Complaints

[TraceyHayes]

Does anybody know the complaints email address I'm having so many issues with ee staffs lies and service it's unbelievable, they've cancelled my bb and tv install so I raised a complaint about it but because I'm refusing to put in a new order for it again they've closed my complaint as the products won't be on their system. I need to get written info of all our conversations for the past 2 months so I can go to FCA and watchdog.

[Igoodfellow1]

You also must have a deadlock letter from EE. To go to Ombudsman 

[5369]

Hi my complaint is about an issue with my bill January my broadband and tv package was cancelled so I phoned ee up and they cancelled my contract and set up a new one with new aquitment but nothing was mentioned about me paying for the old bill now I've received a letter saying I owe £800 which they've squashed that but still saying i owe £214.12 but won't let me pay in instalments my question is it was them who canceled it in th first place 

[Peter_W]

Hi @5369.

Welcome to the EE Community!

We don't have access to your account via these forums, so we wouldn't really be in a place to speculate why the initial account was cancelled. 

You absolutely shouldn't be charged for a service you never received though, and we would want you to feel supported when querying the payments too.

Our help page here highlights how you can contact us to query your payment options, or if you'd prefer to raise this as a complaint, you can find all of the details you need here:

Make a Complaint | Contact Us | EE

Peter

[LindsayG72]

This is nonsense. They don’t respond to complaints at all.

[ColinMcM]

Hi Tracey, I've had similar problems and problems apparantly with an "internal order error" which is preventing me cancelling my order within the statutory cooling off period. It's a disgraceful service from EE. I've tried to escalate the complaint but the EE staff won't help me to do so. I've asked the staff how to raise an Executive Complaint but they won't tell me and have told me to go to the EE website.  The EE Complaints Code of Practice gives a phone number for escalating as 0808 121 3333 (open 08:00-20:00) - but the number doesn't work.

Well done EE! 

[Lesley_W]

Hi @ColinMcM 

Welcome to our community.

I'm sorry that you have had trouble with your account and this hasn't been dealt with on your first call. Our team should have escalated your complaint while you were on the phone. 

I'd recommend getting in touch to raise a complaint, all of the ways to do so are detailed here Make a Complaint | Contact Us | EE.

Lesley