“Tied into fifty quid a month contract with 1 bar of signal and constant dropouts throughout pandemic only to be told signal is fine then have my dispute blocked at ombudsman.. these guys are the worst”
“Appalling behaviour to my father who is terminally ill. He wanted to end his contract because of illness and they kept passing him from one customer service person to another. Cancellations would try and prevent him from ending the contract. He was very rattled by it.
Just vile.”
“I've been a loyal customer with EE since 1997, some 25 years. I have the whole family with EE, 4 contacts over £150 a month. It's my daughters birthday, and I wanted to upgrade to an iPhone 13 as a surprise; however, I needed to pay £45 for the pleasure early upgrade fee. Because I wanted a surprise I paid it as my daughter would never guess. I mentioned on call and asked them not to contact her, its a surprise. So on Saturday, a day earlier than when was agreed to deliver. The man from Enjoy/BT called my daughter, asking if he could come early to deliver a new phone as he was in the area. My daughters whole surprise was now ruined, and I was so upset. I called the man, and he said that he is only a contractor at 'enjoy' working for BT and the information was not on the system to only call me. The man at 'enjoy' was extremely sorry, and he said if he could wipe the early upgraded fee to apologise, he would, but he couldn't. I then phone EE for an explanation of how this had happened. The next person I spoke to was also apologetic and was truly upset that my daughters surprise had been ruined. He said he would get his manager to call as there was nothing he could do. The manager did call and was so rude. Not sympathetic at all . Offered 20 credit as a good will gesture. I then said I would be happy if you credit back the early upgrade fee of £45 as the whole point of the upgrade had been ruined. She point blank, said no, "We have provided you with the service we agreed." I then explained the 25 years, 4 contracts and loyalty not count for anything. she then told me I could always use a different provider. Hence, to say. I will sadly be leaving EE when all 4 contract come to their end. I never had such an appaulling service; she was rude and unsympathetic to my situation. Just because EE are a big company, they need to remember it's all the small people that make them big. Bye-bye EE after 25 years.”
“Visited EE store in Worthing yesterday & spoke with Aston your customer advisor. Aston was extremely kind, knowledgeable & couldn't have been more helpful. A really nice chap & a credit to your organization. Thank you so much for sorting out my new mobile phone. A pleasure to have met you.”
“I have been an EE customer since 2009, sadly when I recently went to upgrade my phone I have experienced the most appalling customer service.
I was unhappy with the offers available and misinformation provided, so I queried this with the customer advisor, only to be laughed at. The next person I spoke with under his breath called me a “b***h”. I have raised complaints about these incidents but I am yet to speak to a Manager.
This has been ongoing for a month now.
I tried to speak with a manager again on Thursday only to yet again be treated in the most unprofessional way - this time the customer advisor started quizzing me about my complaint, I repeated that I wished to speak with a manager only to be told they would “only say sorry” & “what else did I want?”, additionally during this call there has been a GDPR breach.
Having been a loyal customer for years, I am utterly appalled the staff’s behaviour, clearly EE don’t take complaints seriously & staff are not following their own complaints policy and breaking the law.
All I wanted was to upgrade my phone!
EE - when you respond to this review:
Yes, I have also raised it on your website. If this is not actioned promptly I will be left with no choice other than to escalate this to the regulator.”
“Been missold a contract on the 31st of December, been told we can share data within 3 accounts and now we can only do on 2 after the upgrade date, being now forced to upgrade me dad's account for him to be gifted data, being told that we can't apply a family and friends discount to a sim only that is based on EE's website for 14 quid amonth, Zoe was not bothered to provide an accurate information along side with the manager not being bothered to get involved, absolute shocking and I use to work for the company, absolute shocking service !”
“Had the absolute worst experience with EE. Got a contract, was disappointed with signal quality and cancelled after 10 days. 3 months and many phone calls later, they still did not manage to update their records and now I'm getting threatening letters from debt collection agency!! Stay away from EE at all costs.”
“take a deposit for phone then reject you, dont get money back for 14 days, everytime I got to customer service it cut out ill stay with vodafone only went and ordered off EE because it was only place that had phone in stock.”
“Omg what great service I had to day from a beautiful young lady called Milly Today , EE should be so proud your employer did not try and just sell me any phone , she helped me so much as a older customer and tryed to explain as much as she could , let me go and look on line and see which one I would like , I phoned back asking to talk to her only to be told she was not working to day ! I new she was as she told me untill 8pm . So phoned back and was so so lucky to of got her again , what a great member of staff you have . Thank you so so much Milly ❤️”
“Excellent service from Kyle at the Weston-super-Mare store. Very accommodating, knowledgeable and interactive. You can tell he is very good at his job. Best service ever. Thank you Kyle”
“Very good at selling (lying) not so good at actually offering a service
After many years of using a pay as you go plan I was called with an offer for a Sim Access plan, as I travel often I asked the representative if my access to roaming would remain the same (she reassured me it would). A few months later I am now abroad, my roaming hasnt activated and EE tell me its because that is deactivated on sim access plans and my only option is to "keep paying on time and upgrade to another plan". I am now unable to access my mobile banking because I cant verify 2fa as my roaming is off. So no money, no phone, on holiday and EE refuses to do anything to help.”
“I would like to give some positive feedback about 2 members of staff at the EE Store Unit 3, Imperial Park, Wills Way, Bristol BS13 7TJ. My partner and I went in for my phone to be sent away for repair and also for my partner to upgrade his phone with EE. We were given such professional service and help by Richie and Emily who were both so courteous, patient and committed to making sure we were happy with the end results. Thank you. . Thank you – it is a breath of fresh air to find such approachable staff.”
“A friend phoned EE this morning an ex soldier with severe ptsd depression whilst having an attack broke is phone. He phoned EE to ask for help rather than help by giving him a cheap phone until his contract ends in 8 months they tried to sell him a contract on top of his existing contract how low and disgusting can people go. Scares me to think it is only going to get worse.
I would like to take this time to remind you all you would be were you are today if we didn't have soldiers protecting us. Yet time and time again people company's governments consistently keep failing them.
MAY LORD OUR GOD AND SAVIOUR JESUS CHRIST KEEP YOU SAFE.
GOD WINS”
“I have been a loyal EE’s customer for years and today after several complaints I have realised how bad they actually are.
We separate a number from a business account to make it private, yet in the early phone conversation with EE no one cared to tell me that by separating the number I would have paid the same amount £75. Now, why would I be so stupid to do that?, if keeping it in the business account would have not cost me as much? After several complains and with the excuse of having an handset which is bound to a two years contract, they came down to £65 x month. Which at the end of this contract, is more than I would have paid for a new handset. Despite saying that I was not told about it just the very next day of the requested new account after months I have been told that nothing can be done by someone called Deborah G. From the Executive Customer Resolution Team. My compliment for the worst customer care service ever. You lost a customer or even two.”
“Bad customer service waiting for ages for calls to be answered always network issues no loyalty to customers that have been there ten years plus. Didn’t even care when I said I will leave so I ended up leaving and going to o2 where I got up to five quid off my monthly bill on exactly the contract and phone I wanted!! whereas ee couldn’t even be bothered to help me with it. And at one stage when told me there were no discounts on Black Friday due to systems down. Use a pen and paper love!! A total joke of a network and so costly and no perks! Glad I’m out of there!”
“They've closed my account and not allowed me to buy any goodie bags because I didn't want to continue my contract. The only option left for me was to top up which I did because I thought it would "wake up" the account but nahhhh. Plus I was paying £15 for 10GB and they run a deal £10 for 15GB on Pay As You Go. Eunts! (sorry for the spelling mistake)”
“Theives!
I came to the end of my bt contract so I called them for a new deal they offered me a deal through EE that I accepted I waited four days for the new sim to come through and when it did I tried it! It never worked so I kept trying it over the next few days it still never worked so I called them and it asked me to enter the number when I did it said number not recognised and hung up on me I ended up having to call bt to get put through to EE they said they would get the sim activated a week later they were still unable to do so they never offered to send another sim out! So I cancelled it within the fourteen days I never received any conformation of cancellation so I called them back to be reassured it had been cancelled they said it had then a few days later I received a bill saying they had set up a direct debit for £15 a month my sim only contract was for £12 a month and it had never worked and had been cancelled within the fourteen days so I called Bt again to get put through to EE the guy said he would cancel it again and cancel the direct debit HE NEVER they have taken £15 out my bank this week for a Service they have never provided and that had been cancelled four times now and I still have not received conformation from them avoid this company who will steal your money directly from your bank they are now getting reported don’t ever use this company they are terrible their customer service is terrible and they are common thieves! So I now have to waste yet another day calling them to sort this out again horrible company that steals your money!”
