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  • FIRST POST
    • Former MSE Paloma
    • By Former MSE Paloma 3rd Jul 15, 11:33 AM
    • 526Posts
    • 245Thanks
    Former MSE Paloma
    MSE News: EE fined 1m for 'serious' complaints handling failures
    • #1
    • 3rd Jul 15, 11:33 AM
    MSE News: EE fined 1m for 'serious' complaints handling failures 3rd Jul 15 at 11:33 AM
    Mobile and broadband provider EE has been fined 1 million for 'serious' failings in the way it handled complaints...

    Read the full story:

    EE fined 1m for 'serious' complaints handling failures




    Click reply below to discuss. If you haven’t already, join the forum to reply. If you aren’t sure how it all works, read our New to Forum? Intro Guide.

    Last edited by Former MSE Helen; 03-07-2015 at 12:55 PM.
Page 1
    • Former MSE Helen
    • By Former MSE Helen 3rd Jul 15, 12:56 PM
    • 2,324 Posts
    • 971 Thanks
    Former MSE Helen
    • #2
    • 3rd Jul 15, 12:56 PM
    • #2
    • 3rd Jul 15, 12:56 PM
    Thanks for flagging grumbler, this has now been corrected.
    • Ian011
    • By Ian011 3rd Jul 15, 1:22 PM
    • 2,358 Posts
    • 1,504 Thanks
    Ian011
    • #3
    • 3rd Jul 15, 1:22 PM
    • #3
    • 3rd Jul 15, 1:22 PM
    ... and they still haven't complied with Regulation 41 of the Consumer Contracts Regulations 2013.

    Post sales helplines must use 01, 02, 03 or 080 numbers.
    • GraceCourt
    • By GraceCourt 4th Jul 15, 2:28 PM
    • 192 Posts
    • 107 Thanks
    GraceCourt
    • #4
    • 4th Jul 15, 2:28 PM
    Not a surprise!
    • #4
    • 4th Jul 15, 2:28 PM
    I was delighted to see this item on the newsletter, although for me it no longer makes any difference. I and my family have been Orange customers for years but their customer service and support has become such a joke that all of our accounts are being closed and we're moving to other providers.

    I had three Orange accounts, one "pay monthly", one "pay as you go" (used in a security device to send SMS text messages to provide GPS positioning data on demand) and one "data only" SIM in an iPad. Not a single one of these was successfully transferred to EE - indeed, the billing for the "Pay Monthly" account ceased completely, because it had been made paperless and EE were unable to transfer it to a new EE online account. So after a number of months without billing, and no joy at all from their Customer Services (they answered letters, but couldn't fix it - so they re-instated paper billing and thought that they were doing me a favour by refunding the added charge for this!), I eventually had had enough and migrated the number away to another provider. It was just as well, because they had failed to process my cheque payments for two months... after the first month, their debt chasers rang up demanding payment and I pointed out the problems, and after the second failure, they just cut off the telephone service!

    And quite apart from this, I'm engaged in Part 27 County Court proceedings against them because despite numerous requests over the last few years, they have failed to process the personal data of my son and I in accordance with the Data Protection Principles (Schedule 1 of the Data Protection Act 1998) and, having run out of patience, I commenced proceedings against them under S.13.

    I used to recommend Orange to others: now, I recommend that EE is to be avoided at all costs!

    My only remaining worry is that, as a shareholder of BT, I think that their purchase of EE is a massive mistake... trying to turn around this turkey of a company when, even now, it's trying to claim that all of their customer complaints problems are behind them, is going to be impossible.
    • Jon 01
    • By Jon 01 4th Jul 15, 3:47 PM
    • 5,427 Posts
    • 1,802 Thanks
    Jon 01
    • #5
    • 4th Jul 15, 3:47 PM
    • #5
    • 4th Jul 15, 3:47 PM
    That's what happens when you get rid of all the long term staff in the wake of the T mobile merger and close whole buildings down.

    Make you wonder if the whole merger was just to create a business to sell on and now all the people at the top are going get millions from BT.... or is that too cynical!
    • boatman
    • By boatman 6th Jul 15, 5:48 PM
    • 4,206 Posts
    • 2,990 Thanks
    boatman
    • #6
    • 6th Jul 15, 5:48 PM
    • #6
    • 6th Jul 15, 5:48 PM
    I think I deserve some of that 1million as we are the customers that suffered.
    I won my case against T-Mobile when I went through CISAS but T-Mobile failed to comply with the judgement, they are an awful company and should be avoided.
    Last edited by boatman; 06-07-2015 at 5:50 PM. Reason: Jk
    • uncle_nick
    • By uncle_nick 8th Jul 15, 10:08 PM
    • 8 Posts
    • 14 Thanks
    uncle_nick
    • #7
    • 8th Jul 15, 10:08 PM
    Sometimes no point escalating...
    • #7
    • 8th Jul 15, 10:08 PM
    Spent a long time on phone with EE Customer Services last month, explaining to an apparently competent chap that I wanted to start a new contract on my new house a month before killing the old service. He read back the requirements, sent out a new DSL router etc for the new place... and I thought life was sorted for a month of having to be in 2 counties at the same time.


    Nine days later I got the text that the new phone & broadband were going live... and the existing service died - turns out somebody had ticked the Moving Home box and transferred the existing service.


    Alerted EE and suggested that if they acted fast, checked my call recording to confirm their mistake, they could roll-back the transfer without incurring fees from the wholesale provider.
    5 days later, no change. Management 'couldn't find the call recording'
    Amazing how many EE Callcentre bods can understand the exact nature of their mistake and apologise a lot, without achieving anything.
    Suddenly they were whinging about how remediating their error was going to cost them 600quid in wholesaler charges, to 'expedite new broadband orders' but it would take at least 3 days for the new orders to get to the stage of being escalatable.


    Final outcome - a credit to the account, to buy a wireless dongle for my computer - from a callcentre chap who recommended a Vodafone one as best signal in my postcode. Another credit to the account for the month's lack of service... and some extra data allowance on my EE mobile contract since I was tethering my phone to my computer.
    No written apologies though, or suggestions I could complain to Ofcom about EE's corporate failings.


    Why bother escalating the complaint though ? That won't give me back my wasted time & won't help with accessing critical systems LAST month. What would the ADR add to the situation ?
    rant, grumble, gripe... idiots everywhere
    • boatman
    • By boatman 10th Jul 15, 8:00 AM
    • 4,206 Posts
    • 2,990 Thanks
    boatman
    • #8
    • 10th Jul 15, 8:00 AM
    • #8
    • 10th Jul 15, 8:00 AM
    Write a letter to ee , send it registered post with your complaint and what you expect.
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