I’ve got 99 problems and EE is one.

Now this is a story all about how
My life got flipped-turned upside down
And I’d like to take a minute
Just sit right there
I’ll tell you how I complained to EE.

I popped into my local EE store (Cribbs Causeway, Bristol) around a week ago. I asked if I could take out an offer that I saw online and they were more than happy to help. So I sat there and went through all the selling and prices and agreed on an iPad Pro 9.7 inch at £33.30 per month.

The sales guy said he needed to go and get the iPad and came back promptly, showed me the box and I signed up for the contract. He then took the iPad to the back of the store to put it in a bag and then comeback over to me, put it all in a bag and voila I was to go on my way.

However, I am one of those people who check their goods/receipts before leaving the store. This is mainly to save the time going back and not to get screwed over by unscrupulous sales agents. In this case I was glad I did. The sales guy seemed to have switched the iPad to a normal iPad whilst “putting it in a bag”. This is where the fun began.

Four sales agents then got involved, all vying to get my attention and say that I was wrong and I opted for the correct iPad which was sold to me. I was having none of it as I know what I wanted when I popped in and what I signed up for. I showed them the advert online –

They started saying I couldn’t have it as it was an online only offer, which contradicts what I was told 30 minutes earlier. I argued this point and explained that if something is advertised as a deal, they must honour that deal but this was quickly dismissed.

As I had paid for/signed a contract for the item I should have been entitled to it. However, it seems that nowhere on my receipt/new contract does it state ‘iPad Pro’ it only states tablet. Therefore, it seemed I was at a loss and EE had the upper hand due to no recorded telephone call or evidence on the contrary to what four sales agents were saying to me.

I had no choice to immediately cancel the contract that I had just set up over the course of 30-40 minutes and leave the store angry and annoyed at their miss-selling and bullying tactics.

I went home and decided to call EE to register a complaint and see if I could do this over the phone. They were helpful and guided me through the purchase, but wanted to charged me £10.00 more per month. Hold up fella, this is not what I can see online…..

I was then told there was an error online and they could not set me up on the iPad contract. This to me was understandable as errors are made, but the fact remained that I and others were being misled into thinking we could get an iPad Pro for £33.30 per month with no upfront cost.

I asked them to make sure my new contract was cancelled down and to leave things as they were. In all honesty this left a bitter taste in my mouth as I felt misled to the extent I was going to contact the Communications Ombudsman.

I have been very busy over the past week with work and life commitments so it slipped my mind. Until today…..

I registered a complaint with the Ombudsman to review and contact EE. They asked me for my complaint reference from EE, which I never received after lodging a complaint. So I decided to contact EE and discuss further. My call was answered by a lady in Wexford, Ireland called Laura. She seemed helpful enough and checked online for the offer that I required.

Unfortunately, she could not locate the offer so I had to go online and find it for her. I could not locate the offer and it seemed the offer was corrected by EE during the time I had not contacted them. So I sent the screen shot above to her and she put me through to Damien who was also helpful. They both explained, after I had mentioned the Ombudsman, that they could allow the offer at the price it was online (£43.20) and they would credit a further £10.00 per month off the deal to allow me the £33.30 I was originally offered.

So I accepted this and await my goods to be delivered by Monday 24th July 2017. I have a 14 day cooling off period if I do change my mind, although I doubt I will. All in all this has been a very frustrating debacle that I expect many others have gone through. Maybe EE should take heed of their errors and put things in place to make sure this doesn’t happen again as I am sure they would rather not get hit by the Ombudsman fees.

Lets hope there are no more issues with EE, especially after the problems I had with Vodafone.

Comments welcome.

 

 

 

 

Natwest

I am a long standing customer of Natwest, over 16 years I think and I have never been so disappointed with their service.

I was checking my online banking a week or so ago and realised I was getting a £6.00 charge which is not something I like.  I checked and I went overdrawn on the 8th October until the 9th October when I transferred some money from another account.  I called Natwest to ask why I was charged as I was not sent a txt or never saw my account go overdrawn (I try to be careful and check daily). I was told that I did go overdrawn on the 8th October, which I knew anyway, and did not put the funds in to stop a charge.  Ok so my fault, I will pay the charge….

However…..

I asked what time my account went overdrawn and I was told that the banking gets done at midnight so it was from midnight the 8th… So my question was, how can I pay anything in to my account or transfer to my account before I get charged on the 9th….???

You see where I am going with this?

The way Natwest do their banking does not allow you to clear the debt on your account before you get charged.  So they make £6.00 per person who goes overdrawn for as little as 2 minutes…. How on earth is this treating customers fairly?

I did get this amount refunded, so thanks Natwest.  I did also set up another txt message service that told me when I am overdrawn and when to pay the money in by to help me out. I thought this was a good idea from Natwest and welcomed the help.

I received a text message on 9th November 2012 at 8:02am that said I was overdrawn by £6.84, so I paid £40.00 in to my account at just after 9am that same day to stop any charges.

BUT….

The charges had already been applied from 11:59pm 8th November 2012.  So the text was late, I paid in late and now have ANOTHER £6.00 charge.

I tweeted to say Natwest are Wankers, I know that was a bit silly of me but I have had enough. I did get a reply from their twitter account but again that was a waste of time as they did not comprehend the issue….

So my choices are as follows:-

• Change banks
• Make a complaint to Natwest
• Ignore it and pay the charge

I think I am going to look at changing banks as this will not change and they will continually try and charge me and other customers in this manner.  It amazes me really as the UK bailed RBS out with taxpayers money and now they are charging us taxpayers again to pay back their debt to us. How does that work?

Views and comments always welcome.

 

TalkTalk @TalkTalkcare

Well, I am quite surprised with TalkTalk (in a good way).  I am with TalkTalk for my internet as they were fast and cheap and to be completely honest I am so far happy with my choice.

I was promised a £25 Sainsburys voucher when signing up just under two moths ago and this has not yet arrived.  So I called TalkTalk and I was on the phone for 8 minutes and they woman decided to cut me off.  So I called back spoke to another lady who told me I had the wrong department and transferred me to Richard in Sales.  He asked me a few questions about what I had done and apologised that it ha not been received.  Then said we do not do those vouchers any longer…..

Oh??

Ok…

Before I could say anything else he explained that he could either return the £25.00 to my bank account or credit my TalkTalk account.  So I was amazed how quickly and effectively he preempted my issues.  Right so which do I choose….??? I had to say credit my TalkTalk account.

This then means I don’t pay a bill this month or next.  Makes sense!!

So I just want to share this with you all and recommend TalkTalk due to the customer service received above.

Let me know if you have any problems or good customer service with TalkTalk.

Ciao

Would You Bloody Believe it…..????

Ok so I have to have a rant about this one today…..

I answered a call today and the guy on the phone asked if he could have 2 policies on 1 bike.  So I explained no, this is due to the person who does not own the bike having no financial interest if a loss is suffered.  He kept talking to his dad and relaying the explanation I was giving him (one thing I hate….) I confirmed he would have to cancel his policy as his dad now owns the vehicle, this made sense as well as his dads policy was cheaper.  Suddenly the dad came on the phone ranting and raving at me, I politely requested he calmed down so I could explain but he was off, there was no stopping him……

So I let him release his demons and tried to explain again.  That was it off he went again, he complained about someone on the sales team telling him he was too old to be on his sons policy. I have never heard so much horse shit.  So I asked him to calm down so I could talk and he shouted at me saying DON’T TELL ME TO CALM DOWN amongst other things…..

Then promptly ended the call saying

“Fuck Off you Cunt”

WOW……

So there is me sitting there shocked at what I have just heard out of a 51 year old (who should know better) mans mouth.

So I have a quick tea break and carried on like a trooper.

I did however check his policy to see if he called back and would you believe it he did.

He also had the audacity to complain about me…..

Unbelieveable!!!!

However what everyone needs to remember and keep in mind when talking to anyone is customer services is:-

WE HAVE ALL YOUR DETAILS…… DON’T FUCK WITH US!!!!

British Gas Pt2

So it has been a month since my last confession problem with British Gas.  Still no £10.00, Still no credit on the account, Still no letter from them.  I have spoken to Norma on the 14/7 @14p per minute for what was over 15 mins.  She stated Tsepo, who is a manager, would call me back.  Nothing at all from them as of today.  To chase this up I spent a further 14 mins on the phone to Promise who stated there are quite a few Normas in the building….. Hmmm She transferred me after keeping me on hold…. Then I spoke to Faith who told me the accept emergency calls only now…… WTF.

So angry with British Gas.