“I will start by saying: I never thought it is possible for this to happen in 2019 unless you are somewhere in North Korea or something.
I went into the EE Store on Friday 13th September to get a Sim Card deal that I saw on their website, £20 for 20 GB of Data. It was really Friday 13th. As I got in, I was welcomed by sales advisor Nahima in the Bull Ring store in Birmingham. I specifically mentioned the deal that I saw on their website at which point she very confidently confirmed that they have that offer in store and that I can get corporate discount on it as my partner has the corporate discount perk. The discount of 20% on a £20 simcard is £16, moving on. As Nahima was looking to start the contract, she suggested the following: “Btw, I can do a better deal” she said. If you take the one sim card with 20GB for £20 I can offer you on your second number that you bring in a multiline discount of 10% and double data offering on a 25GB for £20 Sim plan. I had some thinking for 1 minute and although I do not use more than 25GB I accepted as it made sense still. She then filled the name, card details and pac codes on the contract, nothing else, asked me to sign, explained me that although it says £22 pounds there on the contract, on my account will reflect what we discussed. I then signed and asked: “So when will the number ports happen?”. She said on the 17th September, which was just 1 working day later. I was happy with that.
THE NIGHTMARE STARTED WITH THE WORST MOB ORGANISATION IN THE UK 2019
I noticed on Friday night on my account that nothing has been applied from what Nahima said, I then called customer services, they said nothing has been applied and I will need to take it in the store, I spoke with 2 agents. I was like: “Ok I can take this will billing after”.
Monday came, I called to verify my number ports. My number was due to port on Tuesday 17th, however my wife’s number was on the 14 Oct. I asked why, I was told to just make a call from that provisional number and that the date will be moved as it is an ofcom regulation now that people don’t know about it. I did, he actually confirmed that the date has now moved on the 18th. I called on the 17th, they said it’s still 14 October. I then got super frustrated of the fact that I had to spend 4 hours on the phone between Friday and Monday speaking with at least 5 agents, trying to cancel it, cancel number port, tried to get the discounts applied, tried everything possible and instead I was only lied and misinformed as they are all incompetents and have no clue what they are doing. I then tried to cancel it again on Tuesday or cancel the number port on my wife’s number to at least save her simcard from this demonic company and again I got hit with: “you need to speak with the store, the store needs to get this sorted for you” or “The number port is locked, we can’t do it”
I then of course went to the store on Tuesday: The Assistant manager there Haroon immediately blamed customer services for giving me misinformation and says that I should’ve come to the store. Initially I showed him on the contract where it said £22 for the Sim Card of 20GB and he said they don’t even have that plan and it should’ve been £20. I then said that regardless of what he can do, after all that happened, I just want to cancel the cards. He made me wait for 20 minutes while he supposedly read the notes from customer service although I clearly explained him that I don’t care what anyone said, I was mis-sold, and I need to cancel my simcard. He then explained me and my wife that just arrived there that I wasn’t mis-sold, all of the sudden that £22 plan was not meant to be £20 and although it says £22, on my account and on the bill will be £20 + the corporate discount, I kept showing him that in my account the price was still £20 and that the corporate discount nor the double data from 25GB to 50GB was not applied. He then continuously defended his incompetent colleague that was as incompetent as him and the commission won from this mis-sale. I was basically humiliated, called a liar, I was trying to explain, and I was asked to calm down as they will call security. This all happened in the eyes of a supposedly “store manager” that sat there and only looked. That is probably because her training and customer service reflected in the exact way as for her employees. In the end he said he can’t cancel my sim card even if by LAW you have a 14 days cloaking period.
The outcome: I sat in the night with someone on the phone for another 1 hour and 20 minutes and said he can cancel my contract and that I will need to wait 24 hours in order for the port on my number to be completed and he can request a PAC code. He then made me pay £40 which was the first bill apparently and said that it will be the last bill. He then said, no actually he promised that he will call me at 9 am the next day to give me the pac code and cancel the other sim card…..Guess what? Yep, never happened. Outrageous.
I AM OUT OF ENERGY: The end
Conclusion: DO NOT GET EVEN 1M close TO THE STORE IN BULLRING and STAY AWAY FROM THIS CLASSIC MOB ORGANISATION or pray things will go smooth. In the history of ordering services, I never seen anything like it. If they do release me of my contract, it was still a £40 adventure of calling and speaking with at least 7-8 reps that only misinformed me.”
“I will start by saying: I never thought it is possible for this to happen in 2019 unless you are somewhere in North Korea or something.
I went into the EE Store on Friday 13th September to get a Sim Card deal that I saw on their website, £20 for 20 GB of Data. It was really Friday 13th. As I got in, I was welcomed by sales advisor Nahima in the Bull Ring store in Birmingham. I specifically mentioned the deal that I saw on their website at which point she very confidently confirmed that they have that offer in store and that I can get corporate discount on it as my partner has the corporate discount perk. The discount of 20% on a £20 simcard is £16, moving on. As Nahima was looking to start the contract, she suggested the following: “Btw, I can do a better deal” she said. If you take the one sim card with 20GB for £20 I can offer you on your second number that you bring in a multiline discount of 10% and double data offering on a 25GB for £20 Sim plan. I had some thinking for 1 minute and although I do not use more than 25GB I accepted as it made sense still. She then filled the name, card details and pac codes on the contract, nothing else, asked me to sign, explained me that although it says £22 pounds there on the contract, on my account will reflect what we discussed. I then signed and asked: “So when will the number ports happen?”. She said on the 17th September, which was just 1 working day later. I was happy with that.
THE NIGHTMARE STARTED WITH THE WORST MOB ORGANISATION IN THE UK 2019
I noticed on Friday night on my account that nothing has been applied from what Nahima said, I then called customer services, they said nothing has been applied and I will need to take it in the store, I spoke with 2 agents. I was like: “Ok I can take this will billing after”.
Monday came, I called to verify my number ports. My number was due to port on Tuesday 17th, however my wife’s number was on the 14 Oct. I asked why, I was told to just make a call from that provisional number and that the date will be moved as it is an ofcom regulation now that people don’t know about it. I did, he actually confirmed that the date has now moved on the 18th. I called on the 17th, they said it’s still 14 October. I then got super frustrated of the fact that I had to spend 4 hours on the phone between Friday and Monday speaking with at least 5 agents, trying to cancel it, cancel number port, tried to get the discounts applied, tried everything possible and instead I was only lied and misinformed as they are all incompetents and have no clue what they are doing. I then tried to cancel it again on Tuesday or cancel the number port on my wife’s number to at least save her simcard from this demonic company and again I got hit with: “you need to speak with the store, the store needs to get this sorted for you” or “The number port is locked, we can’t do it”
I then of course went to the store on Tuesday: The Assistant manager there Haroon immediately blamed customer services for giving me misinformation and says that I should’ve come to the store. Initially I showed him on the contract where it said £22 for the Sim Card of 20GB and he said they don’t even have that plan and it should’ve been £20. I then said that regardless of what he can do, after all that happened, I just want to cancel the cards. He made me wait for 20 minutes while he supposedly read the notes from customer service although I clearly explained him that I don’t care what anyone said, I was mis-sold, and I need to cancel my simcard. He then explained me and my wife that just arrived there that I wasn’t mis-sold, all of the sudden that £22 plan was not meant to be £20 and although it says £22, on my account and on the bill will be £20 + the corporate discount, I kept showing him that in my account the price was still £20 and that the corporate discount nor the double data from 25GB to 50GB was not applied. He then continuously defended his incompetent colleague that was as incompetent as him and the commission won from this mis-sale. I was basically humiliated, called a liar, I was trying to explain, and I was asked to calm down as they will call security. This all happened in the eyes of a supposedly “store manager” that sat there and only looked. That is probably because her training and customer service reflected in the exact way as for her employees. In the end he said he can’t cancel my sim card even if by LAW you have a 14 days cloaking period.
The outcome: I sat in the night with someone on the phone for another 1 hour and 20 minutes and said he can cancel my contract and that I will need to wait 24 hours in order for the port on my number to be completed and he can request a PAC code. He then made me pay £40 which was the first bill apparently and said that it will be the last bill. He then said, no actually he promised that he will call me at 9 am the next day to give me the pac code and cancel the other sim card…..Guess what? Yep, never happened. Outrageous.
I AM OUT OF ENERGY: The end
Conclusion: DO NOT GET EVEN 1M close TO THE STORE IN BULLRING and STAY AWAY FROM THIS CLASSIC MOB ORGANISATION or pray things will go smooth. In the history of ordering services, I never seen anything like it. If they do release me of my contract, it was still a £40 adventure of calling and speaking with at least 7-8 reps that only misinformed me.”
“My mother had a pay as you go sim - being used only very infrequently, she had topped it up £20 around 3 years ago, had tried to use it several times but seemed unable to, although I could call her on it (which was fine) I rang her a few days ago and it appears they have given her number to someone else as it had not been used in the last 6 months - not even prepared to refund her credit! Won't be using them again!!”
“We have been ee customers for a long time both broadband and mobile but we recently moved to Cornwall and waited for ee to connect us up for three months and all they gave us in compensation was one free month OMG can you believe it ? I will definitely leaving them both broadband and mobile which I have three contracts !! So very disappointing.”
“A very poor service for my mobile phone...many errors and clangers dealing with EE Head Office...they overcharge and are not put to task by the Regulator or any other Government Dept.
The Regulator appears slow to act against Phone Companies..unlike the Banking Sector which have been fined for their numerous misdemeanors.”
“Unauthorised deduction of funds from my account and terrible customer support
I have been with EE for many years and had a £5.00 pack with them when my data allowance ran out. So every day I was sent a text message saying to use data I would need to buy an add on. As I was going to let the pack run out and wanted to choose a different pack. I sent a text message saying stop pack so I would not automatically put on the previous pack. Despite ignoring the text reminders about buying an add on and my text message saying stop pack. I had an unauthorised payment taken out of my account for £7.50 to buy a data pack !
I then phoned to complain about this, as trying to complain via the other methods is a waste of time. The advisor then said to me as a one off they would refund me, as if they were doing me a favour ! No hint of an apology for the unauthorised deduction of my money for this transaction. I am also annoyed that I had to pay for the call to complain when it was EE fault. So now to buy a new pack I have to top up by at least £5.00 to buy a pack. As initially I had a balance of 10.00 ready to buy a new pack of my choosing leaving me now with a balance of £9.60.
I think it’s a disgrace that EE can just take unauthorised money out of your allowance ! Also the way I was treated by customer service saying if they were doing me a favour when it was EE fault. Plus the fact I had to pay for a call to complain when as I said it was EE fault.”
“Customer services for my sim only mobile contract, using data while abroad. I made an error working my way through an online menu, and managed to switch off data roaming. I ended up making several calls to customer services (we crossed national borders on our travels) and on every occasion, they were helpful, polite, genuinely interested in solving the problem, and made me feel valued as a customer and as an individual. I genuinely wish all customer services were as good as this.”
“I went to the ee store in woolwich and found all staff to be helpful and friendly, especially Esther who put up with my lack of knowledge and endless questions, I had to go back as I couldn't figure out how to transfer contacts, on both visits she was patient friendly and seemed genuinely eager to fix my problem only thing I weren't keen on was once contract was set up for a phone I have never had before I decided I really couldn't get on with it but was not allowed to change contract to a higher priced contract for a phone I knew I would get on with.”
“I'm not one for complaining or leaving bad reviews usually, however on this occasion I will as i'm extremely unhappy with EE. I'm in a 2 year contract (which I'm more than happy about if my phone would actually work) but since April when I started the contract all I have had is issues that haven't been resolved. I never seem to get signal, I can never actually use my phone for what I pay for it, including at home and at work. EE have issued a £25 partial refund to 1 months contract, very kind.... but I don't want money - I just want my phone to work.
I have spoken to various people regarding this and diagnostics have been done but it hasn't changed anything. Kind of hard to have faith or good words to say about a company if they're not willing to fix the issues their customers have.”
“Absolutely disgusted! I have been with for EE many years but I have had to move elsewhere today.
I was shocked to receive a bill which had increased by 20%, but I had not gone over my limited or paid for anything extra. It didn't make any sense.
Therefore I contacted them via chat to be informed that this was because I had not set up a new contract, and my charges would keep increasing because of this. I was also told that it was due to inflation - but inflation is not 20%!
I explained that I cannot tie myself into a new contract because I am on disability. On disability I have to fill in a form every 6 months, and if they decide to stop it then I can't afford a mobile phone at all.
Therefore I cannot tie myself into a new contract.You would have thought that keeping my current contract rolling over was showing loyalty- and this is how they repay loyalty!
Therefore I called to leave and they tried to get me a better deal. I was told that I could have one for £6 per month. Then in the next breath was told no I can't because that's for a 12 month contract. For a monthly contract the same package was £21 per month!
They obviously don't help the disabled either.
I then received a call from EE to see if they can help. I had to explain everything again to be told that they don't know of any network that helps with personal circumstances! Not a very good attitude. Also wrong because anyone offering flexible monthly contracts are helping with this.
Therefore I am now switching to Giffgaff and I will never consider EE for anything ever again. I used to say great things about this company. I just can't believe it.”
“500mg gone in one fu"kin day and the funny part is I have wifi, I got my allowance yesterday I watch UFC and watch xfactor songs on Facebook only rarely do I use data, in 24 hours its nearly gone why the hell did I renew my contract, you are the worst phone company ever, and that's not just my opinion I just read some of your 500 reveiws, my God you should be totally ashamed of yourselves, if a bank or shop treated people the way you do they would be made to close I wish you were you useless cunts”
“This is an outrageous venue. I had the worst experiences of my life in here. First, I got tricked into making a contract pretending I could use the phone all over Europe. I leave for the weekend right after I sign and my phone has "no service" the whole time. As I come back to the store to complain I ask to be immediately reversed to "pay as you go" as it was before. That was in January 2019. Today I still wasn't able to go back to "pay as you go" and I need to pay till the end of my contract to change provider. THOSE PEOPLE are legalized thieves. It's a legalized SCAM don't go to EE and never to this store. I give one star just because I am unable to give none. They don't even deserve it.”
“5 stars due to Danielle Trentham.
As a first time young customer on ee my first experience buying a contract wasnt very pleasant. On Saturday i brought a contract for Samsung s10e and was very happy. However when i turned on the phone it started to burn up after 2 minutes, to the point it would burn my hand to touch. I left it for a day incase it was the summer heat, but the same happened the next day. So on Tuesday (4 days after buying the contract) I went back to the store. After explaining their only solution was to give me a new phone. Seeing as i didnt want a new on due to reading other s10es had done the same i demanded a contract cancellation as the phone was unsafe and I had a 7 day cooling off period. Their answer, no we don't do that. Even though I had the ee's websites info on cooling off they said i can only cancel due to signal problems, which was a lie as I can called customer service that morning to check if cancellation was possible before going to the store.
Apparently to stores a health and safety hazard is less important to them than signal (ridiculous).
Anyway this is where Danielle became my guardian angel. I knew the staff in store couldnt be bothered with me and as I look so young they clearly thought i knew nothing I called CS AGAIN. Danielle ensured me by eu law they have to cancel if I ask as the phone is unsafe. She gave me her email so she could call me for when i return to the store to speak to the manager, if they still refused. Which of course they did, this time i returned with my father as the store didnt want to give me a time of day. After refusing AGAIN with a note on my record saying they need to cancel (which the staff were reluctant to check by the way) I gave Danielle an email and 2 minutes later she called me, she waited on the phone with me for 20 minutes while the staff hid in the back and refused to come deal with it. She then spoke to the store manager and after 5 minutes of him moaning she got him to cancel the contract on the spot.
She went above and beyond to ensure i got what i needed, she was amazing and spend most of her work afternoon helping me, without her id still have a contract with a dangerous phone today. Ee redhill store itself get 0 stars from me, they were rude and had no interest in even looking into the matter. I understand they have been told rules but all they had to do is call CS and ask themselves to confirm, but clearly they are more concerned with commissiom than helping customer be happy.
If you ever need help dont bother with stores Danielle and her team are definately the people you should contact for support.”
“So I cancelled my contract 28th of may and they send a sorry leaving email and it said contract email £0.00 and then last month I get a letter saying I still owe £222.89, they woman I spoke to apparently said I couldn't cancel my contract until October but no way on earth did she say that to me and she said that I have to pay £136 but she didn't! So my mum phoned them back today and made them listen to the conversation that we had and she didn't even say any of that so they've l lied like they do all they want is your money,and yet again they think they can get away with that I will never go with this company ever again!”
“Well where do I start apparently the customer services and the stores have different customer rights. Apparently you do not get a 14 day cooling off period and customer rights don't apply to you if your one of their customers.
Complaint passed on to ombudsman
Thanks for nothing
**********Stay clear***********”
“Let me start by saying that as a new customer my initial experience and opinion of EE was excellent. I was looking for a product which would allow me to hook up to my Sky Q system and I signed an 18 month contract for a 4G home broadband router and enjoyed an uninterrupted fast connection for the first 6 months. In this period I also had a couple of occasions I needed advice and found at that stage the customer service team to be very engaging and helpful.
But then the problems started.....
Unfortunately I started to experience problems with the router dropping the signal momentarily which meant all devices including my TV system lost connection and had to be re-connected.
Contacting customer services by phone on this occasion proved to be a major issue with waiting times in excess of 45 minutes, and what seems like the practice of disconnecting calls when finally answered meaning I had to start the whole process all over again.
Having persevered and finally got through to an operator, after a lengthy call where the operator went back and forth with their supervisor, I was promised a call back the following day..... needless to say this call did not materialize leaving me no option but to start the process again and join the queue again for an operator! To cut a long story short, this continued for some time with many promises of checks and fixes, culminating approx 3 weeks later with me being told it was obviously a faulty router problem (I could have told them this 3 weeks earlier!), and that I would have to send it back for repair.
When I then explained that I did not want to be without the router and service for what could be a further month, I was told there was no other option unless I could find an EE store locally who could offer me a loan unit (why could they not sort this?). An offer was made for a partial refund of line rental costs, but this was not the point... I needed the router to use my TV service and it was not a question of money. However when I tried to explain this the threats started. I asked to speak with a supervisor and was promised another call back. When I was called back the first thing that was said to me was 'If I put your through to a supervisor then any offer of assistance discussed previously is 'off the table'. I couldn't quite believe the attitude I was facing... but then when put through to the supervisor and faced with her further extremely negative approach it became clear to me the EE have absolutely no regard for the customers or their opinions. I was promptly told they wouldn't discuss further and if I felt I needed I could take it up with the Ombudsman!. Absolutely no attempt what so ever on the part of EE to diffuse the situation and come to an amicable solution.... they clearly just wanted rid of me.
Therefore I am now left with a partially working router and 12 months remaining on my contract!
Disgraceful, unbelievable approach to customer satisfaction and retention… and I can only imagine the significant amount of money spent of high profile advertising of EE services is needed to keep replacing the disgruntled customers they keep losing due to their attitude and unwillingness to stand behind their products.
Started so well…. But ended so badly… roll on the end of my contract!”
“the big mistake you can make is to get home broadband and mobile internet from EE you are paying the right internet direct debit you don't have internet at home,you don't have mobile data on your phone is well even reception sometimes.I'm already tired of paying and talking with operator every day and not receiving any services”
“What a nightmare...and I wasnt even an EE customer!
I tried to buy a phone from EE via a special promotion "online and instore". I went in store to get my phone. After 2 HOURS they advised it was not possible to complete the promotion in store and was online only.
Ok- so I rang EE and they said it's fine to do on the phone and I'll get my new phone on Monday (They had plenty in stock). Nothing by Wednesday Morning. So I ring up and it's no longer in stock hence why it hadn't been delivered and it will take 3 weeks. I cancel over the phone. And end up buying the same phone with Three without any hassle.
A month later I then have a phone delivered from EE. And later that day my old orange sim card is cut off from my old phone. I have to ring up and explain. They agree. And hilariously they cannot email out to give written confirmation. They can only text.... to the number that they removed.
I send the phone back and cancel my existing contract for my old phone over the phone with them.
Next 2 months I'm still getting billed for the new phone monthly... after about 8 calls to customer service. More calls but they will not send written confirmation. No call back. No reference numbers. And different call centres every time I call.
No Bill's for next 8 months. Then I look at my bank account. They charged me for my old phone monthly even though that was cancelled. I end up only getting half my money back for that! Very annoyed at this point.
2 years later.... I then get a bill for £60. Here we go again. 10 calls and 3 months later they gave up billing me.
Worst customer service I've ever experienced. Something is wrong when the "biggest" communication company in the UK are unable to give written confirmation.
Stay away. They are bullies! A total of 3 years customer service nightmare for a phone I didnt even buy or use.”
