Hello.

I have a long ongoing battle with EE which I have issued a small claims action for.

To cut a long story short, I only got a response from them after calls, Emails, letters sent recorded, Email to CEO and finally an LBA.

That worked and I got two letters from the correspondence department. The trouble was when I spoke to their head office switchboard the lady I spoke to was quite embarressed as she went through to the department with the two names that were on the letters, but came back and told me that no one of those names worked in that department!

I have been searching around and I have come across a couple of other people on other sites say that this is another one of EE ruses - fake people to send out generic letters to make it seem like they are taking an interest in your issue!

I was trying to find out if any CAGgers have had experience with this being done by EE as I believe this is reprehensible and hopefully I will mention this during a small claims or mediation hearing (should it get that far - They sent a court bundle on the flimsiest 12 points I had come across - I ripped all their points apart which I was quite proud of!) as I know this sort of behaviour from a company is frowned upon.

Companies who offer appalling service need to be taken down a peg or five!

Anyway, thank you for reading this.

Regards

Rob

I think quite a few of the larger companies use "made up" names

People in 'low level' customer facing roles - call centres, correspondence centres, etc. often use pseudonyms, for their own privacy as more and more people get named online when they are just doing their job, or even get looked up on social media. If you spoke to somebody in the relevant department they would know exactly who the pseudonym related to, but it is unlikely a head office switchboard would know this level of detail.

Thank you for the replies.

One point Barracad is that the head office switchboard went through to the correspondence department as they were the ones who sent me the letters and so I asked to speak to the people whose names were on them. It was the switchboard operator who said she would go through to the correspondence department to try and find the persons who had sent them, but came back after a few minutes of me being on hold and said that the she spoke to the department who had told her that they had nobody of those names working there. Therefore the department who issued the letters were unable/unwilling to identify who had sent the letters to me so I could not be able to liase with them. Using psuedonyms is acceptable to me as I appreciate the implications for the staff as long as there was a real person behind the name, not a made up non existant computer generated letter with a made up name to correspond with customers.

I went through the head office switchboard as I thought I would try another route as the whole issue had gone to far with EE and I thought I would try and speak direct to the people who had sent me the letters after getting p***sed off never once receiving a call back and being on hold for ages and no response to any other communications I had sent previously.

I thought an LBA would stir them and thought now their correspondence department had replied I had started to get somewhere with them but alas, more lies, smoke and mirrors from the most incompetent of the incompetent (alongside Post Office Homephone and Broadband/Openreach) so I appreciate all feedback here and will be interested in all replies.

Many, many regards

Rob

any update here?