topic Re: Mis sold but charged for plan. No simcard sent. in Contracts & Billing

Mis sold but charged for plan. No simcard sent.

KatTab — Wed, 15 Oct 2025 09:21:34 GMT

Last Friday I agreed a plan £9 for 30gb a month on the phone with EE. I have a photo of the agreement I signed.
£9 was charged to my bank account, as a direct debit. I then got an email saying that the plan was £10 for 5gb. I phoned EE. After this and a further long call I found out that I had been mis sold the plan. A man called William said he would raise a customer complaint and phone me back on Saturday. I have heard nothing further. No simcard has arrived.
I have spent a great deal of time on the phone about this. I am supposed to be switching from another provider and gave EE a pac code.

I am now left in limbo and dont want to have to phone EE again.

What should I do?

Re: Mis sold but charged for plan. No simcard sent.

KatTab — Wed, 15 Oct 2025 09:30:02 GMT

I do not have the option to use chat even though the person who mis sold me the plan told me I would. This was an EE person at I think he said North Tyneside.

Re: Mis sold but charged for plan. No simcard sent.

Ali_A — Wed, 15 Oct 2025 12:50:56 GMT

Hi @KatTab

Welcome to the Community Forums.

I'm really sorry to hear of the confusion you've been facing with your new account with us. It's certainly not the experience we expect for any customers, especially when you're joining us new.

I know you'll be keen to get this resolved as quickly as possible, so I'd recommend giving Customer Service another call where they will be able to check the notes and update you with the steps being taken.

Online chat is accessed through the EE app for al Pay Monthly contract customers. For this to be available in the EE app, you'll need to register your online account and link it to your Pay Monthly EE mobile number.

Please keep us updated with the progress of your query

Ali

Re: Mis sold but charged for plan. No simcard sent.

KatTab — Wed, 15 Oct 2025 14:12:21 GMT

Thank you, but I am less than impressed with EE and will stay with my existing supplier.

Please refund me the £9 you charged me and I will stop the direct debit with my bank.

This note serves as written notice that this is what I wish to do.

Re: Mis sold but charged for plan. No simcard sent.

Ali_A — Wed, 15 Oct 2025 14:24:41 GMT

This is a member centric Community Forum with no account access, @KatTab

Sorry to hear you're looking to cancel your SIM. I'd still recommend giving Customer Service team a call as they will be in the process of resolving the issue.

However, if you do still want to go ahead and cancel, 14-day returns/cancellations are now processed online at our Returning a mobile device or SIM (within 14 days) | EE page.

Once you've filled out the form a guide from the returns team will contact you to confirm the next steps.

Ali

Re: Mis sold but charged for plan. No simcard sent.

KatTab — Wed, 15 Oct 2025 14:30:20 GMT

I have not been sent a simcard. William who took my call on Saturday told me that he had raised it as a complaint. I have no correct contract to cancel.

Re: Mis sold but charged for plan. No simcard sent.

KatTab — Wed, 15 Oct 2025 14:31:34 GMT

I don’t. Ind sending a photo of correspondence so far by email to someone, but i am not going to have another wasted hour on the phone.

Re: Mis sold but charged for plan. No simcard sent.

bristolian — Wed, 15 Oct 2025 15:12:43 GMT

@KatTab wrote:
This note serves as written notice that this is what I wish to do.

Posting on a public internet forum with no access to individual customer accounts, unfortunately does not class as "serving written notice"

Re: Mis sold but charged for plan. No simcard sent.

Schockwave — Wed, 15 Oct 2025 18:32:20 GMT

@KatTab , just to add, SIM cards are sent out by second class post, so depending when you requested it, will depend when you get it, as it will be down to the Royal Mail to deliver the SIM card.

Re: Mis sold but charged for plan. No simcard sent.

KatTab — Thu, 16 Oct 2025 09:38:03 GMT

My bank will require something in writing. I already had three phone calls with EE. They were supposed to have raised a complaint and get back to me. I will wait until Friday to see if the sim arrives. Then I will cancel the direct debit. I notice that EE do not put much in writing, but fortunately I took a photo of the contract I signed, which EE tell me I was mis sold.

Re: Mis sold but charged for plan. No simcard sent.

Ali_A — Thu, 16 Oct 2025 09:48:17 GMT

@KatTab You don't need to have received the SIM cards to be able to exercise your right to cancel within the 14 days.

If you have the temporary EE mobile number and other details from your calls with Customer Service, you can use the returns form to cancel the new line. As it's only a SIM, there would be no requirement to send it back to us. The team will cancel at your request if you're eligible to do so.

Hope this helps!

Ali

Re: Mis sold but charged for plan. No simcard sent.

KatTab — Thu, 16 Oct 2025 17:06:31 GMT

It would have been helpful if you could have told me that I could email channel.returns@ee.co.uk

Amusingly they have sent me a survey. I gave them a zero score, but it would not send. I am not going anywhere near this company.

Re: Mis sold but charged for plan. No simcard sent.

KatTab — Fri, 17 Oct 2025 08:32:05 GMT

Unbelievable. They are sending me a cheque to refund my money. I don’t live near a bank. That is disgusting.

Re: Mis sold but charged for plan. No simcard sent.

bristolian — Fri, 17 Oct 2025 09:30:18 GMT

@KatTab wrote:
They are sending me a cheque to refund my money. I don’t live near a bank.

Most banks these days offer cheque pay-in over a mobile app or by post. Post Offices also have basic banking facilities for most high-street names, including cheque pay-in.

Sounds like you've got cause for complaint with your bank if none of these options are available - I'd be interested to know who you bank with.