topic Re: Complaint in Contracts & Billing

Complaint

Profile closed — Wed, 04 Mar 2026 14:31:05 GMT

4 days off a contract end after 9 yrs and been told I will have to pay. Disgusting!! Also send back old equipment 9byears old from BT or I will be charged 150 pounds, what an absolute delight EE took over BT. I want to complain before I go to the omnibus channels

Re: Complaint

Profile closed — Wed, 04 Mar 2026 14:06:02 GMT

If love that too. My contract is up 1st April, ive just cancelled as moving and been told I will have a fee to pay as 30days is out by 4 days

Also send equipment back , its 9 years old as BT equipment, if not I will get charged 150 pounds.

I need complaints to contact me , im fuming

Re: Complaint

XRaySpeX — Wed, 04 Mar 2026 14:39:09 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: Complaint

Chris_B — Wed, 04 Mar 2026 15:06:07 GMT

@Profile closed It was never your equipment and EE will end you a returns package to send it back in so you’ll not be charged for failure to return. Not sure how you are going to make a complaint of that.
You say your contract is up the 1st of April so it’s not the same contract you started 9 years ago. You agreed to honour the contracts every time you started a new contract.

Re: Complaint

Profile closed — Wed, 04 Mar 2026 15:14:32 GMT

I dont have time to add everything on here. But my contract is up April 1st which they told me, thanks for telling me something I knew ha

Re: Complaint

bristolian — Wed, 04 Mar 2026 15:20:30 GMT

A common complaint in mobile phone retail many years ago was from customers only x days out of their upgrade window, upset that there was no leeway given for being so close.

After a while, at least one network introduced a 7day leeway. Sure enough, complaints then started from people who were x days shy of the leeway window.

There needs to be a cut-off somewhere, and users who are a few days shy of that window will always think there should be an exception applicable to their situation.

Re: Complaint

Peter_W — Wed, 04 Mar 2026 18:57:31 GMT

Good evening, @Profile closed.

Whilst I can appreciate your disappointment here, as @bristolian has mentioned we do need to have a cutoff somewhere for what counts as an early termination.

If you're moving house and taking your connection with you, we're usually able to waive these fees, but if you're just cancelling early then they would apply.

Thanks - Peter

Re: Complaint

Profile closed — Wed, 04 Mar 2026 19:43:48 GMT

Thankyou, I have been with them or should I say was BT for 9 years. This
last contract finishes on the 1st April, and I asked them to cancel on that
date, 4 days earlier. Hence my complaint, not great is it? Thanks for your
reply

Re: Complaint

Chris_B — Wed, 04 Mar 2026 21:29:08 GMT

@Profile closed So you’re saying you want to be the be the exception to what applies to all other customers. All customers are treated equally and no one is given special treatment regardless of time spent.