Following on from two previous blogs, finally matters have been resolved in relation to my dispute, although not quite.
To summarise, EE accused me of ordering/receiving an Ipad and iPhone 8 and to begin with the Communication Ombudsman took their side and agreed that EE had done nothing wrong. I was treated like a criminal and liar by my mobile phone provider who I had been a loyal customer since 2013.
The only thing I did wrong was to trust EE and I should have been thoroughly checking my bill. I have been swamped with caring responsibilities with Elizabeth in and out of hospital that unfortunately I did not check my bill as I should have done but that is no excuse for EE to state “you should have checked your text messages and responded if the devices (Ipad and iPhone X) were not for you.”. I did not receive such a text message as I looked back to see if I had.
One customer services officer after another from their Head Office in Hatfield accused me of ordering an iPhone X and Ipad and receiving these devices at my home address which I did not. Unfortunately I took out a contract in April this year which I deeply regret and took the opportunity to query my bill which was high and I thought that Elizabeth was running up the high bill as she hardly had any data. I wanted a new phone and the upgrade was for an iPhone 8. When I queried my bill at Oxford Circus Branch I specifically queried why the bill was high and did I have anything added to my account I was unaware of? I was not told the truth. I was led to believe I would be making a saving. I found out towards the end of the month via a local branch of EE that I had been not only paying for the two contracts I agreed to but also for an iPhone X and Ipad that I never received and when my bill shot up to extortionate levels I cancelled the the direct debit which was for everything. I was faced with shocking treatment. I received threatening letters that my credit rating would be ruined by EE and then EE got debt collection agency Arvato involved who were sending me frequent text messages demanding payment and phone calls during the day when I could not talk. The debt was accruing to circa £1000. I realised my once good credit rating was ruined and went to Experian for a full report and of course the reason for this was down to EE and the disputed debt.
To begin with Communication Ombudsman took EE’s side and I had to complain at inaccuracies within their investigation. They kept saying that the courier firm could not produce a signature as this went beyond the time that they as well as EE could produce any verbal recordings of agreement to the contract I was alleged to have taken out.
I had been offered a deal of paying £90 by EE to back out of the contract I never entered into for the iPhone X and Ipad which I refused.
So in desperation, after getting nowhere with so many different customer services officers all sticking together with the same opinion and ignoring that I constantly stated I had not received the devices, I turned to courier firm DPD who, unlike EE, keep brilliant records that go back to January 2018 of all deliveries made. I obtained a case reference number and submitted this to the Communication Ombudsman but when I was still being bombarded with demands for payment I went back to DPD couriers and spoke to two more customer services officers who were most helpful and sent me two separate emails stating that nothing was ever delivered to my home address on the disputed date.
After this proof, the Communication Ombudsman backed down and demanded that EE repay the amounts of the two devices and backdate this payment and sever the lines free of charge for the iPhone X and my own personal line. However I am stuck in a contract – being what I took out in April this year in order to get the iPhone 8. I am stuck in this contract for two years and am also paying for Vodafone contracts which are for one year. I would never have taken out the EE contract had I known about the devices.
I then get a cheque from EE for just £615 and had to go through and check their figures only to find that they owed me an extra £275 – I then had to report again to the Ombudsman I had not received the £275 and they suggested giving EE another 7 days. I would advise that still no cheque for £275 has been received from EE despite allowing for these extra 7 days.
I have written on numerous occasions to CEO Marc Allera only to have a response from yet another customer services agent. Not once has he had the courtesy to respond himself.
My treatment by EE has surmounted to bullying and being called a liar and thief in not so many words.
The whole matter has been so stressful and upsetting having to prove your innocence and then have your credit rating ruined. This has now been put right but the lengths I have had to go to in this matter and not once did EE budge and raise their hands and say sorry until they were forced to by the Ombudsman.
So if any of you are customers of EE I would advise strongly to check thoroughly your bills and if devices are not received the courier firm DPD are brilliant and have been so helpful. I understand that EE produce wrong paperwork sometimes and my case has not been the only case of devices going missing.
I now have two contracts – I hardly use the EE contract but the data on my Vodafone contract is far greater.
It would have been nice if EE had made even the slightest gesture to compensate for the hours I have spent looking into this matter and checking their figures but they have only apologised because they were forced to by the Ombudsman then I get an email saying they would be guided by the Ombudsman “that’s that then!”. NO IT ISNT EE – YOU STILL OWE ME £275 and whilst this is not much money it is the principle that counts. I feel that EE should do better than that.
I would compare EE to BEHMHT in the way I have been treated when I stood up against Elizabeth’s shocking treatment of enormous quantities of mind altering chemicals.
I have also had to chase up the compensation for Elizabeth’s false detention and this amounts to £1. The figure calculated was far more than this because this went back to 2012 and the illegal detentions under X v Finland so this is a case where professionals in the NHS are well and truly protected when a vulnerable person spends time imprisoned but since TW v LBE and the Bostridge case it looks like the £1 cannot be challenged however we have been told that it could take a long time to receive the cheque for £1 which I wish to frame as a souvenir.
Message to Marc Allera of EE: If I do not receive the £275 I will be calling at your Head Office in person. I would be nice if EE could support some good causes such as Working to Recovery and Chy-Sawel
Message to BEHMHT – Elizabeth would like the cheque ASAP for £1 for hours of illegal detention.