Incompetent EE.

Kittycat1981

I need to rant and get this off my chest before i call them as soon as the call centre opens otherwise i can see me marching into the nearest EE shop and letting rip.

I have had 2 contracts with EE for 2+ years, before that we were with Orange, i also had 2 contracts with orange (for the kids) In november the orange contracts were coming to an end, i moved 1 contract over to our shared EE plan (with no issues, now giving me 3 contracts with EE) the last orange account i wanted cancelling (son #2 going on pay as you go- cheaper cause he is always getting his phone confiscated due to poor behaviour, no positive behaviour = no phone top up)

Anyhow, i called EE on 21st November to tell them i no longer required that contract and did not wish to renew it, i asked them to send me a PAYG sim in the post. (Btw i had to clarify several times to sanjita in india that i wanted to cancel son #2 contract, including giving her the tel number of the cancelled contract several times :mad::mad::mad: because she was having difficulty understanding a word of enlish) - after a lengthy call i thought it had been sorted and was expecting a sim in the post within 5 working days.

Roll on to the 23rd and 24th November- my phone had no service (not unusual for EE as they have appalling issues with network coverage where i live) so i didnt think much of it, then on the 25th the same again, no network coverage.

After my frustrating call with sanjita, i decided to go and speak to a human being in the EE shop, unlucky for me all the computer systems were down and one very rude and unhelpful person told me to "call the call centre" im not sure about what part of "i have no network coverage, i can only make emergency calls" she did not quite understand?? :mad::mad::mad: "not my problem" was her response "speak to the call centre" I walked away before i hit her over the head with the none working handset.

I arrived home to find a contract sim card on the front door mat, in MY number as a replacement sim.. ARRGGHH!! stupid incompetent people! I put the sim in and hey presto it worked.

I called EE - again i ended up speaking to someone in india, i spent another 10 minutes trying to explain that they had cancelled my sim card and not the contract of son #2 (different number) - i got really cross and i asked to be put straight through to complaints.

Finally- i got to speak to someone who could not only speak english but could understand what i was saying (or so i thought) He was very applogetic, realised the mistake and assured me that the contract for son #2 phone had now been cancelled -and he sent a new PAYG sim in the post (which did arrive) as compensation he offered me free home BB - i didnt take him up on this offer, he then offered to up my data allowance for the rest of the term of my contract (thank you) and £15 off my next bill (again thank you but only actually ended up being £8?? ) I thought it had all been sorted and was told i had nothing further to pay for my son's contract because you pay in advance.

Roll on to today, i realised that i had not yet put the new sim in my sons phone, i asked him if he could still make calls etc- he can. I then decided to log into the orange account, and there is it in black and white, a bill dated 3rd December -2nd January. While i will pay this bill first thing tomorrow because he has used the phone (and to stop a "late payment" appearing on my Credit record) i am livid at the incompetency of EE.

How difficult is it to end a contract at the end of the contract period, not only mess this up by cancelling my sim card, but to continue the contract when i have specifically requested on more than one occasion that the contract be terminated. :doh:

If i end up having to go speak to a human being in a shop tomorrow i will be sending them MY bill for fuel and parking costs. I feel like i am going around in circles now.

mobilejunkie

Make a formal written complaint, wait 8 weeks (unless they resolve it - Ha!) then complain to CISAS. Keep all documentation, details of calls and conversations etc.

Collabora

Call 0800 079 0232. Office opening hours are between 08:00 and 20:00, Monday to Friday or 08:00 and 18:00 on Saturday. this is direct to the exec team

Marktheshark

They are shut until 2nd of January
Shut as in shut !

Collabora

Marktheshark wrote: »

They are shut until 2nd of December.
Shut as in shut !

Strange as i am in discussion with exec team regarding an issue and his email yesterday says he will be in from 12:00 30 December 2014

mobilejunkie

Also strange you'd have to wait nearly a full twelve months before they are open.

chanz4

Also don't you have to go via the complaints team now adays throught the correct channel

Anoneemoose

So when exactly did your son's new payg SIM arrive and when did he use it from?

Collabora

chanz4 wrote: »

Also don't you have to go via the complaints team now a days throught the correct channel

exec team will tell you its quicker to go through CS on 150, but i just email exec enough for them to reply and thats when he gave me the direct number to exec team