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EE emails customer calling him a f*****g c**t

Charlie Doherty
Charlie Doherty



EE has apologised for calling a customer a 'f*****g c**t' in an email.

Carpenter Charlie Doherty, 18, had been arguing with a call handler who refused to accept a £35 bill payment over the phone. He admits that during the conversation he said something rude.

The call handler hung up on him - and minutes later an email arrived.

"Hi, This is an email confirming your order with EE has now been cancelled and any refunds required have now been raised," it read. "Same to u ur a f*****g c**t."

"I was shocked. It is one thing being rude on the phone in the heat of the moment and regretting it and another thing all together sitting down and sending a sweary email to a customer," Charlie tells the Sun.

"But I did have to laugh a little because he still finished with 'Kind regards EE'."

It's one of the rudest company responses we've ever come across - far worse than the recent Facebook comments from Monica Shaw, manager of Falkirk restaurant the Canada Wood Kitchen and Bar, in which she suggested that a disappointed customer should 'grow a set'.

EE is horrified, has apologised, and says it's taking 'appropriate action' against the employee concerned.

But the company does have a poor record on customer service, even though this doesn't usually extend to swearing at its customers. Just two months ago, the company was fined £1 million by Ofcom over its handling of customer complaints - one of the highest fines the regulator has ever dished out.

It hadn't provided certain customers with accurate or adequate information, said Ofcom, or their right to take complaints to an independent body.

"Ofcom imposes strict rules on how providers must handle complaints and treats any breach of these rules very seriously," said Claudio Pollack, Ofcom's consumer and content group director, at the time.

"The fine imposed against EE takes account of the serious failings that occurred in the company's complaints handling, and the extended period over which these took place."

EE Plans £1.5bn 4G Network Boost
EE Plans £1.5bn 4G Network Boost



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