I think it will be easier to copy the message I have sent to EE with regards to our latest issue (Key word there LATEST, suggesting this isn't the only issue we've had) -
"Hi This needs to be read thoroughly and sorted immediately as I am disabled with a number of mental health issues.
My partner had his phone stolen on Monday. EE shop said they can give him a new one, that someone will deliver it. The man turned up Tuesday with the new phone and asked for the old phone. My partner was obviously like WHAT? It was stolen how can i hand the old one over? The man left not giving him the new phone. He had to phone again for them to say they are 'so so sorry' with this delivery mans behaviour and that they are removing this "£25 fee". My partner then said "I need to know for certain that this time it will be coming" and they said it will be coming yesterday between 6pm and 10pm. They printed off the paper and my other half asked them to read it out through the phone to confirm that it is that date, time, name and address.
TICK TOCK half 10pm (I need a lot of care in the evenings and need to be in bed at about 10pm so you can imagine the hindrance) NO person delivering the phone. I was absolutely furious at this point. To know there was nothing I could do to help my partner
When he went in to ask them in store about the phone he was also told in store that he will get a free tablet for being a long time customer (EE since it was born and Orange before that) and when he told me i said WHAT WHERE? What do you have to do to get it? If you get a free tablet why didn't they send you home with it? (This is when he visited in store East Grinstead to arrange the first delivery of the new phone)
He then phoned again this morning for which he had to take time out of work to do as they refused to pay him for being on hold to a company... He has now been told the same thing that they will deliver the same time today between 6-10. He is working 7am until 10pm and not home until half 10 and I am here alone, and as I have mentioned I am ILL and can't open the door. I was attacked by a delivery man last year and can't do that again. Do you see the severe effects this has? Just for not doing what you promised you were going to do for one customer? The knock on effect that it has...
We also have broadband with EE and I just can't do this any more. IF this is the level of customer service I just think what happens if we need help with internet? So we could just move to BT and not have all this hassle when things go wrong
Before you assume "OH well some person can't use their phone so what just means they need to use something else" We do not have a home phone or any other phone, that is the phone we need for emergencies. THAT is the phone that is used to phone my support worker or the ambulance when something happens to me with my health issues. We have not been able to do that. It makes me feel sick to my stomach enough that there are people in this world that think it's okay to TAKE something from someone else. To STEAL. It makes me so so sad.
Before you tell me to phone the help number i cannot use the phone even if we had one."
Their reply hours later... "unfortunately we don't have access to accounts here and can only ask you to call at your earliest convenience for further support with this issue. You can reach them on 150 from any EE handset or 07953 966 250 from any other phone. " (!)