EE introduces 50p call queue-jumping charge

EE introduces 50p call queue-jumping charge

Mobile phone operator EE has introduced a charge to receive a faster response on its customer service telephone lines. An automated message invites customers to use the priority service for the cost of 50p. The charge applies regardless of how long the call lasts.

By paying the fee, customers can jump to the front of the queue to get their queries answered by the operator's staff.

According to the EE website, the priority answer service is available to all customers on pay monthly and SIM only plans calling the network's helpline.

'Our priority answer service gives you the choice to get support even faster for just 50p per call when you call 150 and want to speak to customer services,' said EE on the website post. 'It’s always available so if there's a queue, you can be moved towards the front.'

EE explained further: 'If you're on a plan that includes standard charging for customer services at 25p, you'll only be charged an extra 25p for priority answer - so the total for the call with priority is 50p.'

The operator's competitors Vodafone, O2 and Three offer free customer service to customers who are calling from phones on their networks.

When contacted by Mobile, a spokesperson for EE said: '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.'

The company spokesperson continued: '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.'


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