EE have been fined £1 Million by Ofcom over complaint handling issues. EE have 20 days to cough up their loose change.
http://media.ofcom.org.uk/news/2015/...=ee-fine-jul15
http://media.ofcom.org.uk/news/2015/...=ee-fine-jul15
EE fined £1 Million by Ofcom over complaint handling issues
Quote:
“A number of customers who had requested a ‘deadlock letter’ during this time were not sent them as required, and in some cases customers were told by EE that letters of this type were not issued.”
“A number of customers who had requested a ‘deadlock letter’ during this time were not sent them as required, and in some cases customers were told by EE that letters of this type were not issued.”
Funnily enough, I complained to OFCOM about exactly this a few years ago, it wasn't just an ignorant CS agent either, it was an Exec Office agent who point blank refused to supply a deadlock letter. Stupid her, as CISIS then accepted her arrogantly worded email as the deadlock letter and accepted my complaint.
Originally Posted by d123:
“Funnily enough, I complained to OFCOM about exactly this a few years ago, it wasn't just an ignorant CS agent either, it was an Exec Office agent who point blank refused to supply a deadlock letter. Stupid her, as CISIS then accepted her arrogantly worded email as the deadlock letter and accepted my complaint.”
“Funnily enough, I complained to OFCOM about exactly this a few years ago, it wasn't just an ignorant CS agent either, it was an Exec Office agent who point blank refused to supply a deadlock letter. Stupid her, as CISIS then accepted her arrogantly worded email as the deadlock letter and accepted my complaint.”
I went through the same process, CISIS made them cancel my contract, refund me 7 months line rental and pay me £50 compensation. Wasn't too shabby, the compensation was due to them refusing the deadlock letter apparently.
Originally Posted by Synthetic42:
“Shame, that £1mil could have gone towards paying for DevonBloke's 4G
”
“Shame, that £1mil could have gone towards paying for DevonBloke's 4G
”
Originally Posted by d123:
“Funnily enough, I complained to OFCOM about exactly this a few years ago, it wasn't just an ignorant CS agent either, it was an Exec Office agent who point blank refused to supply a deadlock letter. Stupid her, as CISIS then accepted her arrogantly worded email as the deadlock letter and accepted my complaint.”
“Funnily enough, I complained to OFCOM about exactly this a few years ago, it wasn't just an ignorant CS agent either, it was an Exec Office agent who point blank refused to supply a deadlock letter. Stupid her, as CISIS then accepted her arrogantly worded email as the deadlock letter and accepted my complaint.”
So it's you who's blocking my mast by bloody complaining.
Honestly, some people........
Originally Posted by DevonBloke:
“So it's you who's blocking my mast by bloody complaining.
Honestly, some people........
”
“So it's you who's blocking my mast by bloody complaining.
Honestly, some people........
”
I won my CISAS adjudication in June 2013, they've had 2 years to recoup enough to have knocked up a 4G mast for you since then
.
Originally Posted by Synthetic42:
“I went through the same process, CISIS made them cancel my contract, refund me 7 months line rental and pay me £50 compensation. Wasn't too shabby, the compensation was due to them refusing the deadlock letter apparently.”
“I went through the same process, CISIS made them cancel my contract, refund me 7 months line rental and pay me £50 compensation. Wasn't too shabby, the compensation was due to them refusing the deadlock letter apparently.”
It's also a nice bonus that ISPs/telcos have to pay to CISAS and the other ombudsman to handle the complaint too (I read somewhere (from an owner of a small ISP) that the costs are something like £200 per complaint, so ultimately pocket change to EE, but it's still a rather unnecessary cost just for refusing to use common sense)
Exactly, if they trained their staff properly, I bet a lot of these complaints wouldn't have to be made in the first place
After the service I have just received from EE I am not surprised. Over the last six weeks four different level two advisors promised to ring me back and didn’t. Level One advisors (although two did ring me back) would not transfer me to level two advisors without going through the whole problem from scratch again and trying their standard fix methods. Just checking the notes against my account would have shown they had not worked any of the previous times. One level two advisor sent me to a store only for me to be told they can’t look at any issues in store and they could not understand why I was sent there.
