topic Re: URGENT!!! Complaint: EE Misinformation Leading to Overbilling in Contracts & Billing

URGENT!!! Complaint: EE Misinformation Leading to Overbilling

JungHyunLily05_ — Thu, 29 May 2025 05:53:09 GMT

Dear EE Team,

I am writing to formally escalate my complaint, which I have already submitted 3 times via complaints section with no response. This matter is extremely frustrating and unacceptable.

On 28th February 2025, before leaving the UK, I spoke to a member of your EE team over the phone. She informed me that my contract would end in June and advised me to contact EE in June if I wished to terminate. She specifically said there was no point in contacting you earlier. Based on her guidance, I waited.

Recently, I received a message stating that EE would charge me again on 3rd June. This contradicts the information I was given. I attempted to resolve this via your chat service, as I was previously told this would be an available option while abroad to request the contract termination. However, every representative I contacted refused to assist, insisting that only a phone call would be valid. This is yet another example of misinformation from your team.

After several failed attempts, I was finally able to call EE using a paid international calling service. During that call, the representative helped me terminate the contract but informed me I would still be charged £37.76 on 3rd June, despite the termination. He also told me I should have contacted EE on 12th May, one month before the contract end date—directly contradicting what I was told on 28th February. The EE agent on 28th February explicitly told me to contact EE on 12th June, and I marked this in my calendar following her instructions.

I was also informed that I will be charged an additional £36.49 for the period from 26th June to 26th July, but this would supposedly be refunded later. This is completely unreasonable.

Let me be clear:

I left the UK on 28th February 2025.
I have not used any EE services since leaving.
I have continued to pay my bills until my contract end.
I made every effort to follow EE’s instructions and was clearly misinformed multiple times by your staff.
I’ve been forced to pay for an international call just to reach someone.
My UK bank account is now at £0, and I am not returning to the UK.

This situation feels like I’ve been scammed into paying additional, unjustified charges due to your team's poor communication and misleading advice.

I do not agree to the £37.76 charge on 3rd June, nor the £36.49 charge for July. I demand that these charges be cancelled immediately, and I expect written confirmation that no further payments will be taken.

Please resolve this as a matter of urgency.

FYI - My original email address is [edited] but since I was not able to log in with my original email address (think my account is frozen or something) I have created a new account with my another email address to be able to post this urgent matter.

Thanks,

Jung Hyun Lee

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]

Re: URGENT!!! Complaint: EE Misinformation Leading to Overbilling

Rach_H — Thu, 29 May 2025 07:29:57 GMT

Hi @JungHyunLily05_

Welcome to the Community!

I'm so sorry to hear that you've been left feeling disappointed after speaking with our team, and that your complaint has not been resolved after initially reaching out to our team.

As your account will still be active on 3rd June then your bill will still be produced for the month ahead, as normal, as you are still able to change your mind about your cancellation at this point in time, however, once your cancellation has been processed you will be refunded for any overpayment that has been made.

We do not have account access here on the Community, so we aren't able to resolve or help you with this here. When did you submit your original complaint?

Rach

Re: URGENT!!! Complaint: EE Misinformation Leading to Overbilling

JungHyunLily05_ — Thu, 29 May 2025 12:16:09 GMT

Hi Rach_H,

The first compliant was submitted on 27th May at 13:02, followed by additional submissions on 28th May at 04:04 AM and again today at 02:39 AM. All complaints were submitted using my full name and the Gmail address provided in the first post.

As of now, I have not received any response or resolution. I would appreciate it if you could look into this matter and provide an update as soon as possible.

Thank you for your attention.

Jung Hyun Lee

Re: URGENT!!! Complaint: EE Misinformation Leading to Overbilling

Rach_H — Thu, 29 May 2025 12:34:34 GMT

Thanks for getting back to me @JungHyunLily05_. Our complaints team currently have a response time of 7 days, which is likely why you've not heard back from them yet, but they will respond sooner if they are able.

Rach