Shirley Yanez / 02 December 2024 / Categories: Product and Brands, Brands, High Street Brands, Electronics

EE Mobile Phone and Insurance Complaint.

Mobile telecommunications

I joined EE mobile services after having a bad complaint issue with BT over 6 years ago. I joined EE and have had no real issues until now, when they have made up for it in a massive way, with a massive blunder. I guess BT changing their brand name to EE has not resulted in any positive changes in the way the business is run.

I had my handbag with my mobile stolen last weekend, which was more stressful than I can say. I went into The Fosse Park branch of EE to report the phone issue and make a claim on my insurance for a new phone which I have paid for 5 years. To cut a long story short, the young inexperienced girl who helped me in store, made some terrible errors and cancelled my insurance and my contract by mistake, leaving me with a sim card to put in an old phone, until the insurance and contract could be reversed.

This all happened 9 days ago and I am still holding on to make complaints with every department in EE without any luck. I was informed by the manager of the consumer billing team Billy Logan last Thursday that he would take ownership of my complaint and promised to get back to me by this weekend but instead of that happening, EE charged me my monthly bill today as normal, even though I am still without any service or a phone. Thanks Billy Logan!

Today, I spent another three hours on the phone to EE and finally got to speak to Danny, a manager in the technical department who has escalated my complaint, said he will take ownership of it and promised to get back to me when all the different departments, including the insurance team have got on the same page. So in a nutshell, I still have no phone, no service, no contact, no insurance, yet EE have just charged me for all, go figure.

I have done my very best to contact Marc Allera EE CEO who just resigned on X but with no luck yet.

This business is just not operating and even though I have spoken to 4 different managers in the last nine days and 3 customer service people plus the manager in the insurance team, I am still without a phone service or insurance, so my question is simple, what are they all being paid for, including the CEO who is impenetrable.

Its just incompetent BT with a different name.

So, here is an update on my complaint two weeks after having my phone was stolen. The EE insurance Company have now processed my policy and sent me a recycled phone replacement, not a new phone, with a £70 excess charge, after paying full insurance for 5 years! Beware of this company and the small print because your insurance runs out after 5 years as the phone becomes obsolete and if you have to make a claim, you will not get a new replacement phone and still be charged what it would have cost me to buy a recycled one. Shocking and mis-selling!