T-Mobile (EE) - Poor customer service. How to complain?

balsingh

Hi,


Hope someone here can help out. After being with T-Mobile since 1996, I have recently got such poor service from the brand, I am trying to find how to make official complaints and getting nowhere.


Recently, had a problem with the internet on my phone which has now been going on for 3 weeks and not been resolved. This has led to over 10 calls to customer services lasting often in excess of 40mins where I am taken from person to person, getting settings changed on my phone, new SIM card and yet the issue still remains.


There is also the fact that I am experiencing general rudeness from the customer services staff, reluctancy to put me through to managers/supervisors, cutting me off and then not calling back and not calling me when they say they will call back. On the occasions that I have managed to get through to a manager/supervisor, they give a very 'don't give a damn' attitude and don't seem to be that interested in resolving my issue. Again, not calling back after cutting me off. I am also finding they are not logging my calls so when I call back, some of the calls I have had are not recorded.


I have already asked to make official complaints and they really don't seem to care.


Apart from cancelling my contract which I am likely to do anyway, what option do I have to make a complaint when the inept customer services team wont even get me through to the right people?


Also, should I take to social media to blow this up and make a big fuss so the world can read about it?


Thanks.

Techhead_2

I share your frustration with them. I had the a very similar experience. Fill in the complaint form on the website. Make sure you keep the acknowledgement.

When they don't respond to you, then contact CISAS (the ombudsman).

In the meantime go to the Ofcom website and fill in their monitoring form. Ofcom are conducting an investigation into EE's poor complaint handling.

mobilejunkie

When (rather than if) they don't respond, you will have to wait for 8 weeks after making the complaint before you can go to CISAS. It's well worth the wait.

Mav6215

Last summer I had an issue with my data usage not being available on their app or website. This went on for several months with no resolution. Eventually I resorted to sending a recorded delivery letter detailing the issue, all calls I had made, who I had spoken to and promises made but not delivered to:

EE Complaints Team
6 Camberwell Way
Sunderland
Tyne and Wear
SR3 3XN

A few days later I received a call where my complaint was being taken seriously. The issue was resolved within a couple of days and my data allowance was increased from 2GB to 5GB for the remainder of the contract - 15 months - free of charge.

boatman

Having been with them since 1996, dare i suggest that by being loyal you may be paying more than you should and you may well be better moving on. Make a complaint but don't expect things to change, they do not care about customers and are not worth your time.

balsingh

boatman wrote: »

Having been with them since 1996, dare i suggest that by being loyal you may be paying more than you should and you may well be better moving on. Make a complaint but don't expect things to change, they do not care about customers and are not worth your time.

Normally, I would whole heartedly agree but I am on a friends and family discount scheme which gives me enough of a discount to have made it worthwhile to stay. However, its not an excuse for their bad service and I am now questioning it and seriously considering jumping ship ...paying a few quid more a month for better service is probably worth it!

custardy

balsingh wrote: »

Normally, I would whole heartedly agree but I am on a friends and family discount scheme which gives me enough of a discount to have made it worthwhile to stay. However, its not an excuse for their bad service and I am now questioning it and seriously considering jumping ship ...paying a few quid more a month for better service is probably worth it!

Sim free phone? I would get a sim from another network like Giffgaff or the like.
Test it for a month and see if the service works fine.
Then bounce back to T Mobile to fix it or accept they can no longer provide the service they tout.
I had an ongoing issue with EE (had been fine on Orange) of dropping calls and poor reception.