topic Re: Phone contract not what we’d agreed to when upgrading in Mobile Services

Phone contract not what we’d agreed to when upgrading

TonyPrice — Fri, 19 Jul 2024 17:07:52 GMT

Upgraded over the phone to iPhone 14, 25mb data, doubled to 50, price matched to Tesco mobile. All good till the 1st bill arrived. £15 more than expected, 5mb of data. Phoned to query, but have no email or text to confirm details of new contract. EE have raised a complaint (twice) and are trying to review the actual call to see what was committed to. I’m expecting a call back on Monday (global IT issues have mucked things up today) to hopefully vindicate me and instate the contract and costs I’ve agreed to (for 2 phones). Anyone else have similar experiences and resolution?

Re: Phone contract not what we’d agreed to when upgrading

Chris_B — Fri, 19 Jul 2024 17:14:37 GMT

@TonyPrice it’s Gb not Mb. Also EE don’t price match and never have they just already had a tariff they could offer you.

And if you look on the EE app under Manage>see your plan and device> then select your account summary. That’s the contract.

Re: Phone contract not what we’d agreed to when upgrading

TonyPrice — Fri, 19 Jul 2024 18:12:35 GMT

Thanks Chris - maybe they had enough options to reduce the price to get to an acceptable price point. However, the contract agreed to over the phone is miles away from that which is in the app. £35 per mth not the £50 I’m charged and 5gb(thx!) rather than the 50 I’d agreed to. Whilst writing this, EE called and have now agreed to what they contracted to. £35 a month, 50gb days, iPhone 14. As contracted and agreed, having listened to the phone call and in the absence of any other evidence. Several calls and wasted time but got there in there in the end.

Re: Phone contract not what we’d agreed to when upgrading

Chris_B — Fri, 19 Jul 2024 18:41:36 GMT

@TonyPrice Glad you got this sorted.