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Help on letter complain to EE (T MOBILE)

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  • Help on letter complain to EE (T MOBILE)

    Hi folks I really need some help on how to deal with my situation. I have lots of issues to report and would love if someone could help me with writing an effective complaining letter to EE. Any thoughts and advice on the matter will be much appreciated. I will try to explain all the issues as best as I can.
    I took a new contract with T Mobile (EE) on 25/01/2013 through Chitter Chatter. I got an Iphone 5 and on a 24 months contract.
    FIRST PROBLEM: On 16/10/13 I received a phone call from a very pushy and patronizing salesman from EE conning me to take a new contract with latest Samsung. I asked him if it would be the S4 and he said yes and contract would be around £10,00 monthly . I agreed but when I received the handset it was a Samsung Galaxi. I phoned EE and explained what had happened, asked them to cancel the contract as what I received was not what I had been promised. They told me to send the handset back so I did straight away.
    On 05/12/14 I received an upgrade letter and went to see my EE account. I then found out they had been charging me for the extra contract for more than 13 months. I phoned EE and spoke to Meagan who confirmed they have received the handset back on 28/10/13 and EE made a mistake on not cancelling the contract. She did apologize and said she was closing the account and someone would call me in the next two hours to discuss about a refund. No one never phoned me so on 06/12/14 I phoned again and spoke to Jenny. She told me no one had cancelled the account so she would do. She sent me a text message saying cancellation had been processed and asked me to wait for 28 days for the calculation of refund to be done and money sent back to me. Since that time I had contacted EE countless times and every time they come up with a excuse say I should be getting my money back in no time. To date I have not received my money or have been contacted by them whatsoever.

    SECOND PROBLEM: On 30/12/14 I requested my phone to be unlocked, spoke to Amanda and gave her the EMEI number, email address and all she requested and she said I would have to pay £20,00 witch I agreed. I also told her I had my handset replaced by Apple on the 23/12/13 duo to a faulty on the handset. She told me to send EE a copy of the email Apple send me to confirm this. I sent a email to EMT.proofs@ee.co.uk on the same day. After few days EE sent me a text saying unlocking process had been completed. I went to Three last Friday and got a Sim only contract and tried to insert it on my phone but it would say it was not valid. That is were all my problems started. On Monday morning I tried to call 150 on my mobile but got disconnected as I had given them 30 days notice and ported my number to Three over the weekend. I had to use my landline to call EE and found out they had unlocked the wrong phone, not the replaced one. I then spent all day on the phone with them to try to get my phone unlocked as I have no access to other Iphone an not able to insert my sim card and use my mobile. Needless to say that yesterday I spent the whole day on the phone again and today as well and my mobile is still locked. I sent emails to all departments, including executive office yesterday and no one had ever replied.
    The biggest problem is that I use my phone for business and every single day I am losing money because I can not talk to my customers. I had few appointments this week that I could not attend because I could not confirm with them. Also I am losing money as I am paying a monthly contract to another provider but can not use it. I am not willing to stay one more day without my phone and was thinking of buying a second hand Iphone tomorrow and then get EE to pay for that and for all the loss (including further landline calls made to EE ) and stress they are causing me. Will that be possible? I can go all the way to court if there is the possibility.

    THIRD PROBLEM:
    Yesterday I checked my last bill and they are charging me £28.69 + VAT on MNP Early Termination Penalty. How can they do that? I have given then a month notice on the 26/12/2014, once EE said the earliest day for the notice to be given was on the 25Th.

    I don't know what else to do and don't know how to write a effective complain letter with the right terms. I don't know if I should be contacting trading standards, Cisas, or anyone else. And also I need a solution for my getting my phone connected as soon as possible.

    Thank you so much in advance

  • #2
    Re: Help on letter complain to EE (T MOBILE)

    I am sending EE the following in order to have all the poofs needed. I am struggling to write an effective complain letter, there are lots of templates over the net but I am not sure which one to use.

    Re: A Subject Access Request


    I am writing to make a subject access request under the Data Protection Act 1998 for any personal information you hold about me including:
    Account notes and correspondence generated either automatically by the system, or as a result of my interaction with your customer service agents.
    Lists of calls and SMS / MMS made to and from my Mobile Phone
    List of incoming SMS / MMS to your mobile phone.
    Copies of Call Recordings made to EE (TMobile) Customer Services

    I enclose the statutory maximum fee of £10. You have 40 days in which to comply. If you have any queries or questions then please contact me on the above address.

    Yours Faithfully,

    Comment


    • #3
      Re: Help on letter complain to EE (T MOBILE)

      REMOVE your phone numbers

      Comment


      • #4
        Re: Help on letter complain to EE (T MOBILE)

        Ups:tinysmile_hmm_t2:, thank you for that wales01man

        Comment


        • #5
          Re: Help on letter complain to EE (T MOBILE)

          Hi,

          The very first thing to do is Stop Phoning EE customer (dis) service have a company script and go through it parrot fashion and have little or no authority to deal with problems especially those that their employer has caused in the first place.
          So a little research before making a FORMAL COMPLAINT to a senior person e.g. a director or the CEO of EE no doubt you can Google EE and find the name. You address the complaint to that person Marked Private & Confidential.

          The three " stages" of your problem are fine all you need to do is make it more concise and punctuated so the recipient can see the
          "bullet points" of your complaint, then you tell them what you want them to do to rectify the problem.

          Comment


          • #6
            Re: Help on letter complain to EE (T MOBILE)

            Hi Peppa,

            I think you would get further with a complaint if you sent it straight to the CEO of EE (instead of through customer services)
            The man you want to write to is a Mr Olaf Swantee

            email: olaf.swantee@ee.co.uk
            postal address: Mosquito Way, Hatfield, Herts, AL10 9BW

            If you list your problems up to date as you did in your first post on here (I've done a bit of spacing so it reads easier) ;
            I took a new contract with T Mobile (EE) on 25/01/2013 through Chitter Chatter. I got an Iphone 5 and on a 24 months contract.

            FIRST PROBLEM:
            • On 16/10/13 I received a phone call from a very pushy and patronizing salesman from EE conning me to take a new contract with latest Samsung. I asked him if it would be the S4 and he said yes and contract would be around £10,00 monthly . I agreed but when I received the handset it was a Samsung Galaxi. I phoned EE and explained what had happened, asked them to cancel the contract as what I received was not what I had been promised. They told me to send the handset back so I did straight away.


            • On 05/12/14 I received an upgrade letter and went to see my EE account. I then found out they had been charging me for the extra contract for more than 13 months. I phoned EE and spoke to Meagan who confirmed they have received the handset back on 28/10/13 and EE made a mistake on not cancelling the contract. She did apologize and said she was closing the account and someone would call me in the next two hours to discuss about a refund.


            • No one never phoned me so on 06/12/14 I phoned again and spoke to Jenny. She told me no one had cancelled the account so she would do. She sent me a text message saying cancellation had been processed and asked me to wait for 28 days for the calculation of refund to be done and money sent back to me.


            • Since that time I had contacted EE countless times and every time they come up with a excuse say I should be getting my money back in no time. To date I have not received my money or have been contacted by them whatsoever.


            SECOND PROBLEM.

            • On 30/12/14 I requested my phone to be unlocked, spoke to Amanda and gave her the EMEI number, email address and all she requested and she said I would have to pay £20,00 which I agreed.

            • I also told her I had my handset replaced by Apple on the 23/12/13 duo to a faulty on the handset. She told me to send EE a copy of the email Apple send me to confirm this. I sent a email toEMT.proofs@ee.co.uk on the same day.



            • After few days EE sent me a text saying unlocking process had been completed. I went to Three last Friday and got a Sim only contract and tried to insert it on my phone but it would say it was not valid. That is were all my problems started.



            • On Monday morning I tried to call 150 on my mobile but got disconnected as I had given them 30 days notice and ported my number to Three over the weekend. I had to use my landline to call EE and found out they had unlocked the wrong phone, not the replaced one. I then spent all day on the phone with them to try to get my phone unlocked as I have no access to other Iphone an not able to insert my sim card and use my mobile. Needless to say that yesterday I spent the whole day on the phone again and today as well and my mobile is still locked. I sent emails to all departments, including executive office yesterday and no one had ever replied.


            • The biggest problem is that I use my phone for business and every single day I am losing money because I can not talk to my customers. I had few appointments this week that I could not attend because I could not confirm with them. Also I am losing money as I am paying a monthly contract to another provider but can not use it.


            THIRD PROBLEM:
            • Yesterday I checked my last bill and they are charging me £28.69 + VAT on MNP Early Termination Penalty. How can they do that? I have given then a month notice on the 26/12/2014, once EE said the earliest day for the notice to be given was on the 25Th.
            Debt is like any other trap, easy enough to get into, but hard enough to get out of.

            It doesn't matter where your journey begins, so long as you begin it...

            recte agens confido

            ~~~~~

            Any advice I provide is given without liability, if you are unsure please seek professional legal guidance.

            I can be emailed if you need my help loading pictures/documents to your thread. My email address is Kati@legalbeagles.info
            But please include a link to your thread so I know who you are.

            Specialist advice can be sought via our sister site JustBeagle

            Comment


            • #7
              Re: Help on letter complain to EE (T MOBILE)

              Originally posted by nemesis45 View Post
              Hi,

              The very first thing to do is Stop Phoning EE customer (dis) service have a company script and go through it parrot fashion and have little or no authority to deal with problems especially those that their employer has caused in the first place.
              So a little research before making a FORMAL COMPLAINT to a senior person e.g. a director or the CEO of EE no doubt you can Google EE and find the name. You address the complaint to that person Marked Private & Confidential.

              The three " stages" of your problem are fine all you need to do is make it more concise and punctuated so the recipient can see the
              "bullet points" of your complaint, then you tell them what you want them to do to rectify the problem.

              Thank you for the reply nemesis45. I have the name and address of the CEO to send the formal complaint to. Do I send it to him and also to
              The Complaint Investigations Team?

              My problem is that I am struggling to make it more concise and outlining statutory rights against what was breached. What I want from them is to have my money refunded including vat + interest (don't know if I can ask interests), my phone to be unlocked, the penalty fee to be waved, compensation for all the stress and loss of money. I am not good at writing, maybe that is why I had been trying to get something done by phoning them. Obviously it didn't work

              Comment


              • #8
                Re: Help on letter complain to EE (T MOBILE)

                Hey Katy thank you for help, it looks a lot more like it now.:tinysmile_twink_t2:

                Comment


                • #9
                  Re: Help on letter complain to EE (T MOBILE)

                  Why not send to the complaints team as well let them know you've gone to the "Boss".

                  nem

                  Comment


                  • #10
                    Re: Help on letter complain to EE (T MOBILE)

                    Kati has done a great job for you there!!
                    In my opinion you don't need to quote statute and regulation, the execs know full well where the lines are drawn, but just hope they don't get caught!:tinysmile_cry_t:.

                    Use what Kati has prepared,

                    Add at the end:

                    The excessive stress and anxiety EE has caused by the mishandling of my complaint and the costs that I have had to meet needs to be
                    addressed by EE, and I suggest that EE now makes an offer of redress for all parts of my complaint.
                    Including refunding all monies paid, all penalty charges refunded plus a sum in compensation for the stress and anxiety resulting from EE's unreasonable conduct.
                    This is a Formal Complaint which allows EE 56 days to fully investigate and respond to my complaint however I would expect an earlier
                    positive response.

                    Comment


                    • #11
                      Re: Help on letter complain to EE (T MOBILE)

                      Thanks Nem :tinysmile_twink_t2:

                      I agree ... send it via email to both the complaints department AND the ceo - do you have a 'named' person who you've been contacting so far?

                      K x
                      Debt is like any other trap, easy enough to get into, but hard enough to get out of.

                      It doesn't matter where your journey begins, so long as you begin it...

                      recte agens confido

                      ~~~~~

                      Any advice I provide is given without liability, if you are unsure please seek professional legal guidance.

                      I can be emailed if you need my help loading pictures/documents to your thread. My email address is Kati@legalbeagles.info
                      But please include a link to your thread so I know who you are.

                      Specialist advice can be sought via our sister site JustBeagle

                      Comment


                      • #12
                        Re: Help on letter complain to EE (T MOBILE)

                        Thank you guys, you are brilliant! I will print of the complain tonight and will send them the email and recorded delivery tomorrow morning. Kati I have few names of agents I spoke to and mentioned on the letter above.

                        Comment


                        • #13
                          Re: Help on letter complain to EE (T MOBILE)

                          I had sent a complaint this morning to Olaf and all Tmobile departments. Also Sent recorded delivery to Complaint team and Olaf. I had requested the Subject Access Request with the £10,00 cheque in case I need to take matters further. Thank you all for the help, I will let you all know the outcome.

                          Comment

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