wife's procedure too.

This is an incredibly tough one, as whilst we always aim to support you whenever possible, if account access is required for us to resolve this fault, data protection needs to be our top priority. 

We would always expect our team to support you as best they can around this though, and I'm concerned that you're left feeling there was no care or urgency when you reported these issues.

I can definitely echo the advice @XRaySpeX has shared above, as this will allow you to highlight this directly with our dedicated complaints team. 

They will be able to log this, discuss your experience, and look into how the account is set up so we can ensure you don't face the same issues again in the future.

Peter