I have been a T-Mobile customer since i was old enough to go out and earn money on my paper round. I have been a loyal customer through the years, only leaving T-Mobile to move to over to Orange when my friend offered me a friends and family 40% discount code on Orange.

I have had the friends and family discount with Orange for 4 years - in those four years i was a relatively happy customer. Even using a wide range of the benefits given by the firm for having a contract with them.... who doesn't love Orange Wednesday and a discount at Pizza Express?

Coming up to the end of September i noticed that my two year contract was coming to an end. Knowing this i thought i would shop around and look at what deals and phones were available to me to find a contract and a phone to suite my budget - like any sensible man would. After shopping around online and visiting Phones 4 U in Harrogate i came to the conclusion that sticking with Orange (Now EE) was my best and the cheapest option as i wanted the new I-Phone 5C. With the F&F discount i would receive a fantastic deal.

When i phoned the customers services team they were more than happy to help me upgrade my phone and renew my contract. We negotiated a great deal; the new I-Phone 5C with unlimited everything for just £35ish a month once my friends and family discount was taken off the final bill - fantastic right?

Well the phone arrived on time within a week as promised and it was only until the day i got my first bill i found i had a problem. It had appeared to me that the company had overcharged me on my upgraded, failing to take an promised upgrade discount away when they should have... making my bill £70 instead of £35-40ish. After speaking to a nice women she offered to return the money they had over charged me.

Still annoyed at the fact that is was their error that led me being overcharged i had a bit of a dig at the company via the women. I was then happy then happy to see after a few days the money returned to my account. 

One month later my next bill hits my inbox, another £70+ bill. Dumbfounded i got on the phone again to question the charges. Apparently we had extra charges outside of my price plan added onto the bill that made it up to that amount... We were puzzled, who did we ring, how much did it cost and for how long to spend an extra £40 in one month?

After another employee dug down into my account they then found that yes i did have extra charges to a 0800 number, but it wasn't for a large amount they had initially thought. Apparently everyone at the company failed to notice that i had the friends and family discount on my account.

We then proceeded to ask the employee if they could make sure that the discount was added on immediately for future bill, which they then did. We the quizzed the employee over a refund for the overcharged amount? The answer we got was no, no chance. 

Apparently the discount is a good will-gesture and they wouldn't be able to add the discount on my last bill... so because of an employee at EE not transferring/adding the discount on to my account like they should have, i am now out of £35 pocket. It is not the biggest amount of money ever but at this time of year it can go along way -As a young family we need all the money we can get. 

We then asked to be put through to a manager because we felt that we were unfairly punished because of an internal error and only upgraded through them because of the discount. If i knew i had to pay an extra £35 i would have gone elsewhere for my new contract.

You would have thought that they would had a little more compassion and understanding. Human error is unavoidable i understand that, but for them to incur an extra charge on my bill, not really apologizing or offering to refund the money makes me feel sick. The manager was unhelpful, unkind and unwilling to communicate on the matter and kept fobbing us off by repeating their policy.

I honestly had respect for the company one upon a time, but now i have had this series of unfortunate events i have to say that that EE have lost a once very local customers.

Have you ever had any bad experiences with EE? Other people have had problems as well and those people have started Facebook Page: I hate EE