Serious complaint: incorrect/misled advice + failed escalation about porting my number back to EE (Business/Flex) + long holds + call “not found
Hello EE Community Team,
I need this escalated as a formal complaint because today’s experience has been unacceptable and has left me with an unresolved porting/billing situation.
Background (factual timeline)
My number was ported out in error (initiated by an ex).
I disputed this and worked with Vodafone to correct the situation and obtained a PAC to return the number to EE.
I contacted EE and explained I’m trying to bring the same number back to EE and reinstate service properly (I was told it could be moved/added under the correct business setup and placed back on a Flex arrangement).
During the call, I paid a bill with the rep, then the rep performed a cold transfer and the situation deteriorated from there.
What went wrong today
Misinformation/contradictory advice: I was given advice that was later reversed, and I was told EE “can’t help” or “can’t find the call.”
Excessive hold times: I was on this from morning until night; in the last part of the call I was left on hold for approximately 1 hour while being told I was being transferred to Business Sales.
No accountability / missing call records: I was later told EE “can’t find the call” and therefore can’t act—despite the issue being raised repeatedly and being time critical.
Escalation failure: I was told cancellation/charges would be waived due to the error, but that position has now changed.
Debt collection / ECF dispute: I’m being told an ECF (early cancellation charge) from around Nov 1–18 has been passed to a debt collector while I’ve been trying to fix the porting issue since then.
Call ended during hold: On Friday 23 January at approx. 8:26pm, I called again (even attempted to add a line simply to test the process due to the conflicting advice) and after being placed on hold, the call ended.
What I’m asking EE to do (specific remedies)
Assign a case handler and confirm the correct resolution path to port my number back to EE under the correct business setup
Retrieve and review call recordings for the calls today and the original call in November (or confirm the internal reference if available)
Provide a written outcome confirming:
whether EE will honour what was advised previously (waiving cancellation/charges related to the error), and
how EE will correct the account status so the number can return properly
Place any disputed charges/collections activity on hold while this is investigated (where possible)
Provide a fair goodwill/compensation credit for the excessive time, repeated misinformation, and failure to complete the transfer/escalation
Evidence / documentation
I can provide privately:
Approximate call times
Names/teams (if known)
PAC details (privately)
Any references given
Screenshots
Please confirm the correct secure route to send private details and ensure this is escalated to the appropriate EE Business/Porting resolution team.
Thanks,
Dwayne N. @dwadetheceo
