Hi @paigestewartxx3 ,
From one customer to another, I'm very sad to hear of the bad customer experience you have had. I wouldn't want myself or friends and family to unnecessarily pay an additional GBP 300 over what would have been achievable in hindsight as it leaves a bad taste in the mouth and one looks more unfavourably on EE in terms of ethics and fair dealing between a highly knowledgeable party and a less knowledgeable party.
You may wish to review the two links below to put things into context.
Your main hope of redress would be if EE has failed to do one of the things it has committed to Ofcom that it would do so that you could request a refund of some proportion of GBP 300 as a gesture of goodwill.
https://www.independent.co.uk/news/business/news/mobile-phone-contract-payments-providers-bundle-han...
https://www.ofcom.org.uk/about-ofcom/latest/media/media-releases/2019/new-measures-fairness-for-mobi...
New transparency rules. Under the new EU rules, which must be implemented by the end of next year, mobile customers entering into a bundled contract will be told the cost of buying the handset and airtime separately. We want to introduce this for UK customers as quickly as possible, and will set out our plans in the coming months.
Mobile bills reduced
Finally, we have also challenged industry to take action. Today we are announcing commitments from a number of the UK’s biggest mobile companies to reduce customers’ bills.
- Virgin Mobile will move its out-of-contract customers to the equivalent 30-day SIM-only deal.
- Tesco Mobile will reduce the monthly charges of out-of-contract customers who are overpaying to the best available airtime tariff.
- O2 will reduce the monthly price of its out-of-contract customers to the equivalent 30-day SIM-only deal. This will apply to its direct customers only, but O2 will discuss options for customers who take out O2 contracts with third-party retailers.
- Vodafone and EE will reduce their prices for customers out of contract for more than three months. Both companies will confirm the level of this discount before the end of the year. We expect their discount to take into account the level of savings available if customers switched to a comparable SIM-only tariff.
Three is the only major provider that has refused to apply any discount to its out-of-contract customers. As a result, these customers will continue to overpay and will not receive similar protections if they stay on their current deal.
All of the discounts will come into effect by February 2020.
https://ee.co.uk/help/help-new/managing-and-using-my-account/leaving-ee/end-of-contract-notification...
When will I get an end of contract notification?
We’ll send you a reminder at least 14 days before your contract ends.
We’ll also tell you what offers, deals and tariffs are available, which are based on your data usage and current price plan.
What are Annual Best Tariff Notifications?
We send Annual Best Tariff Notifications if you've been out of your original contract for at least 12 months and haven’t already made changes or upgraded your original tariff.
The notification reccomends a new standard plan and tarrifs tailoired to your needs. The reccomendation is based on your personal usage.
You'll get a notification 12 months after your original contract ended.
What is the Out of Contract discount?
Most customers contact us before going out of contract but there will always be a few who don’t and this could result in missing out on good deals.
We want to make sure we provide a fair deal to all customers. If you previously took out a handset with us as part of your original deal and you’ve been out of contract with us for 3 months, we’II offer you a 10% discount, on top of all other discounts like Friends and Family.
