Loophole? Poor EE Customer Service

KaylieJaneSmith

Hello All,

I have received really poor customer service from EE recently, including 3 faulty insurance replacements, tears, a £150 charge on my account that shouldn't have been there and a complaint to OFCOM.

The events go as follows.

I get sent a replacement device, doesnt arrive as i was stuck on M25 (My fault, I know)
I receive the 2nd device, the phone doesn't charge.
I receive the 3rd device, doesn't get past the set up screen.
Fourth device, working okay.

Between this, I was promised that there would be no charge on the account for any of these replacements because the device that I claimed on originally WAS A REPLACEMENT FROM EE, and of course the others did not work whatsoever.

As a gesture of goodwill, they have offered me 4 months for free (only paying £1 for my paper bill each month like i have always had), which was lovely however by this point I had ripped all my hair out.

Following this, I found that they had attempted to charge me £150 for all devices claimed on as above. I asked why this was not removed and why it has taken ME ringing THEM to get it sorted, it has been removed.

I am super unhappy and will pay the £468 to terminate early if worst case scenario hits, however I just wanted to know if there is anything else I can do, or any clause in the contract that allows me to leave early without charge? Like stated at the beginning it has gone to OFCOM but if anyone can give some legal advise I would appreciate it.

I've spent too many nights in tears over poor service and no phone.

Many Thanks,

Kaylie Smith

powerful_Rogue

Cant actually see what the issue is here.

You received two faulty phones which they have replaced and given you 4 months free. Seems pretty generous to me.

mobilejunkie

It can't have gone to OFCOM. It would have to go to CISAS.