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[Markdog1973]

 I am writing to make a formal complaint regarding the serious security breach and blatant lack of support I received from your staff at the Ealing Broadway store.
 All of our data, including our bank card, has been leaked, so we suspect that EE employees are involved. Please investigate and take action!!!
On April 28, 2026, we were victims of a scam by EE. My friend and I quickly ran to the nearest EE store on Ealing Broadway to ask for help, but the salesperson ignored us until the very end, got up, and went to talk to another customer. I approached her and told her that we weren't finished talking to her and that she hadn't even tried to help us resolve the issue. She rudely replied that she didn't want to talk to us anymore, called us stupid, and said she didn't want to deal with our problem. She advised us to call 150 and wait 4-5 working days for a refund, and simply laughed in our faces... Such a dismissive response horrified me. How can you talk like that to people who have been scammed and are panicking?! We urge you to look into this and take appropriate action!!!

[XRaySpeX]

@Markdog1973 : : 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 · Accepted solution]

Welcome to the Community, @Markdog1973 

I'm really concerned to hear about your experience here.

Whilst our teams in-store and our customer care team do have slightly different roles and expertise, we would never expect your concerns to be dismissed, and especially so considering the circumstances you have described here. 

I'm keen to explore this more and make sure we've done all we can to help here, so I'm going to send you over a private message with some more details.

Peter

[Northerner]

Hi @Markdog1973 

To add to @XRaySpeX and @Peter_W  posts I would suggest speaking with your bank or canceling your Bank cards/changing your account number with your bank. 

Thanks 

[Markdog1973]

[Mod edit - personal details removed, please don't share these in public]

[Peter_W]

Hi @Markdog1973 

I've had to reject the most recent posts and images that you have posted, as this is a public forum and these contained a lot of personal information. 

If you can please send these back over to me in private message, we can help further.

Peter

[Markdog1973]

On April 28, 2026, at 4:40 a.m., when my sister and I arrived at the store on Ealing Broadway, a girl with long hair offered to help us. We didn't pay attention to her name because we were so nervous. But when she learned of the situation, she refused to help us and forbade the guy who was trying to tell us something from helping us. She told him to stay away and continued laughing. I understand that we may have looked foolish, but that doesn't give anyone the right to mock, humiliate, and refuse help, especially customers. My sister has heart problems, and after this incident, she had to see a specialist. Of course, after what happened to us, we have many questions for EE. My sister and I used EE services together, but now our future cooperation is in question. Therefore, I ask you to pay attention to this and take action. Thank you for your understanding!

[Markdog1973]

Thank you for your attention to our story and your response. Perhaps our experience will save someone from making similar mistakes. However, EE must also understand that it is not sufficiently protected against fraudulent hacks, and its store employees are not loyal enough to customers! It seems the company is unreliable if it is so easily hacked, or perhaps there was a data leak from within the company. Otherwise, how could scammers access my account data and learn my call history?

[Markdog1973]

Thank you very much for paying attention to our story and trying to figure it out!