We moved our business mobile services to EE following assurances about service quality and account support. Unfortunately, our experience since signing has been extremely disappointing.Since December 2025, we have been attempting to obtain valid VAT invoices for our business account. Despite multiple calls, repeated requests, and a formal complaint to both EE and BT, we are still without the required VAT documentation.Over the course of several conversations with different EE representatives, we have been given contradictory explanations, including:• Receiving a text each month to say out bill is available to download online but then being told the online portal had been down for months• Being told VAT invoices had been requested and would be issued• Being told there was a “technical glitch”• Being told there was never a glitch and that EE did not have our VAT number which they claimed was the real issue (despite never previously requesting it)• Being promised invoices by specific dates which were not honoured• Being promised a complaints team call back within one week – which never happenedWe were offered a £30 inconvenience payment, which we declined, as we required resolution rather than compensation.As a VAT-registered business, access to valid VAT invoices is a basic compliance requirement. The ongoing failure to provide them, combined with the lack of clear ownership or accountability, is extremely concerning.I would welcome contact from a senior member of the EE complaints team who can take ownership of this matter and ensure the outstanding VAT invoices are issued without further delay.
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