By Edward Trower-
Mobile network EE has been told to stop exploiting customers ignorance after it was discovered that customers have been charged at higher rates than available packages with good deals.
Customers who go to an EE shop and attempt to buy phone credit via vouchers, are rarely ever told of the available packages that give them special deals.
Under EE’s services, customers who are not on a contract can can obtain 1,000 mins of call time for 10 pounds, and 1500 mins for 15 pounds. However, when charged at a normal rate without the vouchers, the provider charges the standard rate of 30 pence a minute, meaning that the credit can run out pretty quickly. The Eye Of Media.Com has discovered that EE has on numerous occasions charged denied customers their available package of deals by charging them the more expensive flat rate, even when the customers had asked for the special deal available.
A number of experiments at various EE locations in London and other parts of the country, we examined the claim that this provider generally does not appear to notify customers of their existing deals, choosing instead to charge them the most expensive option. In fact, on three occasions when our representatives ordered a 15 pounds voucher credit, they were charged the standard rate of 30 pence a minute, depriving them of the full benefit of a 30 day package with 1,500 minutes. When asked why they had failed to supply the correct deal, we were told the package wasn’t requested. However, subsequent checks on their recorded messages revealed they had failed to implement the correct requests.
The company has apologized for its errors, but it has been repeated a few times.When asked why EE staff do not automatically notify their customers about their package deals, representatives from 7 branches including Islington, Mile End, and Romford all stated that customers should request package deals if they want it. However, the Eye Of Media.Com has notified the provider of the circumstances under which they erroneously provided the wrong package to their customers, who were members of our team, on 4 separate occasions. It will make it much easier if they were to inform all customers of their right to various packages, but some EE staff seem to prefer to exploit the ignorance of unsuspecting customers.
Why would they not inform customers of their packages on offer anyway? EE staff said because customers might not need the deal, a conclusion they conveniently arrive at without any just explanation. EE personnel on the phone could also not give any logical reason why they would not inform a customer of the varied packages they offer, unless the purpose was to exploit. One bright 23 year old pretty staff from Southend EE store called Crystal, told The Eye Of Media.Com that in some cases, old people who use their phone sparingly may be content with the standard rate, without the 30 day limit that comes with the special packages, and so may not need call time deals that force them to return to buy another voucher.
”Ok, this was the smartest explanation for EE’s silence on deals, but not everybody is old and the network provider should notify all its customers as a matter of principle. ”A spokesperson from EE told The Eye Of Media.com : ” the misinformation of customers who buy the wrong package is unfortunate, but none of our staff deliberately mislead the public. At least each error made has been met with compensation”.
EE in fairness compensated our guys on each occasion, the last time awarding him with a free 30 pounds package as a good gesture. The experience has led to other mobile networks being scrutinized to see how far the bad practice goes. Vodaphone, Orange, and other networks are currently covertly undergoing similar tests.
