EE Introduces Customer Service Queue Jump For 50p Per Call

EE, currently the UK’s most complained about operator, is risking infuriating its customers even further by introducing charges for some calls to its customer services and by allowing some to jump the queue by paying a 50p premium.

The operator’s new ‘Priority Answer Service’ promises customers that if there is a queue, the payment of an additional fee will see them pushed to the front.

TechWeekEurope called EE’s customer service earlier today and although we were told our call would be prioritised if we paid the 50p, we were not informed whether there was any queue that required us to push to the front. After electing not to pay the charge, our call was answered within a minute.

EE customer service charges

New customers who take out a SIM-only plan will now be charged 25p for all calls to customer services after the first 30 days, while anyone calling an ‘after hours’ service between 8pm and 10pm on weekdays and 6pm-8pm on weekends has been charged 50p since April.

EE has defended the charges, saying they are necessary to support its ongoing investment in its retail stores and contact centres.

“EE’s goal is to set the highest standard for customer service in the telecoms sector. To support that ambition we’re investing significantly in our retail stores, contact centres and account management websites and apps,” a spokesperson told us.

“We’ve already committed to returning over 1,000 roles to the UK from overseas call centres, and have already opened two new UK centres. To contribute to this and other investments in service we have introduced some small charges for certain customer services.”

According to Ofcom, EE is the most complained about mobile operator in the UK, with 0.12 complaints per 1,000 customers. It also generates the most broadband complaints, with 0.42 per 1,000.

Ofcom had not responded to requests for comment at the time of publication.

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