From: Siarul Islam (DWI - UK/London) Sent: Tuesday, May 05, 2015 11:41 AM To: Sean.Quinn@ee.co.uk; Lindsay, Vanessa (Vanessa.LINDSAY@ee.co.uk); Frater, Dawn (Dawn.FRATER@ee.co.uk); Siarul Islam (DWI - UK/London); 'siarulislam@hotmail.com' Subject: FW: ORANGE ACC <removed from here, can be supplied>
Hi Sean
As discussed today, I will describe the situation below again:
ISSUE:
I upgraded from Orange to EE.
You billed me twice and I am due a credit of 55.97 since Nov 24th.
On January 9th after numerous call as per e-mail below, dawn Frater confirms that cheque will be made in my name.
It was not made in my name and I received on in company name. I called on February and I was told it will be re-issued in my name.
Since then I have called numerous time, escalated/e-mailed and still I am awaiting for my cheque.
WHAT YOU TOLD ME TODAY IS
-you issues a cheque on 2nd March! I never received it.
- so you cancelled and re-issuesd another one on 8th April.
- I spoke to your team on 17th and was promised I will have it on 22nd April.
- I called since then few times and requested callback from managers as your advisers could not help BUT there was no callback.
I cannot keep spending 30 minutes every week to chase for this payment.
When are you going to make the payment.?
Why can you not pay the bill to my account or adjust with my EE bill since I am using same number on EE.
Why did you NOT advise during upgrade that this is completely two different company, I would have moved to a different provider. The reason I stayed with EE is to exactly avoid these sort of issues since you portray this as one company !!
I cannot wait another month for the refund. And why is it that your cheque letter do not come but bills are coming to my home every month.
I am surprised that you cannot talk to your Payment Processing team while clients are complaining and you can only rely on e-mail to talk within your own company!!!!
YOU AGREED TO DO THE FOLLOWING:
Call me back on Saturday 9th May and confirm when you will make a Bank transfer to my account? You will also e-mail me a response with dates and payments.
If not, and you will send another cheque, I want that via Fedex and EE to e-mail me the Fedex delivery tracking.
Failure to the above,
I will cancel my EE contract due to poor service and I will withhold my next payment.
Please take this as a formal complaint.
If I need to put this in letter by post then let me know and I will do this also.
Thanks
Siarul
+44 7532 467 046
I
From: Frater, Dawn [mailto
awn.FRATER@ee.co.uk] Sent: Friday, January 09, 2015 12:03 PM To: Siarul Islam (DWI - UK/London); Lindsay, Vanessa Subject: RE:
Hi Siarul
This letter is perfect and i will enure your refund is processed to you as a cheque as requested in the letter
Many thanks
Dawn
From: Siarul Islam (DWI - UK/London) [mailto:siarul.islam@dragonwaveinc.com] Sent: 09 January 2015 11:30 To: Frater, Dawn; Lindsay, Vanessa Subject: RE:
Dear Lindsay/Dawn
Please see attached.
Let me know if this is sufficient.
Regards
Siarul
From: Frater, Dawn [mailtoawn.FRATER@ee.co.uk] Sent: Wednesday, January 07, 2015 8:05 PM To: Siarul Islam (DWI - UK/London) Subject: ORANGE ACC <removed> can be supplied
HI
Please accept this email as confirmation that we no longer have and active direct debit on your account above and will not be debiting the wrongly charge 24th Dec bill if 55.97 out of this account, we have applied credits of 72.76 inc vat AND WITH THE AUTOMATIC credits where the line as has now been terminated will give a total credit of 111.94 inc vat.
Sadly since transfering you to our domestic helpdesk Ive had it reconfirmed that we would need a disclaimer send over in the business name on company letterhead stating to authorise the cheque being made payable in your personal name. If this is not recieved the cheque will automatically be send out in your compnay name and will be only reissued when this has been sent back to us with the required disclaimer.
Please could you forward this to me and i will have this ready for the refund date.
Thanks
Dawn Frater
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EE Limited Registered in England and Wales Company Registered Number: 02382161 Registered Office Address: Trident Place, Mosquito Way, Hatfield, Hertfordshire, AL10 9BW