Monthly Archives: May 2019

SECTION 17 Leave


Under Mental Health patients are treated like criminals (see full document of S17 leave) so are their families if they dare to challenge and you should have seen how many people turned up on the Horizon Ward of North Mid Hospital A&E to escort me off the premises like a criminal tonight because I had come to collect Elizabeth (who is viewed as a commodity rather than a person) in their eyes.  Staff on Horizon Suite flatly refused to let go on the orders of SAMUEL ASAMOAH AND A MYSTERY CONSULTANT WHO STAFF NURSE KATIE YAWE REFUSED TO DISCLOSE AND HERE THEY ALL ARE LISTED BELOW FOR YOUR INFORMATION ON DUTY TONIGHT. 

Dr Jebrell – St Anne’s

Dr Tobiansky – Barnet

Dr Cushion – Enfield

We all dispute Elizabeth has “paranoid schizophrenia” as Elizabeth has been multiply abused under care for which I can prove but there is arrogance in the profession with some Psychiatrists who flatly refuse to accept the findings of other Doctors and just stick to their own beliefs, despite the fact they are supposed to do no harm.  This is far from true.   They refuse to acknowledge they are doing “more harm than good” as they are blinded by ideology and their belief’s (just like a religion) they wrongly believe they are actually helping a patient but this is far from true.  All they are doing is suppressing the real truth and in Elizabeth’s case the real truth is she has been abused by lots of men under the care of a former scheme called MOTI VILLA situated in the Ridgeway Enfield that finally, the team (ENFIELD COMM REHAB) are having to acknowledge because Elizabeth can speak again as she is not drugged to the hilt like before so as to disguise and cover up the real truth which now so many people are witness to.

My Visit to Horizon Suite, North Mid Hospital, Edmonton N18

I had a call from Elizabeth in distress, witnessed by several friends late last night but  Elizabeth’s distress was because she was suffering from physical chronic pain and so she had called an ambulance.   She was taken to North Middx Hospital (featured in a very informative article recently by award-winning journalist Martyn Halle who I am in touch with).  So Elizabeth was there all day long and in distress because of physical pain.    She was kept alone and only given 1 sandwich in the course of the day.   I spoke briefly to a member of staff but no one bothered to call me back despite my request.
Anyway I told Elizabeth that I as Nearest Relative, Next of Kin, Mother and McKenzie Friend would be coming to collect her and take her back to her scheme and I had planned to take her out for a meal so I immediately drove to North Mid Hospital accompanied by a close family friend as witness.  I couldn’t believe what happened next.

I have to praise security staff. I myself used to have security licences for everything at one time -I tried to change my career to obtain more flexible working hours  then I applied to the Police and I have nothing but praise for Police in our case.  I cannot say that in respect of other services under  mental health..

On arrival, I  was politely shown through the locked doors of the A&E ward and directed to Horizon Suite where Elizabeth was held and on the desk were staff – the only courteous member of staff was Katie Yawe Staff,  MH Nurse but the other person on the desk seemed to be having  a joke and kept smiling, not in a nice way, so perhaps we can   feature here on Twitter this joke – perhaps Eric Ansah can tell us all what he found so very funny!  Because the latter refused initially to give me his name which every MH professional should be obliged to give I took a photo but unfortunately my photography isn’t very good and my photo didn’t come out properly.  I have seen many times before mental health staff smugly smiling in the same way this professional did and I am just curious to know what was so funny that’s all.

I came at the end of the day at Elizabeth’s request without having had anything to eat or drink but imagine what it must be like to be a patient under their care and all she had was a sandwich all day long and no solicitor’s were called.  Elizabeth, who an entire team of Huntercombe diagnosed as autistic, must have been extremely frightened by this experience.   However, I have been researching more and more the real truth about Elizabeth’s diagnosis that is because she has been in fact injured by enormous drug treatment that has exceeded BNF levels and I have the most extensive records in this respect to be able to state this.   I have no end of witnesses to state that  Elizabeth really has CBI -CHRONIC BRAIN IMPAIRMENT.    No-one will wish to admit under the NHS that they have caused harm/injury but this is fact and I can prove it.


The staff on the reception desk namely Katie Yawe Staff Nurse MH and Eric Ansah refused to divulge the name of the Consultant who stated that on no account was Elizabeth to leave Horizon Suite and she was to be transported to a MH ward when in actual fact she had called an ambulance in good faith because she is suffering from chronic pain as a result of past treatment of vast quantities of concomitantly prescribed mind altering psychiatric drugs against BNF guidelines.

When I insisted on taking Elizabeth out to get her something to eat, to transport her safely to her scheme what happened next was a disgrace in the name of “CARE”.  I’m more sure this was legal.

I was threatened that if I took Elizabeth off the ward Police would be called.  Oh my God! – I have every respect for Police but I could not believe the way they were roped into this sordid treatment of my vulnerable daughter who has been damaged by NHS care provided.

I informed I would be taking her off the ward and back to her scheme because she was quite stable, she was willing to come with myself and a close family friend.  She commented that she wanted to come away as she had been held a prisoner on Horizon Suite all day long.  I was told by Katie Yawe Staff Nurse that I could not take Elizabeth off their ward.  North Mid is a General Hospital by the way and they had done nothing to help her physical health whatsoever.

So already one security guy was present who was sticking up for them of course but acting very professionally I have to say.  Then they called the Police to have me escorted like a criminal off the ward with the threat that I was trespassing and of course would likewise face arrest.   What was astonishing was how many police were present to present a significant threat towards me that if I did not comply with their request they would physically take me off the ward.   I wish now that I could have experienced how the police would handle me in those circumstances and how this compared with the training I myself had when I decided to apply to the police and was at Hendon.   I decided not to argue but when I turned back it was heartbreaking Elizabeth was crying witnessed by my friend.

Here are the Police Officers concerned and they behaved in a professional manner:

PC Reilly  3662NA

PC Brown 2690NA

PC Carter 1653NA

PC Sandercombe 2393NA

I personally have nothing but respect for Police as I have not had a bad experience other than back in 2010 they did not investigate Elizabeth’s abuse properly.   Where was the CCTV – just because Elizabeth was a vulnerable adult who had been multiply abused under Moti Villa did not mean they should ignore matters and not bother to question anyone.   Fortunately I did as a trainee police officer questioned them all.  I want to know why Police could not find the CCTV – there was one as documented in the files.  So what happened to the CCTV camera and why was there a 14 year old drug dealer on the premises?   I am waiting to hear ENFIELD.  instead an AHMP tried to switch blame on home and family especially me, the mother who wants to see justice and honesty, openness and transparency.  I presented all the evidence to the Judge at the RcJ when I represented myself in court recently.       All I want is honesty – is that too much to ask?  Why is there so much unaccountability under MH – the reason is because people are either too ill to challenge or unable to.   Well I am happy to challenge a system rotten to the core that allows abuse that does not receive enough public attention.    In the UK we should be ashamed at the abuse of the most vulnerable people in society and I think this should be exposed thoroughly.   I as a mother wish to see change and there will not be such change unless people are challenging such a rotten system.  It is also shameful how the power goes to professional’s heads so they think it is funny and smile sarcastically.

I can see how people incarcerated on wards where brutal treatment is carried out and most importantly forcible drugged can turn aggressive.  When such prescribed drugs are dished out like sweets providing profit and disablement to vulnerable people like my daughter they are done so without due regard to consequences and without due regard to BNF guidelines it is no wonder people like my daughter become victims of the pharmaceutical industry and discarded by society like RUBBISH.

People only want to see what they want to see but the one thing I learned on the Police training course was never to judge a book by its cover.  I look at the all round picture and have spent hours researching my daughter’s true condition which is Chronic Brain Impairment.  In the Uk Parliament has allowed the drugs companies to draft medical laws – no wonder why there is so much injustice in the UK.

X v Finland ECHR 2012 – a very interesting case.  

In 2012 Elizabeth was at Royal Bethlem Hospital whose one goal was to introduce Clozapine with contra indicated Metformine, Bisoprolol, Senna and you name it – one drug to counteract another before discarding Elizabeth to Cambian Wales where the current local team of ENFIELD COMMUNITY REHAB sought to displace me as the NEAREST RELATIVE.

I won the Court of Protection Case in 2014 to keep my daughter Elizabeth at home in accordance with her wishes  and Enfield were slated in court.  It soon became evident that Elizabeth was suffering from  Chronic Pain and Chronic Brain Impairment.

Taking her off the Clozapine myself revealed the whole truth and everything that happened to her going way back to school days was revealed that had been suppressed for so many years by these useless drugs that caused tachycardia at the Bethlem.  This makes nonsense of all fictitious labels given when this is only for social control that’s all and making huge sums of money out of misery.

My daughter Elizabeth has been suffering as a result of two enforced brutally inflicted injections of Lorazepam on Suffolk Ward.   Elizabeth told me she had made complaints about this and so have I.

After the visit on Horizon Ward Nrth Midd Hosp by so many Police there to arrest me if I did oblige and depart peacefully off this ward I had challenged as to whether it was in fact  LEGAL what they are doing.  However KATIE YAWE and ERIC ANSAH refused to divulge the name of which Consultant demanded Elizabeth must be detained Under S3 thereby revoking S17 leave when no paperwork was signed – no solicitors contacted for Elizabeth –  IS THIS LEGAL?  WHAT IS THIS TREATMENT IN THE NAME OF CARE.   SHAME ON THE UK.

I have no idea where Elizabeth is right now.   I have no idea if she has been offered anything else to eat -just 1 sandwich is all you get and treated like a prisoner under NORTH MID HOSPITAL A&E HORIZON SUITE. I have no idea whether she has been allocated a ward but no one will tell you as you are treated like dirt as a mother/relative also.

Staff Nurse Katie Yawe read some of what Elizabeth was alleged to have said that has been recorded in yet more inaccurate file notes,  which did not tie in with what myself and friends have heard today so I would conclude fictitious and I would appreciate a response to my FOI request to the most shocking comments in the care plan written by JANE HOBDEN.  Who on earth is JANE HOBDEN – if anyone knows of her at St Anne’s where the others are based please do inform what she means about abuse to a child when this a PACK OF ABSOLUTE RUBBISH AND LIES but I suppose they have to do this in order to keep someone as a CUSTOMER and continue with their abuse of ignoring the physical health problems and mask over them by the prescribing of mind altering psychiatric drugs which do not work and which have caused more harm than good and Elizabeth cannot metabolise them and has suffered injury as a result of rotten treatment which is negligent on their part when in fact the NHS on two wards (‘Trent and Suffolk) allowed Elizabeth to come off the 2.5mg aripiprazole in one go.








Right now Elizabeth is in A&E  accompanying her friend who is unwell.  Not many people see the caring side of Elizabeth because of communication difficulty.   This is due to CBI, the result of extensive drugging over many years and chronic pain which is dismissed by Doctors under the mental health system who do not wish to admit the truth.

Tomorrow afternoon Elizabeth advised that she has been requested to attend a meeting at Chase Farm Hospital by Dr Helen Moorey.  Such meetings always seem to be sprung at short notice and this is too short notice to abide by the Trust’s Code of Conduct so I have had to write to remind the Trust that not long ago both Council and Trust had to apologise to me because they were in breach of their own Code of Conduct.

I thought it best to advise the solicitors also.

t would be much easier in terms of communication if all correspondence could be  by email -this is where communication is lacking and I had to write to Dr Moorey this evening copying in the team.   I know that this meeting is for the purpose of putting Elizabeth back on a CTO (Community Treatment Order) which we disagree with.

Why I am opposed to CTOs:

  • They are expensive to operate and funding goes to the community team who fail to provide any care for instance “NO TO SECTION 117”
  • CTOs are not only expensive but a complete waste of public money.  They are used to threaten and bully a vulnerable person.
  • Pack of lies are written against S126 MHA perversion of the course of justice so as to retain on CTO indefinitely.   For example wrong Nearest Relative was put on the CTO papers but luckily I spotted this and I then had to amend the entire report before presenting this to the MHA Office at Chase Farm Hospital where I was threatened with arrest if I did not go downstairs.     I had taken the time and trouble to correct the many errors in the report and suspected all along I was the NR who was not allowed in the Tribunal so I took a photo of the sign on the door and I could not believe the reaction – next thing I am escorted downstairs like a criminal and it is referred in the report about “my behaviour”  –  I like the way that it is never anyone else’s bad behaviour other than someone who has dared to correct and alter a report that contained an AMHP as NR falsely.
  • I am against CTOs – Tribunal is expensive and can go on for hours and even days like at Cambian.    Present are professionals who would be better off attending to their duties than wasting a day in some cases at a Tribunal when either patient/their solicitor or Nearest Relative challenges the CTO.  Present is a Judge, a lay person and the psychiatrist, an independent psychiatrist, community psychiatrist and care coordinator and representative from hospital. Sometimes two sets of solicitors are present representing both patient and nearest relative.  They must cost thousands and solicitors reap the benefit.   I believe that CTOs should be banned.
  • CTOs are used to bully and threaten vulnerable people – the CTO reports are full of threats of recall and they try to make the person out to be really bad yet a CTO does not provide better care in the community – far from it. A CTO provide nothing.  It is all about abusive control ie “if you do not see the Dr you will be recalled.  If you do not take your medication you will be recalled.  You have to live at your designated premises and do as you are dictated.   This describes what a CTO is about – control!

Elizabeth recently went missing from her scheme about 4 days before I was told whilst on CTO.  Elizabeth was recalled to hospital and right now she is on S17 leave.

SECTION 17 Leave

It is a like treating someone as a criminal.

Elizabeth was discharged back to her temporary scheme but there is one good piece of news.  It looks as though Elizabeth has done well with her bidding for the one bedroom flat.   I have no idea on what is the next procedure if a bid is won.

So tonight I as NR/Next of Kin have written to Dr Helen Moorey.  I asked for the discharge meeting to be postponed.  Solicitors should be invited and so should I as the Nearest Relative, Next of Kin and McKenzie Friend.   It is surely in breach of the Trusts Code of Conduct if this meeting went ahead without any kind of advocate present and luckily I found out all about this.

So I understand the team want to put Elizabeth on a CTO  but I do not agree, neither does Elizabeth, as absolutely no care has been provided in the community, so why waste public money on extra funding when nothing is provided of benefit.  The only thing they do is push mind altering drugs instead of offer therapy.

Because Elizabeth is suffering from chronic pain and in particular, pain to her big toe which I am aware is nerve damage and many other side effects, some of which could be relating to the forced injections given whilst on Chase Farm’s Suffolk Ward not to mention the symptoms of chronic pain such as joint pains which are being completely ignored.  I would conclude that Elizabeth’s condition is physical unfortunately physical health conditions are ignored under the mental health and that is why I would like Elizabeth transferred to a team where they do not over look things “lets rule out anything organic”.   Well how can you achieve an accurate diagnosis unless you thoroughly look into underlying causes which could be of a physical nature.

Elizabeth’s physical health has been neglected since being in temporary accommodation some distance from home and her GP but it looks like Elizabeth may be moving hopefully.

I will be so happy if Elizabeth gets this flat back in the local area of which she is familiar and closer by.

In case my email and letter does not reach everyone (especially Dr Moorey) as I do not have Dr Moorey’s email address – THE MEETING TOMORROW AFTERNOON IS CANCELLED.  The meeting will need to be re-arranged to a time when solicitors and the Nearest Relative and McKenzie friends can attend in accordance with the Trust’s Code of Conduct.

And please –  no more coercion in tricking Elizabeth into signing renewal papers for the CTO.   Such papers will need to be sent to the solicitors and McKenzie Friends for their records.

So, when can this meeting be re-arranged and can everyone be copied in via email? and can it be live streamed also.

The best outcome is to discharge Elizabeth from CTO and from Chase Farm Hospital as Elizabeth will hopefully be moving soon and the ward does not offer the right care either –  Elizabeth should not be with a mental health team as she has CBI and not paranoid schizophrenia.





I took a day’s holiday to attend Park Avenue Resource Centre, Enfield, on Thursday with Elizabeth and new friend.  Things have been dragging on for so long now as regards a move and Elizabeth is still stuck in temporary accommodation she has been in since December.  There seems to be no support in this area for people who are autistic I’m sad to say.

I highlighted that I took Elizabeth away from a scheme called Reservoir House where there was 5 fumigations and still a problem of bed bugs and Elizabeth was accused of bringing these bed bugs into the scheme by someone on the panel at the Manager’s Hearing.   I’m glad to say Elizabeth spoke up for herself and said no way did she bring these in but someone else – a former resident had admitted that she did.

Anyway I tried once again to have Elizabeth home.   We had no support once again and we are a working family.  At first things were OK but then Elizabeth, who was on a CTO started to show signs of distress and needed counselling.    She was turning to churches, she was phoning helplines.  She was disturbing my sleep wanting to talk in the early hours of the morning as she desperately needed counselling and Elizabeth would get angry if you misunderstood her.   I remember back when she was at Reservoir House coming up to Xmas Elizabeth was stressed out and this was displayed in her behaviour.   Same at home, Xmas 2018, as at Xmas Elizabeth was going to stay with other family members. Anything new/changes can affect her.  Just before Xmas, something happened at home that resulted in Elizabeth being given a temporary scheme in the community which is some distance away from the family home.  Elizabeth struggled to settle in at first and then seemed to get used to it there and find her way around.  She was meant to go and engage with her psychiatrist and team as she was on a CTO but Elizabeth did not wish to stick to appointments and visit the Park Avenue Centre but on one occasion she did attend and was short listed for a one bed flat in a block housing chronically ill and when I looked it up there was a picture of elderly people walking around with zimmer frames.  It was also a place where there was community alarm.   She did not get the property in the end and I did not think this was suitable in any case.  Whilst at the Park Avenue Resource Centre Elizabeth made a new friend who is also vulnerable and in need of support and care in the community but Elizabeth helped her on a few occasions but at the same time Elizabeth’s way of communicating and understanding situations is different to everyone else’s and this needs some guidance.   Basically,  Elizabeth is currently in an attic at the top of the house, there is no proper kitchen, lounge/TV room the current environment is not good for Elizabeth to remain so I took time off work to learn the bidding process and to see what was on offer but sadly nothing suitable on this occasion as a high rise block is not suitable for Elizabeth.

Once again Elizabeth has been discharged from Chase Farm Hospital without anything up and running in the community to support her and it would seem that the team she is currently under is not the right team as they are not offering the specialist help that she needs.   If Elizabeth is to remain in the community which I hope she will, Elizabeth will need to access therapy and I had written in desperation copying lots of people as I do not think that Enfield is providing the specialist support in the community for Elizabeth.  I wrote to Jinger Kandola (CEO) and Cllr Nesil Kaliskan along with other councillors and I copied in Enfield Community Rehab Team and Bindi Nagra Director of Soc. Services even Simon Wesselley and the Health and Social Care Commission.   That’s how desperate I am to try and get the right support for Elizabeth which includes a speech and language therapist.  There is no way that Elizabeth should remain within mental health services.   She needs something more specialised and there is no way she should be put back on Section or CTO which was being used to threaten and bully her into engaging with the team.   In Australia there were no such threats and Elizabeth could just do things at her own pace.

There needs to be proper communication and liaison between social services teams of both friends.  I am in despair as Police took Elizabeth home after a situation this evening where there was misunderstanding/anxiety which both suffer, which is why it is important a speech and language therapist and possibly psychotherapist  Elizabeth has a report stating she has complex PTSD  PTSD is injury and can be reactionary so this is why it is crucial for Elizabeth to have the right kind of care, after all she suffered terrible abuse under a local scheme

Enfield is an area that have money to burn when it comes to court /legal action I am wondering what can be done to help Elizabeth.   She gets angry if no one understands her and needs talking therapy.

I feel that no one is listening.  There is no acknowledgement to my emails and I now feel I wish to publicise this in order to try and obtain what is needed and I can only hope that this can be put in place.

It is negligent to discharge Elizabeth into the community with nothing in place and also negligent to ignore the fact that if Elizabeth is to remain in the community which is better than any hospital then she needs therapy – therapy should take priority before any drugs.  She was after all abused so badly under care provided by Enfield Council that they should thorough ensure everything that is on offer should be provided so as to tackle underlying trauma that is reactionary to certain situations and needs addressing urgently.



My most recent email to Marc Allera CEO of EE copying in the employees including Arib Ahmed of Oxford Circus highlighted the fact I had not as yet received the deadlock letter I was promised on 3rd May.   My email also highlights that there is no way I would have requested a tablet and that I did not receive either the tablet or iPhone X the above state was delivered to my home address on 26 February 2018.   In my email I stated that I had requested to see the delivery note several times with signature but no record of this had been kept with EE and they reckon the courier firm also would not have kept a record.

The alleged delivery date of 26 February 2018 would have been mid-week and I would not have been at home to sign for this.  I knew nothing about tablet or IPhone X and always go to a branch to do business.   All this time up until 3rd April 2019 (when I visited Oxford Circus branch attracted by the offer of an iPhone 8 for renewing the contract early for my daughter) I have been using an old iPhone 5S.   I was misled at Oxford Circus Branch as I made a point of asking if there was a tablet on my contract that pushed up the price astronomically.  I was told no by them but it was Enfield Branch that told me otherwise and I was therefore thinking that the huge bill was as a result of Elizabeth who had very little data on her phone contract.

I reiterated the fact that the last phone I had that was new was a Samsung Galaxy A3 which I gave to my daughter.

I have asked for all paperwork especially with regard to this contract as even if I had taken out a contract verbally there should be paperwork on this with my signature on. I most certainly have not spoken to customer services based in Dundee like alleged.

On the advice of my bank I tried to cancel my most recent contract and return the iPhone 8 but this was refused.  The direct debit is now cancelled on their advice whilst their Fraud Dept investigate.   I have given EE consent to deal with my Bank and to deal with Police.

If I end my contract officially Ive been told I will have to pay £529.34 for my contract and £880.90 for my daughter’s.

I have since purchased two Vodafone chips for myself daughter and Elizabeth is no longer using the EE chip.   I have had to set up a new phone and transfer all my contacts over without using the PAC code to my Vodafone chip.  The contract duration for this is just 12 months.   I get 100GB of data   Certainly a better deal than with EE.

DEADLOCK LETTER ARRIVED 18th MAY 2019 dated 3rd May 2019.

This letter is from Josie Edmead – Exec Cust Resolution Team.  The address on the letterhead is Sunderland Type and Wear.

She lists lots of dates when I first contacted customer care stating there was a tablet on my account I had no knowledge of and that perhaps this was fraud as I did not request a tablet.  EE sent the information to their Fraud team and on 25 April their investigation came to an end, the Fraud Team deemed this as non-fraudulent by stating the Ipad was accepted on the same date as delivery of an iPhone X which I also knew nothing about for my mobile phone network and that they were delivered to my home address.   These would have been delivered whilst I was out work on the date that EE state so no I did not receive the iPad or iPhone X and no one in the household signed for it either.  I knew nothing about its delivery and most certainly would not have requested an iPad as I once had an EE tablet which I did not even use.  So I maintain that as I have not received these devices or requested them there could be a possibility of fraudulent activity.   EE’s response was to deny this and accuse me of receiving these devices and ordering them.  I don’t know what on earth Josie Edmead means when she says “You were advised via email on 27 April 2019 this was not fraudulent activity on the account as it was delivered to your home address on the same day as an iPhone X which had not been disputed”  What on earth is Josie Edmead talking about “which had not been disputed” .  Only an iPad was mentioned in the first place and suddenly I am told about the iPhone X that I would have received both at the same time.   So in order words I am being accused of theft of two expensive devices I have not received which would account for my bill being around £130 which I thought was extremely high for two phone contracts.  I should have queried it sooner rather than trusting EE and thinking that my daughter was running up an enormous bill on her phone which had very little data on it.   Then EE tried to bribe me with the following:

“You were offered an immediate disconnection for the table and 2 months line rental back amounting to £90 inc VAT.”     

I have refused the above offer as I have been overcharged for a service for quite some months I have not received which would amount to far more than their paltry bribery offer.

Josie Edmead then goes on to say I contacted the customer care team on 27th April 2019 to dispute the response I received and expressing my concern and disappointment /data usage and tablet on my account.   She goes on to say that the customer care advisor stated they could not contact Police on my behalf regarding this and I have therefore logged the matter with police.  Josie Edmead then goes on to say that an Executive Advisor responded to my email received on 24 April reiterating the findings from the fraud team that on 26 Feb 2018 I upgraded my service and on 1st May 2019 another executive advisor agreed with the findings.  In other words the Executive Advisors all accuse me of upgrading my service and receiving an iPhone X and iPad when I was at work.   In other words thief and liar springs to mind but whilst they are accusing me of this they are not saying this in so many words.   They are all desperately sticking together because they cannot provide any paperwork to prove I or anyone else at my address signed for these devices.  However by giving an offer of a paltry £90 and free disconnection for a full and final settlement looks very suspicious.  Why offer anything whatsoever for a settlement when there is a dispute of someone being accused of stealing because that is what is amounts to when you are called a liar.  I have not accepted their offer of £90 as my bills have been very high all along and I believe I should be compensated as I can honestly say that I’ve been using an old iPhone 5S up until recently and I most certainly would not have gone back to EE to take out another contract if they had honestly told me that there was a tablet.  No way did I request such a tablet and when I have requested paperwork to back this upgrade they seem unable to provide it.

So the letter states “This is our final position on the matter.  If you feel the matter is not resolved we will have reached a position of deadlock.  This means you may now refer your complaint to Ombudsman Services free of charge.   Ombudsman Service is there to help resolve disputes between EE and our customers.  The service is completely independent.”   They are based in Warrington and I have already written to them prior to the deadlock letter being received as I was promised this by EE quite some time ago and have only just received it.    “It is important to note there are some exceptions to the scheme which means that some complaints may not be eligible for independent arbitration and in order for your complaint to be considered you must make contact with Ombudsman Services within 12 months of the date of this letter”       which is what I’ve done.

Your sincerely

Josie Edmead  (Executive Customer Resolution Team)

Registered Office based in Hatfield and the address is in Tyne and Wear

So I’ll be sending this letter on to the Ombudsman Services and will keep you informed but I want everyone to know that I have been a customer of EE since 2013.  Today I have asked for absolutely everything they have under GDPR rules.  I want voice mail messages, emails and text messages and signed contracts and delivery notes but on every occasion I have called at the branches to collect the devices.

We once tried to change all the services ie Broadband, TV, home phone to EE but they could not the service up and running and this was all cancelled.

I would say I am extremely disappointed at the way EE has dealt with me after all these years.   I had no intention of going elsewhere and wanted to remain loyal but now I could not recommend this company to anyone when they treat you like dirt, gang up backing one another accusing you of receiving something you did not and arguing about this.  I will never forget receiving a call on my way to work on a crowded train with EE arguing with me that I had received the devices whereas I can swear on the Bible and on my life that neither the iPad or iPhone X was received.


My daughter Elizabeth is now on her second week at Suffolk Ward, Chase Farm Hospital, Enfield.  She had been doing OK in the community, despite the most dreadful conditions at one scheme after another she was left to cope with without any psychological help.

Elizabeth has psychological problems going way back as she was in the first instance abused (not family related).  The answer is clearly not drugs as they  do not work for someone that has PTSD.  The problems began when Elizabeth was prescribed Prozac by her GP and that was the first time we ever saw aggression.    Elizabeth would throw things in frustration and when she was withdrawing from the Prozac 30mg a day she took herself off in one go and we had glasses, plants, crockery being thrown around at home so I took Elizabeth to Barnet Hospital as  she was withdrawing from this awful drug and what I hoped was that counselling, and something to help calm her down could be given as she was  beyond the stage of reason and I was hoping to bring her home but she had flared up in public and police took her away and she ended up on the ward at Edgware.  Whilst I worked part time then,  Elizabeth was not in a fit state to work and was alone at home all day and seemed unhappy.  She had been on a waiting list for activities at Day Hospital, Chase Farm Hospital Enfield.

This was the start of worse to come – even way back then what was on offer under Enfield was virtually nothing.    When eventually Elizabeth got a place at the Day Hospital I noticed that activities were cut when staff off sick and mostly saw outpatients sitting around socialising amongst themselves with nothing to do.

One day another person came to socialise amongst the day patients.  Elizabeth it would appear had a new “boyfriend”.  This boyfriend was much older than Elizabeth who by this time was given a label of Schizophrenia and was on the second Antipsychotic Aripiprazole which again had no effect – in fact I noticed this awful drug seemed to make her worse.   She had difficulty swallowing.  Every meal she was ill and I thought this drug was making her suffer from an eating disorder.   I was told this drug Aripiprazole was better than others because the last one, Risperidone left Elizabeth with an allergic rash so the next was produced.  I was most concerned with the way this Aripiprazole was affecting Elizabeth and I thought she had Bulimia like never before.

Anyway, Elizabeth was seen by a member of the PALs team leaving the Day Centre Chase Farm Hospital with this new boyfriend but no one stopped her.  Elizabeth was voluntary and she was at the time living at home.  That led to Elizabeth going missing and being voluntary who cares.     The response was that because she was voluntary and an adult she had a right to come and go as she liked.   Sometimes I would sit amongst the patients in the foyer –  I would listen and join in with their conversations.  I complained that groups were cut and that there was nothing much for them to do.  I was sorry to hear that so little was on offer in my local area.    Anyway when Elizabeth went missing I received call after call throughout the night demanding money of about £100 for her safe return.  So against Police advice I decided to go along with this ransom money.  Elizabeth was not in good company – she was with a patient from one of the wards who was described as “one of the worst”.  He had promised Elizabeth a day out at the coast.  I offered to meet him to give him the money for the safe return of my daughter as no one seemed to be doing anything to find her and I was up all night taking calls from this patient.  Then suddenly the calls ceased and that was the most worrying time of all because I waiting to hear where I could meet him.  The next day I went into work –  I just didn’t know where to start looking for Elizabeth and neither did the Police.  We thought she was by the coast somewhere.   She was found wandering the grounds of Chase Farm Hospital the next day with ripped trousers in a daze and I got a call whilst at work right at the end of the day so I went straight to the hospital.  I was told by a member of staff that when found she looked OK “no harm done” –  I thought that was a strange comment and based on assumption.  How can anyone comment in this way – how would they possibly know?    Elizabeth did not speak. She was sleeping and I stayed with her all night whilst we waited for the forensic doctor to arrive. The other patient described as a predative male was on a criminal charge – described as one of the worst, but now had been returned to the ward.   To this day Elizabeth has not spoken about what happened but I felt the hospital was negligent as she was seen leaving with a patient who apparently should have been escorted everywhere.  Elizabeth was promised a nice day out at the coast but instead ended up in  a dingy hotel and I don’t want to think about the rest – she was dreadfully abused and none of this would have happened if there was proper supervision and activities provided.  Because of this I did not like her going to the Day Hospital any more but the problem was there was nothing to do in the community either – no support and when you work, you are not there during the day to supervise or help.   Elizabeth was around 19 but needed support to go out and do things.  There was nothing in my local area of Enfield.   I would try and encourage her to go out,  to look for a voluntary job etc, to join other groups in the community not mental health related because I felt her to be vulnerable to predatory men as Elizabeth was slim and attractive looking and it was a constant worry.  I was called over-protective but all the time I was concerned due to what happened at the day hospital and that something similar could occur.   My concerns were later recognised as far from unfounded.

So when I listened to other patients’ stories about being on the wards I was horrified and thought I am glad Elizabeth is not on the wards but I noticed the prescription level of these drugs being increased and I had also seen the effects of withdrawal twice at home which I could not cope with – this was not a psychotic incident due to illness – this was full drug withdrawal and the effects of drug withdrawal from extremely powerful medication and try doing that at home.  Things were broken and there was risk of injury – her withdrawal from Aripiprazole was even worse than that from Prozac.  She withdrew from 10mg of Aripiprazole.

With increased decline in behaviour due to steep drug withdrawal and violence aggression, resulting in things being thrown around at home/broken especially if this behaviour continues in the community this can lead to arrest and incarceration.  All I wanted for Elizabeth was counselling, not drugs and because she had such bad reaction to the drugs I was supportive in her not being on them but I was blamed as the instigator encouraging Elizabeth to stop taking the drugs. It was Elizabeth who wanted to come off the drugs yet this could have been done if there had been proper facilities and supervision but there is nowhere in the UK that provides this kind of facility.   The more I heard about the terrible pain and side effects she was suffering from this medication the more I felt this treatment was wrong.

So the first scheme in the community was Moti Villa.  This is based in the local area of Enfield in a very nice area – The Ridgeway.   I was glad for Elizabeth to be discharged from Somerset Villa Chase Farm Hospital where there had been yet another serious incident on the ward I got to hear about.

I thought the studio flat was nice, I thought the care support worker was nice too.  I was pleased the house, shared by others was in a nice area and I liked one of the residents too.    The team behind Elizabeth at the time was Enfield Community Rehab.  Everything started well but then things went from bad to worse.   The  nice support worker left  and things were not the same afterwards.  I didn’t want her to go to a MH scheme as it had been noted previously that Elizabeth had Aspergers when she took herself off Prozac and ended up at Edgware Hospital.  So staff slept through the night at Moti Villa and no one was supervising who came in and out of the building.   Elizabeth was also on huge levels of drugs which affected her ability to clean and look after the flat and most certainly would have affected her capacity to stop what happened there.  When I used to visit I would wash up, tidy up etc.    We used to have Elizabeth round at the weekend but her behaviour on nearly 800mg Quetiapine was volatile and she once nearly kicked a door off the hinge so we felt there was no other solution at the time as I had others to consider at home.   Little did I know that Elizabeth had been so badly abused at this scheme because she couldn’t speak about it being on such a huge level of drugs.     I tried to find myself a job where I could work at night and be with Elizabeth during the day.   I tried to get into security work did courses and past exams but then I thought about the Police.   At the time Elizabeth was at Moti Villa I was on the Police training course at Hendon and one evening I came to visit only to see that Elizabeth was being questioned by the Sapphire and Drugs Squad.   All her possessions had gone missing but I was told  Elizabeth had invited strangers she had met on a bus to her flat and lent the possessions out which she did not get back.    None of this is true and Elizabeth being so drugged up at the time could not talk about what happened effectively.  Now we know everything.   According to files Police could not find the CCTV –  I think that no one could be bothered as what kind of witness would Elizabeth have made in a court and whilst safeguarding took place I honestly think that the main concern was towards the 14 year old drug pusher who was on the premises as Elizabeth who was only 20, like a child herself was not recognised as anything other than an adult said to have had full capacity.    Its funny how they say someone has capacity when it suits them.   Here was a major incident that happened on premises in a very nice area of Enfield and I quite rightly was far from happy and was becoming more and more outspoken.  What led to me being banned from Moti Villa was the fact that Elizabeth told me about an email she had written and wanted a copy of it.  I went up to the office and insisted that Elizabeth was given a copy. The email requested a reduction and to come off medication which they did not want me to see.  I was described as being rude and aggressive by insisting she had a copy.  When I called to visit Elizabeth one evening at Moti Villa I had not received the letter stating I was banned from visiting and came into the building with a friend to visit Elizabeth who had contacted me and asked me to come.  Elizabeth was volatile and unstable because she was upset that she could not have visitors at “her home”.   Police were called by staff and I was told politely to leave the premises which I did but Elizabeth flared up and threw a glass bowl in the hallway.  After that I had to visit Elizabeth sitting in my car outside and she would come out  in her dressing gown to see me.  It was only in 2016 we all got to hear the dreadful story of what happened in depth at Moti Villa going back to 2010.   This was explain 100% the behaviour of my daughter Elizabeth and the frequent admissions to the ward.    Social worker AMHP DM who was later to be the nominated NR in yet another attempt to get rid of me was assigned to answer the PHSO’s investigation and one of the things she had put was that the frequent admissions were as a result of the mother interfering –  there was no mention of the bad things that had happened to my daughter at the scheme and no admission that things had gone dreadfully wrong at this scheme and I started to pressurise for Elizabeth to be moved into a little flat in a road virtually opposite where I lived, so she could live independently but be closer to the family home.  I used to take the residents to a running club, liked the staff, was impressed that these people were being integrated into society unlike MH and I wanted Elizabeth to be with this other team but that was ruled out when she was given an assessment  which pointed at mental health not learning/developmental/Aspergers.  Since then there have been about 4 or 5 disputes with diagnosis that dispute schizophrenia the most recent being Huntercombe who took Elizabeth to one side and said “you have high spectrum aspergers”.   It is insulting to read that the current mental health team say low intelligence and personality disorder and paranoid schizophrenia.   It is totally wrong and what has let Elizabeth down is the fact that this team have not provided the right kind of support in the community needed.   They have instead centred on spending vast sums of public money in taking me to court time and time again to get rid of me as the Nearest Relative – the most recent was to displace me with the Local Authority’s own Nearest Relative DM.  When I saw who this was going back to Moti Villa I decided to represent myself in court which I did.   Temporarily I was displaced because I was given the wrong court details and ended up missing the proceedings which took place in another court within Royal Courts of Justice.  I was given virtually no time to get up there either.    Previously, I was taken to Court of Protection to force return Elizabeth to a care home Phoenix House Stepping Stones rated good by the CQC in Northampton – transferred from Cambian Wales.     I was suspicious as I could not get through on the phone to talk to Elizabeth at this dreadful place then they refused to let me have the Clozapine when I offered to go and pick it up.   We then had to endure bullying by community social services –  ENFIELD COMMUNITY REHAB.  Elizabeth was not on a CTO and wanted to stay at home and even if she was on a CTO I would not have returned her as she had no food at the weekend at Phoenix House care home.  The fact was Elizabeth was upset at pressure being put on her to choose between Mum and Dad.  Elizabeth chose to stay at home but no one wanted to help me get the chemical Clozapine.  My story “Get Her Back We Are Paying for that” relates.   Court of Protection slated Enfield Council and I was allowed to keep Elizabeth and during those two years without any support other than through friends and family Elizabeth began to reveal more and more especially when I reduced the Clozapine due to the fact that Elizabeth was complaining of loss of control of her tongue (Neurolepotic Malignant Syndrome) and again had difficulty in swallowing.  I saw at first hand the effects of this awful drug and had to make special arrangements for someone to pick up the blood packs and sit with Elizabeth for hours in waiting rooms for the blood test.    Elizabeth was on next to nothing of this chemical down from 350mg and the zapping in her head had stopped because I had changed her diet with the help of someone who went out of his way and had extensive knowledge on nutrition.  I remembered what the private orthomolecular psychiatrist I appointed said at Moti Villa “this is the wrong environment to come off the drugs”  –  how very right he was but home was the correct environment but it was not easy and I managed to juggle the reductions with my job.  Everything was going was well until Elizabeth developed a bad cough and then I sought private help.   I had spotted a farm house in Kent that offered support in terms of rehab so although it was about £10000 per week I thought that this would get Elizabeth through the worse of the withdrawal for a few weeks with proper counselling and support that I could not offer myself at home but unfortunately, waiting around for ages to be assessed for this private facility led to Elizabeth flaring up and to my horror we were then in the back of an ambulance heading for an NHS hospital which is not what I had planned.  This also led to Elizabeth being admitted to a Cygnet Hospital – one of the worst I had ever seen –  The cygnet hospital would have been ideal with Elizabeth to withdraw from the drugs but in these institutions it is all about drugging to the hilt.  I managed to get her out of there but they had doubled the drug Aripiprazole and she was unstable when she came out.     There was no one to turn to in the community as like I say the top priority of ENFIELD COMMUNITY REHAB has been the displacement of me as the Nearest Relative at a cost of thousands of pounds of public money.


What has let Elizabeth down most of all has been lack of care and support in the community and a team who cut you out as a mother because they do not like you.

Before the recent admission to hospital Elizabeth was able to venture out and use a bank card, cook, clean and she was starting to go even further afield, even come up to see me after work one evening on her own.  She was back living at home and had been assessed for a council place because she is now 32 and it was not easy having  Elizabeth at home.   She was crying out for counselling and therapy but the hospital clinical psychologist Dr M said no to this and how very wrong she was.   Elizabeth resorted to trying to find her own counselling and visiting churches, phoning my friends and Samaritans etc.  Suddenly a wonderful opportunity had come up.  A friend of mine – a former qualified mental health nurse was keen to live in the local area to be near to her son and whilst Elizabeth had been assessed for a one bedroom flat I asked if it was possible for a two bedroom flat to be provided so that Elizabeth could live with this friend.  Every night I came home from work to see Elizabeth happy and there was laughter in the house.   There is only me in the family who is being supportive no matter what yet social services Enfield constantly sought to displace me with the next person deemed to be closest relative.   Unfortunately, this person has not been supportive and did not want to help when it came to the wonderful private care I provided in Australia or anything else come to that.  When someone behaves in a way that is negative and reacts in a way that is not right for society, I personally believe you should not turn your back as a family but this is how people can end up on the street because there is also nothing provided in the community as vast sums of money are spent in the wrong direction and I believe if only there was open dialogue in Enfield, inclusion and listening instead of dictating then this is the only solution to improve matters in this Borough.     Leading up to Xmas Elizabeth went downhill to the point that  temporary accommodation was provided.  On New Years Day I tried to bring the family together again with a view to having Elizabeth back home but she behaved in such a way that it was her wishing to go back to the scheme.   She refused to sit round the table to discuss things etc.  It was heartbreaking as I made a lot of effort to try and get things right but part of the reason was that nothing was progressing with the housing situation for Elizabeth with no help being provided by ENFIELD COMMUNITY REHAB at the time.  There was also a mix up with the pin number and then I tried to go for what I thought would be a great solution when someone I knew, a former MH nurse wanted to move in with Elizabeth.   This was immediately brushed aside by ENFIELD COMMUNITY REHAB.  So I started to complain and copy in loads of people including the leader of the council to try and get things moving with the housing.   To date, we still have a wardrobe, chest of drawers and most of Elizabeth’s possessions at home.  At the scheme in Wood Green are yet more possessions so just like in Reservoir House where there were bed bugs possessions all over the place.  Nothing moving, no help to get a permanent place of her own.  For someone with autism it is not very nice to have possessions all over the place and it is like my father with Alzheimers –  familiarity is important not changes and having things in good order but how can this be when Elizabeth was distressed at not being able to find her possessions etc that are all over the place.    Living at home, Elizabeth would get upset it anyone moved her possessions and she could not find things.  She was also in need of counselling and I tried to listen to her – sometimes she would come and ask to speak to me throughout the night too and would get up the next day for work feeling awful.    We have had no support in the local area of ENFIELD for many years and as a mother I have tried to look at all solutions and have spent a lot of money only to prove that with the right care – therapy someone can get well.

The only place Elizabeth has been short listed for was a one bedroom flat in a block housing dementia suffers and those with chronic illness.

There has been no other bidding or any help or support in my local area to get her housed quickly.    Now she is back on Chase Farm Suffolk Ward still under the same team as ENFIELD COMMUNITY REHAB.


Suffolk is an acute locked ward but in no way compares with some of the shocking private prisons such as Cygnet and Huntercombe which were dreadful places to be and a patient could only  have a tray of possessions.   At least Elizabeth can have her phone.  She was allowed out on her own at first but that has stopped because Elizabeth has not only tried to run away from her scheme in the community where she had a tiny room at the top of a house – no proper kitchen facility and no lounge facility.   Elizabeth had found a new friend.    She is 32 and who can blame Elizabeth for wanting to go out and enjoy herself and not be ordered under CTO to have to see a team who should have by now got her moved into accommodation.    The temporary scheme must be costing about £450 per week and is now empty apart from her possessions which I hope will not be thrown out.    Elizabeth had been missing for about 4 days from the scheme before I was notified. I knew she was not alone and with a friend and I was not too concerned apart from the fact she should have been bidding for properties.    Elizabeth had gone to the coast for a holiday with her new friend but just prior to this, I could see Elizabeth was throwing things out of frustration and was not happy –  with nothing to do – no activities or support she was going downhill.  When I asked where her personal budget was going I was told this was being spent on the temporary accommodation that give in-house support but what Elizabeth needed was support in the community and not only that, to be with others who could understand her and communicate with her.   She is under a mental health team who do not possess the skills of say Baroness Hollins in terms of communication.  In other words Elizabeth felt that no one understood her or were listening to her and wanted to get away and mentioned that she wanted a new team that understood Aspergers.  Elizabeth came back briefly and went away again with this friend but this time stayed with a relative and that did not work out.


Elizabeth has developed a deep hatred towards men.   It has been men who have abused her which has brought her under MH care in the first place, combined with prescribed drugs which have done nothing for her.   Sadly, all that was needed and not provided was counselling but of the right kind and this was not given on discharge or even recommended by Suffolk Ward’s clinical psychologist Dr M.


Elizabeth has recently resorted to throwing things around in frustration and this has led to her admission to Suffolk Ward especially since she is not at home now.

The care on offer on Suffolk Ward is mainly drugs and if drugs are refused, injections.  If anyone acts up on the ward they are injected or put into the seclusion room sometimes the seclusion room is used all day and all night for one patient.

Because Elizabeth tried to run away she is not allowed out on her own now.

I can take her out escorted and yesterday I took both  her and her new friend out for drive in my car.  It was the first time I had met the new friend.  I had the roof down on my car and took them out for lunch and coffee and cakes in a very nice place.    Today I am debating what to do as without me Elizabeth would be stuck like a prisoner on the ward all day long.  Again I will offer to take her out with her friend off the ward for a few hours.  It is Bank Holiday weekend so tomorrow I will do the same as there is nothing to do on the ward at the weekend.

I am disappointed that Elizabeth has so far been injected twice and is suffering twitching of eyes and arm plus stomach pains – probably tardive dyskinesia as a result of these injections.  I have yet to hear what she was injected with and hope  it was not highly dangerous Haloperidal.  Yesterday I was told the medication was only prn Lorazepam but this is a highly addictive drug and my concerns are now that unless ENFIELD COUNCIL step in to help Elizabeth will be stuck on the ward a very long time simply because of her housing situation and being stuck on the ward for a long time will lead to further decline and ENFIELD COUNCIL MUST NOW GET THEIR ACT TOGETHER AND DO SOMETHING TO HELP MY DAUGHTER WHO WAS TERRIBLY ABUSED UNDER THEIR CARE LEADING TO DECLINE IN HER CONDITION.  IT IS ENFIELD COUNCIL WHO HAVE SPENT A FORTUNE ON PUBLIC MONEY IN THE WRONG DIRECTION AND NOW I WANT SOMETHING DONE ABOUT IT BECAUSE I AM APALLED AT THE TREATMENT OF MY DAUGHTER UNDER ENFIELD COUNCIL AND UNDER ENFIELD BARNET AND HARINGEY MENTAL HEALTH TRUST.   

Yesterday, I called into the EE store in Oxford Circus where I had taken out my contract.   I had, prior to this, called into my bank and told them all about my dispute with EE.  They suggested that I call into an EE store and cancel my contract.  I thought I was within the time limit of a month in order to do this.   I found out my mobile phone bill had increased from c£130 to £186 pm.    The Bank felt that since this was under investigation due to EE insisting I request an iPad and now they are saying in addition, an iPhone X.  Since I do not like being called a liar I have decided to make the whole complaint public.  This also serves as a warning to others seeing as EE have tried to put several investigators onto the case all agreeing with one another and all hiding behind GDPR when I have agreed for my Bank and Police to Liaise with EE and vice versa when EE said they couldn’t.

I came into the Oxford Circus to cancel my contract and severing all ties with this mobile phone provider.   I took the iPhone 8 and said they could have it back but this was refused.  The Manager not only refused to take the phone back but to cancel my contract like I requested.

So I made enquiries of other providers and had outstanding service inside the O2  store when I made enquiries.

I also requested all bills and contracts be sent to me.

I received an email from Josie Edmead today.  Her title is Executive Customer Resolutions Team.   03.05.19

“Thank you for taking the time to respond to my email.   This is acknowledgement we have received your email dated 1 May.

As discussed on the phone with my colleague yesterday we were unable to come to an agreement to get your complaint to a close.  Therefore I have issued you with an ADR letter that you are able to take to the Ombudsman Service.  This will be delivered to you by post within the next couple of working days.  Please note, we are due a Bank Holiday this Monday and because of this there may be a delay in receiving the letter.  I am sorry that on this occasion we were unable to come to a resolution.         JOSIE EDMEAD  EXECUTIVE CUSTOMER RESOLUTIONS TEAM.”





Re: GDPR Rules I have given Police and my Bank HSBC permission to liaise with yourselves and likewise vice versa so no Company Policy has been broken seeing as I give consent on all sides to liaise with one another.

No worries about the letter.

When I came into your Oxford Circus Branch I thought I had been contacted because my contract was coming to an end and that you were offering a good deal and I saw this as an opportunity to discuss my extortionate bill.  I asked the branch or rather joked “why is my bill so high” – higher than that of any people I know  (FROM C £130 PM TO £186PM).  I was worried my daughter was running up this high bill – she has MH problems and was living in the community. I requested Oxford Circus Branch to look into this and make sure premium rate numbers were barred – something I did myself a while back.  I then joked “I’m not paying for a tablet I cancelled still am I?  I was assured Is not so I took out another contract which would get me an iPhone 8 and increased the data for Elizabeth’s phone (she has a Samsung Galaxy J2 she bought herself.   I thought Elizabeth had been running up my high bill.  All along I had been using my old iPhone 5S which Oxford Circus Branch would have seen.  I wanted a new phone as gave the last one in 2017 to my daughter, a Samsung Galaxy A3.

If I had received an iPhone X and iPad I would have queried this straight away.  I did not know the details.  I did not know the number but obtained these details through Enfield Branch.  They told me I was paying for a tablet going back to 2017 not 2018.  I did not want a tablet and cancelled it as never used it.

I was falsely led to believe I was getting a good deal and would save money on my bills but instead the bill was high which prompted my visit to Enfield Branch who told me I had a tablet on contract – no way did I order it or the iPhone X.  My daughter is currently using a Samsung  Galaxy J2.

My bill has gone from £130- – £186 therefore wish to cancel this contract as no way would I have renewed my contract if i’d known about the tablet and now all of a sudden the iPhone  I neither ordered or received.  No way would I have ordered this if I knew this could lead to an extortionate bill of £186 pm.

When I tell people about the amount you seek to charge, they burst out laughing and tell me about their mobile phone providers and advise me that I am being ripped off. 

Anyway, as much as I rely on my phone service, I feel I cannot possibly carry on as I was led to believe my bills would be cheaper not hugely more expensive.  Like I say, I therefore cancel my contract forthwith.

My daughter Elizabeth is ill in hospital and I note with interest on your site you feature MH and I attach something that might be of interest with some interesting links. You are only featuring men’s MH but I feature more broadly based on advice by leading professors that I have obtained.  

Being incarcerated in a mental health acute ward right now means Elizabeth is not using her phone much at all but even if she was, how can you justify this huge hike in extortionate costs and then more recently my data was cut.  What a joke and I could only use the service via wireless.

Yours sincerely


So the matter will now be going to the Ombudsman.


I have been a customer of EE for quite a few years now.  Most recently I regret with all my heart taking out a new contract with them as they are implying I am a liar and I would not be going to this trouble of writing a blog if I was:  

  • On 15.05.15 at Hammersmith EE Branch  EE tablet 10GB of data.  Hardly used – gave  to Elizabeth and cancelled on 19th April 2017.
  • On 29.09.2016 cancellation of EE Home Services  and returned the wifi router – without broadband and services for weeks before turning to Virgin Media.
  • On the 30.09.17 I renewed my mobile phone contract and obtained a Samsung A3.  I took out a sim only contract for Elizabeth but with hardly any data.  I retained my old iPhone 5S, giving to Elizabeth the new Samsung A3.   However this phone was stolen at Elizabeth’s scheme.  I then bought a second hand Samsung J2 for Elizabeth and had to get a replacement sim in order to continue the sim only service.
  • On 03.04.19 I took out another contract early so I could get a new iPhone 8 through Oxford Circus Branch increasing data on the Sim only contract for Elizabeth.

So those are the contracts, all of which done in store for which I have paperwork.

Anyway, I took the opportunity of querying why my bills were so enormous and I had put this down to Elizabeth’s usage as there was not much data and I honestly thought that Elizabeth was running up a high bill, so I was checking to see that premium rate calls were barred etc and I questioned as to whether there was anything else on my bill pushing the price up so high.   I was assured this was not the case and felt that I was making a saving in the cost of my monthly mobile phone bill.  This was not the case after I took out the new contract in April and I called in to Enfield Branch again querying why my bill was so high.

I was told that I was paying for a tablet but I had cancelled the EE in good time and I did not want another tablet as I did not use this.

EE are saying that in 2018 an iPad was delivered to my home address and that I signed for it and ordered it on contract.   Now they are saying in addition there was also an iPhone 8 that I ordered back in 2018 and both were delivered by courier to my home address and signed for.

The above came with a contract which was added to my bill but I have only just this year (last month) renewed my contract with EE at Oxford Circus Branch.

It is not nice to be called a liar by customer services representatives who are all sticking together and come out with differing accounts.

I have spoken to various customer services officers but one particularly stood out.  I was on a crowded train going early morning when EE rang as I had queried my enormous bill.  In front of everyone I found myself having a conversation I did not want to have first thing in the morning with a customer services agent who was adamant that I had left messages demanding the tablet – there was no mention of IPhone also at this stage.   I was quite upset because it was as though she was saying I was lying and that I had received the iPad, signed for it and demanded the contract when I hadn’t.  She then said it would be passed over to EE’s Fraud Department.  I felt happier in thinking they would thoroughly investigate and look at the signature and contract indepth and liaise with the courier firm.

I am going to share with you now the responses I have had from three members of the Executive Office of EE (  Trident Place, Mosquito Way, Hatfield, Herts, AL10 9BW  Tel 01707315000

I may be wrong but under the title of Chief Executive is the name Marc Allera (  so I thought I would write the following to Marc Allera.

Email:  From me to Marc Allera dated 25 April 2019


“I have obtained your details via the internet and would be most grateful if you could look into my complaint above.  The Fraud Office need to look into matters further as I never received, signed or requested or made any phone calls to EE asking for a new tablet and my bills have been very high which I put down to my disabled daughter who lives in a scheme in the community but who is currently in hospital.  I increased data on my daughter’s phone and in good faith renewed my contract querying whether I was in fact still paying for the contract which I had cancelled on a previous tablet in good time years ago.  I do not use a tablet so did not request one and it came as quite a shock to find out I had been paying for this since 26 February 2018.  I’d like a refund of my bill and a thorough investigation undertaken as to who signed for the tablet and how such a request could have been made without my knowledge. There is no way my daughter would have known my password or have been capable to order a tablet using my account.   Her sim only comes under my account and I pay for this so how can it be that a tablet has been requested in the first place that I am paying for and have known nothing about.  I assumed she was just running up high data usage on her sim only which I tried to rectify by putting a block on premium rate numbers on her phone number on the letter attached.  I look forward to hearing from you in this respect.”



Email from  27.04.2019 at 10:39

“Good morning Susan    –   Re: A/c No. ………..

Thanks for taking the time to contact Marc about the additional line on your account.  I’ve been assigned this complaint as your case handler and will do all I can to help.

With devices which cost hundreds and sometimes thousands of pounds we will always do what we can to prevent fraud from occurring.  As such we follow our security procedures in full with each new line and upgrade request.  Along with asking your account password we can ask additional security questions.  Further we will only ever deliver equipment to the address registered on your EE Account.  From reviewing your account I can see we did order an iPad 9.7 free of charge on 26 February 2018 . This was accompanied with a new 24 month contract which runs to 26 February 2020.  This line was ordered at the same time we upgraded the line ending 824 to an iPhone X.  Both parcels were delivered by the same courier company to your address on the same day on 27 February  2018 (a Tuesday and I would not have been at home to sign then).  Our records show the iPhone was received and has been used since which would reflect that the iPad was also delivered although I am concerned to hear you had no knowledge of this.  At this stage we do not have a copy of the call recording which we only hold for three months.  However given the circumstnaces Im afraid  that we wouldn’t deem this to be a case of fraud as such and given the cost of equipment to us we wouldn’t usually be able to cancel the line.  Although this is the case I would like to offer something to bring this matter to a close.  This would effectively reduce the contract length to 12 months which would mean:  

Refunding the last two months line totalling £90 inc VATG

Cancelling the line with immediate effect without charge.

If you would like to accept this offer please let me know within the next 14 days.  In the meantime Id like to say thanks again for your time Susan.  

Kind regards


So I wrote back to EE for the attention of LEE MCCABE ON 29.04.19.    COMPLAINT LETTER RE TABLET NEVER RECEIVED OR REQUESTED

“Just to let you know Ive contacted my bank to investigate and police and may also contact solicitors as you are calling me a liar!

Please supply copy contract and signature in my name.

I was told by your cust servs I was paying for a table as long as Feb 2017 (corr 2018).  Ive only just received iPhone 8 direct from Oxford Circus Branch.  I received the Samsung Galaxy A3 through Enfield Branch.

I never received Ipad or iPhone in Feb 2018 and request courier details and signature.

Im giving your name personally to my Bank, Police and solicitors.  I always do business via your stores.

Please send me signed contract.  Ive got all other paperwork.  

I then list details of contracts and cancellations.

Please forward proof of contract you are accusing me of taking out on 26.02.18 which I received received either iPhone or Ipad – as well as courier concerned. 

Yours sincerely,   Susan Bevis”  

On 29.04.19 I wrote again to LEE MCCABE

“Dear Mc McCabe, please note I have contacted the Met Police.  Ref No. CN ……………………………..29.04.19 via their website.

Please do liaise with Met Police.  Ive passed on all details of Ipad which I knew nothing about but asked for when I called in again to Oxford Circus Branch who I queried my bill with.  Despite asking I was not informed of the tablet by them so I took out another contact on my mobile and sim only card.  I’ve checked all paperwork and can find nothing relating to the iPad and I have only ever had an EE tablet.  Who signed for this tablet and when exactly was it delivered. No iPhone was delivered and No Ipad was received.  The iPhone I have now was only just obtained through your Oxford Circus Branch.   I cant remember whether the Samsung Galaxy A3 was delivered by post.  No way did I receive an iPhone or Ipad by post.  Ive renewed  my contract before expiry date and got a new iPhone 8 via Oxford Circus store.  I only ever do business via your stores.  I’m gong to contact solicitors as you are accusing me of being a liar and I’m going to put all of this on social media too as I never received any iPhone or Ipad.  I suggest you liaise with Police on this matter.  I suggest you check with your Oxford Circus Branch as I have only just renewed my contract. I do not accept your officer and want full refund of the payments I have made for the Ipad I knew nothing about in 2018.  Your letter will go on my blog via social media.


He writes 30.04.19  hi my name is Leonard and I am taking the time to reply as my colleague is out of the office to avoid further delay in our response.  Thank you for providing this information and I have reviewd the original order for both iPad 32GB and I Phone X,  Due to length of time since order was placed I cannot confirm signature received on delivery of both devices.  Ive reviewed the delivery address and confirm both products were delivered to your home address.  I confirm we sent a text message on the date or order 26.02.18 as follows “Hi from EE.  As requested weve ordered your additional device – if you didn’t request this please contact us asap on 150.  Pleased advise who used the number ……….. which is my number.  Can you explain why this has not been brought to our attention sooner?

I appreciate this may not have been the response you’d have hoped for at this stage however I look forward to your reply.  Yours sincerely Leonard Wade.”  

I then write on the 30th April 2019 to LEONARD WADE, LEE MCCABE AND MARC ALLERA

I again say I have not received the devices at my home address and ask for courier firm details, details of iPhone used in 2018 and explanation on why suddenly they are saying not just an Ipad but iPhone which I never received.

Matter is with Bank’s fraud team – please send copies of all my EE accounts relating to this.

I would not have been at home on this particular date to sign for parcels and I suggest they are are accusing me of lying – the last new phone was the Galaxy A3 from Enfield Branch.  I ask for copy of signed contract going back in 2018 as I have nothing in my records. I accuse them of suggesting I am lying by insisting I received the devices when I didn’t and stating I may have to take legal action and have reported to Police details.  I ask for iMEI  of iPhone in 2018 allegedly sent and asking all three to clarify the discrepancy and requesting copies of statements going back to 2017.

I feel like I am being bullied and treated like a criminal by EE who I have been a loyal customer for so long.  Whilst my Bank’s Fraud Dept investigate I have no choice but to pay EE’s extortionate bills in the meantime as the bill is one for all and if I put a stop on this now then I lose my phone service – not just mine but Elizabeth’s that I am paying for but it is no wonder I was paying so much –  I never requested the iPhone or Ipad.  Because of my daughter Elizabeth being ill and she is currently in hospital I had not been thoroughly checking bills and I never thought my mobile phone provider would treat me in such a bad manner.

Unfortunately I am tied in for another two years with them and it is strange that first of all an Ipad was mentioned and now all of a sudden both iPad and iPhone back in 2018.  I have renewed my contract a bit early this time taking advantage of the offer they had to get a new phone as I had been using the old iPhone 5S for a long time.

It is not very nice to be accused of receiving something they insist was delivered when you say you have not got it and never received it – in other words they are suggesting I am a liar and I want everyone to know on social media that is not the case and whilst I was discussing my dilemma with EE on the bus, several others chimed in that they had also had bad experiences with EE.

I hope this will be rectified and I will keep you informed of whether I get justice in this matter – I don’t mind paying for something I have got that I ordered but it is an absolute liberty to accuse someone of telling lies and insisting these devices were sent and signed for by me.

I rely so much on my phone service what with Elizabeth in hospital.  If she wasn’t in hospital and I was not so dependent I would ask my Bank to put a stop on all payments until matter resolved.

Today 1st May 2019 at 12.57 I received another email from this time from Josie Edmead Executive Customer Resolution Team  0800 079 0232. She writes as follows and explains that since Leonard is current out she is taking the opportunity of responding on his behalf.

I would like to apologise for the experience you have received in regards to said iPad being added to your account.  I have taken time to read the email thread attached to your respond and am up to date with the situation at hand.

Looking on your account I can confirm the information Leonard gave you is correct – on 26 February 2018 your mobile phone number ending 824 was upgraded from iPhone 5S to an iPhone X.  During this call an additional line for an Ipad was also accepted.  An SMS was sent to the number ending 824 regarding the additional line.

The courier services we use are DPD but with the timescale from February 2018 and today they may also have an issue finding your signature on delivery that you are requesting.  The sim only number ending 69 was upgraded in an EE store (Oxford Circus) store on 3rd April 2019 and upgrade to iPhone 8 not iPhone X.

Due to GDPR we are unable to contact Police or your Bank on your behalf.  If you feel this is something they should be informed of it is your choice to contact them.  We as agents, are unable to discuss customers accounts with third party services even if they are of high authority.

I do sincerely apologise if you feel EE have called you a liar – this was never our intent.  As a company we need to assure we are giving customers the facts we can see on their account.  If they do not match to what you believe, this is when our Fraud team investigate.  On this occasion because the device was delivered to your address along with a handset it was not deemed as fraudulent activity.

If you wish to have a copy of your bills dating back to Feb 2017 there are ways we can do this.  You can download your last 12 months of bills free of charge on the MyEE App.  If you require any dated earlier than this we can send you them in the post at a fee of £2.56 each.

On 27 April 2019 my colleague Lee to cover £90 of the last two months line rental charges for the iPad and an immediate cancellation avoiding the early termination fee.  This is our full and final settlement on the matter.  If you do not wish to accept this offer we have exhausted our complaints process and I could then issue a Deadlock letter where you are then able to seek advice from the Independent Ombudsman Service. 

My Response dated 01.05 2019

Dear Josie, Marc, Leonard and Lee

You are the fourth person from the Fraud Office trying to make excuses.

There’s no way I requested an upgrade to iPhone X8 at the time my contrct to iPhone 5S ended.  How can you explain this contract was taken out by Dundee Customer Services, Scotland.    I did not phone Scotland.  I called into Enfield Branch in 2017 to renew the contract, not 2018 so my daughter could choose a phone and she chose Samsung Galaxy A3 which I gave her through my contract and I was left to use the iPhone 5S.  How many times do I have to tell you.  I set up a sim only account for my daughter.  I was in the Branch at Enfield so made no call whatsoever.  I only do business via branches.

You are all so far from up to date its unbelievable.  I have all the paperwork and want to see a copy of yours and delivery note of iPhone X never received.  I’ve never received an iPad.

I renewed my contract in 2017 not 2018.  I got the Samsung Galaxy A3.

I visited Oxford Circus Branch in 2019 to renew contract, get iPhone 8 and increase data on sim only contract.

I’ve notified Police and my bank as when I say I have not received iPad or  iPhone X I mean it.  As my daughter’s account had only 1gb as arranged by Enfield I asked Oxford Circus branch to increase this.

Im accusing you all of implying and suggesting I received something I didn’t and now I want to see proof of signature.

Ive already breached GDPR rule by going public and want this complaint made open and transparent and want everyone to see how ive been treated on social media.  Now my Bank’s fraud team are involved.





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