COMPLAINT

[RobbieSJ]

I have been a customer for a number of years with a Mobile phone contract and this year in
June I set up a TV and broadband package, the full works and was advised that if I wanted to
downgrade to just the TV and Entertainment package, I could do so after 3 months. I called
in August to change the package to TV and Entertainment including Netflix and movies. The
total cost would be £88.00 per month.
I am absolutely appalled at the service I have received and to this day, I still get bills from
you that are incorrectly over charged and you just don’t get it right. At one stage I was
advised that there was a system error and it could not be done and the only way they could
resolved it was to send my TV boxes back, (which I stupidly did) and it would be sorted and
a new account would have to be set up.  I have been without a TV service for more than 2 weeks.

After numerous calls and my time (currently up to 5 and half hours on the phone over time) I
cannot believe the total incompetence of your staff and company. They promise to get a
manager to call me back and I am still waiting for that call and they also say, leave it with me
and I will call you back. No one to this day has called me back. I had an email last week to
also advise that the 3 tv boxes should be with me today or tomorrow and when speaking to an
Agent today, they couldn’t see anything on the system. So, you can see my frustration and
again today I get an email to say the refund I am currently due will be off my next bill, not this
one!! Not good enough.

So the Action I will be taking, on Wednesday THIS WEEK, if I do not receive a call from a MANAGER. I will be cancelling my direct debit and recall the ones where YOU have overcharged me, as is my right to do, as you clearly aren’t listening or even rectifying the issue. To add insult to injury, it states on my account that my November bill estimate will be £140.99!!! How can that be?  

I look forward to your URGENT response. 

[DarrenDev]

This isn't the place to raise this I'm afraid @RobbieSJ - complaints need to follow the correct process, so that they're dealt with by the correct team.

Has a complaint already been raised for your issues?  If not, then the form at https://ee.co.uk/help/contact-ee/complaint would be the fastest way to get this looked into.

You have the right to cancel the direct debit at any time, and there's certainly no harm in doing so if you want to make sure that no further money is taken from you until this is resolved.

I can only apologise that things have gone this far and frustrated you so much, and trust that the complaints team will see this through to proper resolution - they're the best possible team to deal with this.

[RobbieSJ]

There is no option to email and I am not spending more hours on the phone to sort the issues out.  

[DarrenDev · Accepted solution]

Towards the bottom of that page, there's a link to raise the complaint online: https://ee.co.uk/help/contact-ee/complaint/complaint-form 

[Schockwave]

@RobbieSJ , this is not customer service, there is no account access and we do not know who you are, this is a public forum, so you would have to speak to them or make a complaint as @DarrenDev  has suggested.

Not sure why you are having this problem and bills not being correct, but have you downloaded your bill to see why the payments are incorrect?

[zulu17]

@RobbieSJ  I suggest that the advice to raise a complaint and the online form  suggested is likely to be the most time effective route. Sometimes complaint processes can be long and appear ineffective on other occasions they can be very effective. Good luck.