If I could give -100 I would. Never ever been through such a nightmare. The advisor and manager in the exec dept are the most evil idiots I have ever had the misfortune to come across. Thieves and liars and very aggressive ..they are not honouring an agreement that was made by myself and a manager in 2020 by saying they've no notes. My monthly bill was supposed to remain the same unless I upgraded or left which it did right up until my last bill when I decide to take out another phone..big mistake! Huge! I returned it same day I received it (March 3rd) was informed would take up to 14 days formy current phone to show on the system again and I'd receive a refund! Yet they took payment for the phone on Monday..I contacted trading standards and was told I should receive it back to my card..spoke to exec advisor who said bill payments are in arrears blah blah...called trading standards back again told advisor what this clown had said. The advisor told me it didn't change anything I should still get it back on my card....spoke to exec advisor again and told her..she ended up shouting "do an indemnity " "do an indemnity" which I did but shouldn't have had to She's also lied said I received a text message in 2020 and told me what it said. It's an absolute lie as I still have my text messages from that time. They're trying to cover their back as they know I'm going to the ombudsman (who incidentally although remaining impartial was very helpful) just waiting for deadlock letter to come by post. Manager of the store who I very mistakenly thought gave a toss called an hour later than requested. I started explaining everything that had happened. He interrupted me very abruptly wasn't at all interested in what I'd been through. I then realised he was only interested in finding out if I was going to upgrade!! I replied I definitely won't be upgrading!! My contract has ended and even if I win my case I won't be staying with them. I have been to hell and back. I have a lot of chronic medical condiotions and they've made me so ill! Cant wait until the ombudsman makes a decision so I can leave these evil monsters! I also have my broadband with EE but at least broadband try to help you and are a million times more polite (majority of the time) had quite a few problems over past few months but at least they've tried to help sort it and seems to be almost resolved now BUT never again in my life will I ever go back to EE MOBILE..Really can't believe theyre getting away with lying through their teeth and stealing