Can anyone help? EE

Akseone

So EE were very unhelpful over a course of 8 months. After a slightly larger than normal bill from my honeymoon, I called them and asked to arrange a payment plan and get it payed off.

To which the agent did not do as promised. This again happened the second time round when I realised a month later.

This led my bill to get extremely out of hand and by the time I finally got a payment plan arranged in November The bill was out of control.

I missed one payment in January and called EE to make sure I made them aware. The member of staff old me that it would be OK and I can pay at the end of the month but my services would be removed. (fair enough)


2 weeks later and I get a letter through the door from a debt collection agency stating I now owe them £1200.. (I complained to ofcom and got that reversed) but when I went to pay my bill again they had charged me £60 in connection fees

Now this has gone through to CISAS and all I want to do is leave the contract under unsatisfactory service and part ways, The lack of commitment from EE staff has made my contract owed run up into excessive amounts.

Now I got the system notes from my calls with them and the important dates and notes where I was told things from members of staff and agreements where made have been removed, and I have a strong suspicion that EE have removed them to cover the negligence of the staff.

Session Start Time:14:28 30/08/2014,
Session End Time:14:42 30/08/2014, Agent
Id:CunliE1, Article Titles Viewed:none, Topic
Titles Browsed:Payment arrangement,, GH
Launch Article:none
03/09/2014 12:46

This is in place in every possible entry that can prove my case and I highly doubt it is coincidence,

Is there any way I can prove this is legitimate? They only parts that can prove my case have gone missing and I am a little miffed as to where I can move to

grumbler

Akseone wrote: »

...all I want to do is leave the contract under unsatisfactory service and part ways, The lack of commitment from EE staff has made my contract owed run up into excessive amounts....

Except £60 collection (?) fees I don't see how exactly "lack of commitment from EE staff" could have resulted in an "excessive amount", bigger than you actually spent plus the monthly regular charges.

Even if they added the Early Termination Fee for the remaining months of the minimum term, this is exactly what you have to pay if you want "to leave" your contract early. IMO, you don't have any grounds for leaving without charges as the payment plan is a gesture of goodwill, not an obligation/right.

d123

Akseone wrote: »

Now I got the system notes from my calls with them and the important dates and notes where I was told things from members of staff and agreements where made have been removed, and I have a strong suspicion that EE have removed them to cover the negligence of the staff.

Session Start Time:14:28 30/08/2014,
Session End Time:14:42 30/08/2014, Agent
Id:CunliE1, Article Titles Viewed:none, Topic
Titles Browsed:Payment arrangement,, GH
Launch Article:none
03/09/2014 12:46

This is in place in every possible entry that can prove my case and I highly doubt it is coincidence,

Is there any way I can prove this is legitimate? They only parts that can prove my case have gone missing and I am a little miffed as to where I can move to

Unless things have changed completely since I worked there (which I doubt as the CS system in use goes right back to T-Mobile days) it is impossible to remove notes from a customers account.

Have you actually paid your outstanding roaming bill yet? I doubt CISAS will adjudicate that you can leave while you still have a legitimate outstanding bill.

Being angry with the network because you owe them money isn't really a contract breaker.

Jon_01

d123 wrote: »

Unless things have changed completely since I worked there (which I doubt as the CS system in use goes right back to T-Mobile days) it is impossible to remove notes from a customers account.
.

I'll second that. The system won't allow notes to be removed. Even if they're edited there's still a full audit trail stored server side.

Op, if you think anythings been omitted you can always submit a SAQ (it costs £10) and they'll send you everything they have on your acc. But I can see that showing you more...

diamonds

Jon_01 wrote: »

I'll second that. The system won't allow notes to be removed. Even if they're edited there's still a full audit trail stored server side.

Op, if you think anythings been omitted you can always submit a SAQ (it costs £10) and they'll send you everything they have on your acc. But I can see that showing you more...

http://eecomplaints.co.uk/ee-complaints-letter-templates/letter-5-a-subject-access-request

https://explore.ee.co.uk/privacy