He sends me an email of the complaint to confirm the £60 was actually applied. I explain to the agent the nightmare I am having, he agrees to credit my account £60 which didn't give me any hope as the agent I had literally just spoken to agreed £20 credit, but what do you know? NOT showing on the account. The connections team resolves the issues on the account and transfers me back to a new agent in sales who I have to go through all this spiel with all over again. By now I have probably been on the phone for an hour. He transfers me to the connections team, who gets this sorted at long last. He says they're not able to place the order because I have BT TV on the account currently but want to remove that, but the migration system will not allow them to do so. He reads all the T&Cs which takes ages, but cannot place the order on his end. This was on the new EE platform which at the time I thought you had to be moved to but apparently not had I known this I would have never migrated. They agree a £20 credit as he cannot actually find any record of a complaint so this is simply a gesture. I negotiate with this agent and we agree £41.99 for the broadband + digital voice with unlimited call package. The contract is not up until March, so I am told to ring back then for the best deals.ģ0 March - I ring up to renew and find out that there are still no complaints logged on the account and not even the credit for the service charge was applied. They agree a £30 good will credit as well as the £11.99 for the service charge. I dread to think the nightmare it would have been to get out of had this not been the case, as the service was very expensive.ġ7 January - I call up to chase the complaint and find out it was not logged. And luckily we were still in 14 days of the order being placed so it was able to be reverted. I lodge a complaint because of the mis-selling (which they were meant to ring with the outcome of but never did - as the service charge needed to be refunded). A service charge was also applied to the account, with an order for Hybrid Connect.Ģ4 December - I realise that the account has been renewed and call up to ask what's going on. She had no idea she had renewed, it would not be possible to leave a phone call not knowing you have placed an order as they have to read all the T&Cs. The advisor placed her on a new 24 month contract, and used the email to send the order confirmation. She was told there would be no charges for the engineer visit, and no charge on the account. As part of this, she was moved to the Digital Voice service, which I know had to happen anyways.

Mid December - My elderly family member calls up because of a fault with the telephone line. I'll list a timeline below but will do my best to summarise! Hi everyone - I'm having a bit of a nightmare helping with a family members account I manage, and I'm hoping the community can shed some light on the best person to speak to, having known how helpful it has been in the past.

Tv guide charge