EE / CISAS need help?

Bekah274

Hello,

Please find below the letter I wrote to CISAS after the hullabaloo about my complaint with EE. Long story short. I was partially awarded £60 compensation for all the errors on my broadband and the miss-sell but they wrote to me and said because I couldn't provide evidence about taking out the mobile contract based on the broadband they see no reason to allow me to exit my contract for my mobile. There is no evidence because the call was never recorded.

They said I could not appeal their decision and if I wished to take it further I would have to go to court. I stupidly sent an email back saying I was not happy with the decision but didn't know how to take it any further and would have to accept the £60 compensation as it was all so stressful. Really this has been a whole nightmare and I despise the company. I really do not want anything further to do with EE. But I think i am now stuck till January 2017 with them .

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"I had originally wanted to cancel my mobile phone contract with EE as I was able to get a better deal elsewhere. I was informed if I took EE's broadband service I would get a better deal for my mobile contract. I was then passed to the broadband sales team to discuss.

I was informed I would be receiving the same service and speed as I was currently receiving with Sky. Unfortunately, I accepted this as true fact. I believe EE are regulated and should not miss sell products.

After having broadband installed from EE, the service and speeds are nothing like that received from Sky. It cuts out consistently, struggles with more than one device connected and runs very, very slow. I have called on more than one occasion regarding these matters only to be told everything was running normally.

During one such phone call (where it appears EE's customer services departments’ favourite thing to do is to hang up on customers) I was placed on hold for a lengthy period of time. At this point I decided to proactively find out the speeds I was receiving from EE and that received from Sky. EE's maximum speed for my house is 5.0Mbps and sky is 9.2Mbps. I understand I may not always receive the maximum speed but these services operate at entirely different speeds and normally you would only receive about half the maximum speed anyway. I was currently only receiving 1.4Mbps. If I had known this it would have impacted my decision on whether to move to EE.

At this point I registered a complaint as I believe I was miss-sold both my mobile phone and my broadband services as it had been offered as a package deal to me. I only stayed with EE for the deal offered if I took out their broadband where I was assured I would be receiving the same service as my current provider. Sky was far more reliable as I never had any issues with speed, having more than one device connected or cutting out.

I called on Sunday 5 April 2015 at 18:10. I was assured I would be contacted back within 5 working days. I called back on Monday 13 April 2015 and was then informed I had been given incorrect information it would take 10 working days for me to be contacted back. The 10th working day lapsed prompting me to make further contact on Tuesday 21 April 2015 at 19:22.

The adviser confirmed they had been attempting to find the call recording to listen too, however and conveniently it does not appear this call was recorded. I was offered 2 months free broadband or alternatively I could cancel and they would cover my cancellation fee. However, if I cancel my mobile contract would have suffered as I would go from receiving 10 MB of data to 1 MB of data per month. If I want to up this to a higher data allowance this would result in further cost to myself each month for the end of my 2 year contract.

I confirmed I was sold my mobile contract on the basis of my broadband service and I would like out of this contract too. I was advised this is not something they could do as their mobile and broadband departments are separate. I asked for a final response letter and was told they would not be able to provide me this as it is not something they do. I asked how to take it further and who the regulator was. The adviser seemed reluctant to give out this information and only after probing on how to take it further I was informed it was OFCOM whom I should contact.

However, it turns out OFCOM is the regulator but you (CISAS) are the company to take this further with. I was not given information on how to take this complaint further and had to ask for this myself as the company appears to have been quite happy for this matter to be dropped and did not follow the correct complaint procedures.

I called on Thursday 23 April 2015 and spoke to Melanie and asked for a deadlock letter. After lengthy call wait times and after being told this was not something I could get it was explained that I would have to speak to a manager first and they would call me back within 2 working days.

I received no such call back and I had to further call in on Tuesday 28 April 2015 where I was advised they did not know why I was not called back but they would put forward a request for a manager to call me back at some point that day.

Yet Again I did not receive a call back. Meaning I had to make further contact on Wednesday 29 April 2015. I spoke with Nick who where I was informed they could cancel my broadband contract and if I paid £1 more a month I could keep the data for my mobile contract. I confirmed I was not happy with this but had to accept it as I desperately wanted the broadband issue resolved and wished to move provider to get a decent service.

Whilst I appreciate my broadband has been cancelled and the fees covered by EE I am extremely disappointing at the fact EE are unable to provide evidence I was miss-sold this product and as a company they will sell package deals but when things go wrong, place barriers in the way for customers when trying to set things right.

EE are at fault and I would still like for my mobile contract to be cancelled. I have had to make contact many times and will now be looking to move my custom elsewhere as I have absolutely no faith or respect for the company. If I am able to cancel my mobile contract I will be required to pay upfront fees for a new one as a result costing me money due to the false promises and misleading information having been given to me by EE Customer Service Representatives. I have been required to pay upfront fees for my new broadband service of £19. These fees should be covered by EE, due to poor service, miss-selling, and incorrect information being given. I was also charged my broadband bill of £17.70 on 18 May 2015 which only aggravates my situation and I believe this should be refunded to me.

I also feel I should be compensated for the considerable distress, inconvenience, misinformation given and large amount of time wasted caused by the whole process and broken promises regarding being given a call back where I had to explain my situation numerous times. I have never received a resolution / deadlock letter regarding my complaint and after significant effort I have still never been able to obtain one and I do not consider this matter closed. I look forward to your reply and thoughts on this matter."

marliepanda

Are you still getting the 'good deal' on your phone? (Even though you've cancelled the broadband)

Am I right in saying they offered £60 compensation which you accepted but are now asking for more compensation?

Bekah274

No I have to pay £1 more on my phone bill each month to get the same benefits. I really didn't want to stay with EE in the first place. But silly me believe what I get told on the phone.

No I defo do not want anymore compensation. I want my phone contract cancelled as this is what I would have done in the first place if I wasn't offered the broadband service with the better deal on my phone.

I accepted it only because (and I know this is pathwtic) but I was so upset constantly fighting this and the telephone calls where the staff were so unhelpful and the constant e-mail writing. I don't even know how I would take it to court.

I just feel this is an incentive to company's to not keep records or record calls so if it goes to the ombudsman there's no record of what I was told and sold so they don't find in the consumers favour.

marliepanda

Your OP said you could get a 'better' deal elsewhere but EE enticed you to stay. Surely the better deal elsewhere wasn't just a £1 less, so are you still getting that 'better' deal than elsewhere without the internet included now?

Bekah274

No, not anymore I don't think
However, I know it is petty, I would rather pay more for my phone than stay with EE.
I am never ever going to do business with them ever again after this whole debacle.