Please be advised we have received the following compliance notification from EE.
We are seeing a large number of escalations at BT where customers have experienced issues getting through to an advisor having been provided with a customer care line by an EE customer care agent from our Charge to Bill number checker;https://ee.co.uk/help/help-new/billing-usage-and-top-up/understanding-my-bill/third-party-services
Please be aware that for every customer care line found to be non-functioning, BT will issue a Red card. I therefore encourage you and your clients to check that your advertised customer care lines are fully functional to avoid receiving unnecessary Red cards, escalations to the PSA and to ensure that customers can get redress and that confidence in Charge to Bill as a payment mechanism isn’t damaged.
Please ensure that all customer care numbers are tested on a regular basis and are confirmed as functioning.
Please do not hesitate to contact us if you have any questions.
Fonix Compliance Team