Repeated suspicious calls and unresolved complaints

[ElleY]

I note that this is from 2024. I can confirm that it is now 2026 and the same thing is still happening. I think these staff members believe it's some kind of joke on unsuspecting customers.  You get a call from someone - of course we have no departments and no surnames so no real idea of who we are speaking to - they say that due to your numerous complaints it has been picked up as 'a red flag' and they want to help you. This was Andrew. They are extremely friendly and personable and if you are like me, you fall for it.  They promise you a new contract with a new set-up for digital voice and broadband but there is never any date or concrete information.  They then tell you that someone else will call you as they are able to obtain good deals for you via this other person. This was Josh. No-one knows which Josh this is or where he is based or what he does.  The other person never calls. No-one has heard of him and there are no records of any of these promises anywhere on you account or on the EE system. 

This is really disgraceful and I believe it is a sort of game played by staff, probably particularly on what they think are elderly women who are a bit clueless.  I am so pleased to have provided amusement.  I am not clueless and having been strung along for two weeks it will now take time for a changeover to another provider - yes of course I'll be changing over. Whereas it could have been seemless (and I bet the EE people know this will happen due to stringing you along until it's too late, I will now have to wait over two weeks for the process to take place due to this Andrew (from the Red Flag Department - is that in Russia? - pretending to be helping me.

I have been an EE customer since its inception from the Orange days but apparently EE doesn't want us anymore. I feel as if I have been treated like a mouse being taunted by a cat.  What kind of organisation lets staff do this to customers and ensures that there is no record of anything of this having taken place. Shame on you EE.  You couldn't make it up!

[Mod edit: added title]

[ElleY]

This needs to be a prive conversation. For all I know I have been scammed through this site.

[ElleY]

I have said all I need to in my reviews on the forum. As someone at EE has
hacked my account and no-one even thought that this might be the case, I am
appalled that EE customer service is so poor that no-one has taken any
notice of my repeated complaints about the person concerned, who goes by
the name of Andrew and claims to pick up 'Red Flags' when someone has made
more than one complaint. His promises included arranging for my digital and
broadband switchover, including an engineer visit and a phone. However, he
could not give me a date for this and said that he would speak to someone
in Sales called Josh who would work out a good package for me to match that
offered by Vodafone as I didn't want to leave EE but the new contract had
gone up a lot. Whenever I asked about contact details he said that
customers could not call in to staff, which I believe it actually true. I
asked what I was supposed to do if things went wrong, i.e. I didn't hear
from this Josh and he said he would call me again this week to check back.
However, no-one has heard of him. I spoke to one person who said she found
an Andrew and sent him an email, but does not know if it's the right one,
and why would she. There are probably dozens of Andrews and Joshs.

Only someone who can hack my account or probably works for EE would be able
to do this and then cover their tracks, as it has been impossible to
discover the numbers they are phoning from. I am now left high and dry as
all the phone numbers and contact details supplied by anyone at EE go round
in the same circle. I have never ever come across such a lack of customer
service and am amazed that it goes on. Someone at EE needs to sort this
out as I am not the only one receiving calls from people claiming to be
from EE as these people could only have obtained our phone numbers and the
fact that we have been in touch with them on the secure complaints page if
the had hacked EE. As I am an EE customer and signed have an account I see
no reason why you cannot escalate this without me disclosing private
information on a non-private email. I await to hear what you actually
intend to do. Meanwhile I have put a warning on Trustpilot to hopefully
save others from this awful unacceptable situation.

I do hope this is clear enough for you. Sarcasm? Indeed!

Laura

[Mod edit: surname removed per community guidelines on personal information]

[Rach_H]

Hi @ElleY,

I've popped you through a Private Message so we work to get this resolved for you.

Rach