-----Original Message----- From: Executive Office [mailto:[email protected]] Sent: 23 July 2014 18:34 To: Subject: FW: NOTICE TO CEASE AND DECIST Case Reference: 2213117 Account Number: 12909252 Dear , Thank you for your emails received between 18 and 21 July regarding your request for Orange/EE to cease and desist all text messages. Please accept my sincerest apologies you have received numerous text messages over the past few days which you feel have invaded your privacy and caused stress and harassment. Your comments regarding the problems you have encountered in attempting to stop the additional texts are fully acknowledged. I am sorry you were led to believe the texts would be stopped after speaking three times to Customer Service. At the point you spoke to them, it had yet to be determined that this was an system issue. Please allow me to advise the agents you spoke to did make amendments on the system to change your consent for contact by text message to declined. However, this change would not have stopped service messages Once this issue was highlighted to us, it was passed to our Incident Management team to investigate and resolve. Following multiple investigations, it was discovered there was a problem whereby a server was not receiving confirmation the text had been successfully delivered. This caused repeat texts to be sent. I can appreciate how frustrating this must have been to a customer of such longstanding. Our technical teams have stopped the scripts which send out the Magic Number texts and are currently working on additional preventative measures to ensure this incident is not repeated. You should not have received any further texts following these changes on Monday which completed overnight. We are committed to providing excellent customer service and it is unfortunate that it appears not to have happened on this occasion. I thank you for bringing this issue to our attention so that it could be investigated. Feedback from our customers is always welcome as it allows us to identify areas where the level of service has fallen below the standards our customers expect. This can be then used to drive forward change to improve the service we offer in future. I note from your emails your intention to bill us £50.00 per text as a fine. Regrettably the payment of any fines in relation to this issue is something we have not agreed to. As such I must inform you that any bill we receive will not be paid. Also as this was an unexpected system issue, no compensation will be offered in this instance. Please allow me to reiterate my apologies and I trust the above explains why we were unable to immediately comply with your request to stop the text messages. Yours sincerely Derek Lean Executive Office, EE NOTICE AND DISCLAIMER This e-mail (including any attachments) is intended for the above-named person(s). If you are not the intended recipient, notify the sender immediately, delete this email from your system and do not disclose or use for any purpose. We may monitor all incoming and outgoing emails in line with current legislation. We have taken steps to ensure that this email and attachments are free from any virus, but it remains your responsibility to ensure that viruses do not adversely affect you. EE Limited Registered in England and Wales Company Registered Number: 02382161 Registered Office Address: Trident Place, Mosquito Way, Hatfield, Hertfordshire, AL10 9BW
Posted on: Wed, 23 Jul 2014 21:27:15 +0000
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