EE Troubles - The Executive Office & General Moans

[nuclearshark]

I've had a few issues with my EE Account that I opened in April Last Year. Most of which have got resolved but it was the handling and managing of the account which seriously got my back up. So I decided enough was enough and sent an email to EE's Executive Office as a final resort before CISAS complaints.

 

Anyhow the complaints and incidents were as follows:

 

• BTOpenzone addon worked for about a week, moment I gave EE my PAC code from Three Mobile it stopped working and over a year on, still continues to be troublesome and works 2/10 times
  
• Added a Sharer SIM which was registered as a Data only SIM. Que my sister running up a £200 bill without any knowledge by her or me. HSBC declined the payment on my Credit Card for Fraud Prevention reasons.
  
• I first became aware of the above when I was discharged from hospital having been an inpatient for a week for bowel surgery. I needed to contact the hospital after noticing something unusual and found services suspended. I made that phone call via Skype.
  
• EE took a duplicate payment from the My EE App of £82. I discovered this on a Saturday and was told I needed to wait 7 - 10 days for the funds to be credited back to my account. I did a chargeback for 1 of the payments as I wanted the funds that day in my account. HSBC oblidged after a 50 minute phone call and quoting FCA Guidelines
  
• I contacted EE the same day and advised them of my actions as I was told that "Common Sense would prevail" Anything but that then happened.
  
• EE then blocked card payments on my account for fraud prevention. After contacting them multiple times to resolve this and being told by 4 agents that my services would not be suspended. Exactly that happened.
  
• I was promised several callbacks over all issues which were never received. In a previous complaint EE had admitted "That this had happened on more than 1 occasion"
  
• EE Suspended my services over £10 after giving me an Ex VAT figure for a Bill on the phone which I paid immediately. After contacting them I was told the agent had made an error and that it was just "Tough" I paid the VAT amount again being clever and adding an extra £10 so their was no margin for error and to show I was not withholding payments.
  

 

You get the idea... Pretty poor show.

 

Anyhow I wrote to the EE Office in pure frustration and made sure I was in a foul mood when I did so. With a 3 Hour Train Delay on the Great Western Main Line and a lack of a Restaurant Service was the perfect moment to do so.

 

However here comes the biggest concern of all. At no point did I refuse payments or otherwise. But EE kindly littered my credit file with Late Payment Markers which the Executive Office kindly offered to remove...

 

Whilst all that was going on, I contacted BTOpenzone to request the purchase of a 12 month WiFi Subscription which is £15 per month. EE agreed to credit my bill by £15 per month continuously after I threatened to send them the bill for BTOpenzone. However BTOpenzone declined my application due to data with the credit reference agencies. I found this out BEFORE EE told me about the late payment markers. So I was refused credit by their errors.

 

On all occasions I made sure I overpaid the bill to show commitment and it looks like this was all a complete waste of time.

 

The executive office also told me that they would inform me once card payment restrictions were removed. I had to chase this just like every other phone call they promised which I never received.

 

EE also gave me a credit of £80 which was increased to £150 after I told them I was not satisfied.

 

So, they late payment marked my credit file, suspended my services 4 times, promised to call me back and never did, lie to me on whats going to happen, mess me about and cause my blood pressure to rise increasingly.

 

And offer £150 Compensation + £15 reoccuring when my bills total around £100 per month every moth. Should I just accept that? Or should I escalate to CISAS or do something more sinister?

 

Any advise or constructive criticism would be welcomed. Thanks

[fkofilee]

After looking at this, i would stop as is, accept the £150... That would be my step.. If you want to continue threaten with LBA... then if nothing improves, pull the trigger...

[nuclearshark]

Thanks fkoflilee. In honesty, I was more than tempted to accept this as F&F settlement of the complaints. But wanted an independent opinion just in case I should have pursued for something further. I was more upset over the BTOpenzone credit check thing where EE had scattered late payments everywhere.

 

More upset that they would have kept them there had I not said anything.

 

So thanks for your advice. I will contact them and suggest that I will accept the case as closed.

Edited October 3, 2014 by nuclearshark
Pressed submit by accident

[fkofilee]

I won't lie, I don't have a lot of time for EE. This is because I haven't been been customer of their's for sometime.

 

But dealing with them on behalf of others... They are just a pure nightmare.

It looks like your agreement will be up shortly... Consider moving?

 

Accept the compo

[rebel11]

You could leave some feedback on there Twitter, Fackbook accounts, see if they would like to do a bit more.