Mis-sold contract - Have call recordings- Next steps?

Olddogbrown — Sun, 31 Aug 2025 12:47:58 GMT

Hi all, just looking for some advice before I restart this contract dispute. I know this isn’t an office channel just looking for advice.
TLDR: signed up for a contract unknowingly being sold that i could cancel anytime with no fee like a month to month. Resulted in a surprising debt notification months later. Now have the call recordings from a data request that proves the salesperson mis-sold, no mention of 24months, and clearly stating cancel any time.

Next steps? Just try calling support again during working hours or is there a better avenue to raise this? It has affected my credit rating so I would like to escalate and be reimbursed. The call recordings are very matter of fact.

I dread calling them again after so many bad experiences with EE.
—-

long version

I signed up to a 24m contract thinking it was cancel anytime month to month. The sales person knew I was not going to live here for longer than a year, and clearly stated and was under the assumption I could cancel any time with no fees, just like my month to month sim plan.

After several let downs from the EE sales and billing’s teams (investigating but then closing the investigation and not telling me, sending my contract into debt…etc) I submitted a data privacy request and now have my original sales call recordings where the sales person says I can cancel any time.

Anytime I have called customer support the team has been a HUGE letdown in terms of follow ups and knowledge. I’ve still never recieved an email about this contract, and only a single physical letter when it went overdue (didn’t know I had it).

I have not activated the sim or used the plan. It’s been a few months as I have been too busy to deal with it. I have paid it monthly for now wince finding out it was a contract and not monthly.

Advice on next steps? And any experience with this type of sales behaviour?

Cheers!

Re: Mis-sold contract - Have call recordings- Next steps?

XRaySpeX — Sun, 31 Aug 2025 13:11:14 GMT

You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

Re: Mis-sold contract - Have call recordings- Next steps?

Christopher_G — Sun, 31 Aug 2025 13:37:30 GMT

Hi @Olddogbrown

Welcome to the community.

I'm really sorry to hear of your experience. If you fill in the form that @XRaySpeX posted, our complaints team will look into this and discuss the next steps with you.

Thank you.

Chris

topic Mis-sold contract - Have call recordings- Next steps? in Contracts & Billing

Mis-sold contract - Have call recordings- Next steps?

Re: Mis-sold contract - Have call recordings- Next steps?

Re: Mis-sold contract - Have call recordings- Next steps?