Linda didn’t know she hadn’t hung up

IT is a heart-warming thing when a big firm stops, takes a look at what it has been doing, and decides that it can do better.

Even if Raw Deal sometimes has to gently push them into action.

Mrs Linda Lowden, of South Shields, hasn’t been well recently.

After a fall she hasn’t had full use of her hands. When she makes a phone call she often drops the phone and, sometimes, without knowing it, doesn’t properly press the button to hang up.

Coupled with the medication she has had to take, she freely admits she hasn’t been as focused as she might have been. It happens to us all when we aren’t well.

Linda was shocked, however, to receive a bill from EE for more than £2000. Some of her calls had gone on and on without her knowing.

She sent a doctor’s report to verify the problems she’d been having, but EE didn’t seem to take much notice.

Linda’s carer wrote to us and Raw Deal got on to EE to point out this was a special case.

An EE representative phoned Linda, who was in hospital at the time, and showed the company’s caring side.

The representative was very sympathetic and reassuring and asked Linda to get back in touch when she was back home.

Linda did just that and EE have refunded more than £900. Linda is happy with that.

She dictated another letter to her lovely carer which said: “I’m delighted and thankful for the outcome with EE through your intervention, Raw Deal. My heartfelt thanks.”

Get well soon, Linda, from all here at the Raw Deal team.