EE – MY MOBILE SERVICE DISPUTE

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 (executive.office@ee.co.uk).  Trident Place, Mosquito Way, Hatfield, Herts, AL10 9BW  Tel 01707315000   https://www.ee.co.uk.

I may be wrong but under the title of Chief Executive is the name Marc Allera (mark.allera@ee.co.uk)  so I thought I would write the following to Marc Allera.

Email:  From me to Marc Allera dated 25 April 2019

TABLET NEVER RECEIVED OR REQUESTED 

“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.”

RESPONSE FROM LEE MACCABE EXECUTIVE CUSTOMER RESOLUTIONS EE

TABLET NEVER RECEIVED OR REQUESTED 

Email from executive.office.ee.co.uk  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

LEE MCCABE EXECUTIVE CUSTOMER RESOLUTIONS EE. “

So I wrote back to EE executive.office@ee.co.uk 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.

SUDDENLY EE HAVE APPOINTED A NEW CUST SERVS OFFICER LEONARD WADE

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 executive.office@ee.co.uk 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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