MSE News: EE introduces customer services queue jump fee

shireknight

Wow this is really outrageous, never heard of this before, companies should be aiming to answer all calls as quickly as possible not categorising people into different groups in order to decide who to answer first, I'll be shocked if the regulators don't step in to put an end to this practise very quickly.

Fella

Absolute disgrace and how could it even work. For example what if 100 callers opt to pay the extra money to go "to the front of the queue" ? They're still in a queue of 100 people.

pmduk

shireknight wrote: »

I'll be shocked if the regulators don't step in to put an end to this practise very quickly.

It'd be even more shocking if the regulator did anything ever... It's far more likely it'll be left to "market forces" and competition to sort out.

cklass

Fella wrote: »

Absolute disgrace and how could it even work. For example what if 100 callers opt to pay the extra money to go "to the front of the queue" ? They're still in a queue of 100 people.

They will have still jumped the queue to become the next 100 calls to be answered. They're not promising that the call will be answered immediately anyway.

I hope this urges people to ditch EE. If they get away with this, it's only a matter of time before other networks follow suit.

poppy10_2

They now charge 25p per minute for anyone that wants to close their EE account. No way round it.

Ian011

poppy10 wrote: »

They now charge 25p per minute for anyone that wants to close their EE account. No way round it.

If that is more than you pay for a call to an 01, 02 or 03 number then it appears to be a breach of Regulation 41 of the Consumer Contracts Regulations 2013.

This can be reported to Trading Standards via the Citizen's Advice national Consumer Helpline on 0345 404 0506.

d123

poppy10 wrote: »

They now charge 25p per minute for anyone that wants to close their EE account. No way round it.

Have you got a source to show that?

Their website seems to disagree.

What to do

Call us on:

150 from your mobile phone
07953 966 250 for an EE plan from any phone
07953 966 150 for a T-Mobile plan from any phone
Then select:

option: 1 > 4 > 2 > 1 (for a mobile plan)
option: 1 > 4 > 2 > 2 (for mobile broadband/4GEE WiFi)


If you're calling from an EE landline call us on:

0800 956 6000 to cancel a mobile plan
0845 412 3662 or 07953 966 250 to cancel a 4GEE WiFi plan
Our Customer Service advisors are here to support your cancellation request and answer any additional queries you may have.


What to expect

1. Notice required

you'll need to give us 30 days notice if you want to cancel, even if you have reached the end of your minimum-term contract

http://ee.co.uk/help/accounts-billing-and-topping-up/cancelling-with-ee--orange-or-t-mobile-/cancelling-a-contract-ee-tm-14

robbies_gal

ive had to call them today laughed when it said would u like to queue jump for 50p

of course i didnt and my call was answered in about ten seconds