EE Poor Cutomer service

moneypenny007

Hi Guys,
looking for some advice, I have taken over my mums account through Power of Attorney and have found that EE have been billing her for a line she has never used for 7 years!!
She has an EE SIM that is billed correctly and the second line bill comes in the same envelope so I have never denied that they have been sending bill, my complaint is she has upgraded 3 times since 2013 and not once have they commented on the second line, their excuse is its an old T Mobile line and is on a different account so when calling about her working number they wouldn't see the other line which makes no sense as the two bills come in same envelope.
The have taken £1,400.00 over the 7 years but are offering only £350.00 as a goodwill gesture, has anyone had any similar issues and do you think going to the Ombudsman would get a better payout?

Thanks,

Andy

JJ_Egan

What is this second line ??

A fixed  line  or a network with mobile phone number .

[Deleted User]

Go to the Ombudsman asap

moneypenny007

JJ_Egan said:

What is this second line ??

A fixed  line  or a network with mobile phone number .

It was a Mobile number that they never ceased when moving from T-Mobile.

Russel_Hobes

It is always advisable to move from your network provider if they are taxing your pocket to some other. For this you have to unlock your device locked to t-mobile and move to a network of your choice. There are many online players who offer their service to unlock your network. To quote one , you can use www.unlockninja.com