EE refuse to lose team help

Johnnymc

Hi all I really need some help as I'm at the end of my tether.

To cut a long story short the retentions team at Orange gave me a deal where I paid nothing for my handset (the refuse to Lose team) and there has been a problem with porting my number over. Through many emails and phone calls I was told to take my phone back to an ee store and they would set me up on a new account (needed for the port apparently) and give me a replacement phone. However, they would not issue me with a phone either in store or online as the refuse to lose team had authorised this as they could not send a phone out to me without the payment.

Here's the fun bit... Apparently the refuse to lose team does not have a contact number and only an email either outside or internal to EE. They have since disconnected this mobile and have left me without a phone for over a week. I'm in a catch 22, I can't ring ee and they won't answer my emails. When I do contact them from my parents they tell me the only thing they can do is email them and ask them to contact me by email. They obviously haven't.

I'm really stuck

kittykat17

All I can suggest is for you to ring the Orange Retentions or Loyalty Department and get them to sort it out for you. Threaten to 'escalate' a complaint.


Good luck

grumbler

Johnnymc wrote: »

...there has been a problem with porting my number over. ... I was told to take my phone back to an ee store and they would set me up on a new account (needed for the port apparently) and give me a replacement phone.

Unless the phone was faulty, this made no sense as the handset has absolutely nothing to do with porting. Only the sim card is involved.

Johnnymc

They pointed out that it was the account that was a problem and they needed to create a new one. This didn't stand up to me either, why can't they setup a new account to a sim then send me said sim? I'm having them again tomorrow.