Very bad customer service

[SharjilGhouri]

I called EE as i lost my phone and its been over 15  days and when i called the guy today to check the update of my claim they guy hang up on me and was very rude to me on the call and he said if i want he told me to call back and speak with someone other person  

[Northerner]

Hi @SharjilGhouri 

As per your terms and conditions you should complain: 

https://ee.co.uk/help/terms-and-conditions/insurance-warranty/full-cover-and-damage-cover

Thanks 

[Peter_W · Accepted solution]

Good afternoon @SharjilGhouri.

Welcome to the Community, and I'm disappointed to hear about the experience you've had when trying to chase your claim. 

For lost and stolen claims, it's our dedicated insurance team directly that order the device for you, so if you spoke with one of our regular Guides this isn't something they would be able to support you with. 

We'd absolutely be looking to make sure you're pointed in the right direction for getting things resolved, though. 

As I can't say with absolute certainty if it was customer care or the insurance team you spoke to here, I'd recommend getting in touch first like @Northerner has mentioned. 

That way if it came from customer care we can feed this back and transfer you to the right team, or if it was insurance you can log the complaint with them directly. 

Peter

[Markwiggin]

Dialling 150 does not offer an option to speak to customer service ????

[Peter_W]

Hey there @Markwiggin.

When you dial 150, it should initially ask you to press 1 to switch to our Visual Service. 

If you then press 2 instead it will give you the normal menu, and you would follow the options towards speaking with us about your mobile bill. 

Our billing team are the customer service team for all general account queries, and if needs be can transfer you to a specialist team from there.

Peter