topic Re: Elderly vulnerable person mis-sold contract in Contracts & Billing

Elderly vulnerable person mis-sold contract

toothfairy — Thu, 10 Nov 2022 12:10:12 GMT

My mom popped into an EE store to ask a simple question on 7/11/12.

Three hours later she left with a mobile phone and contract that was completely unsuitable.

My mom is approaching 80 years of age and gets very confused. She left the store browbeaten with zero understanding of the contract that they had got her to sign. My mom has cataracts and could not see the paperwork she is also diabetic and had been in there for 3 hours. She felt completely overwhelmed with the situation and signed paper work to get out the shop.My mother was told that she had the best deal and lots of data. My mom absolutely doesn't need 25G data and the phone is unsuitable for her arthritic hands. I am so upset that a sales person was able to do this to an elderly vulnerable disabled visually impaired person. My mom returned to the store the next morning supported by her carer. She tried to explain that she did not want the phone or contract but was told it was too late and that she had to have it. It is awful that she had been presurissed into this deal and was also still unaware of the cost. When I visited yesterday I discovered what had happened and I had to look at the paper work and explain how much it was costing a month. This is unacceptable something needs to be done my mom is so upset and feels overwhelmed by the situation........it is wrong to target elderly vulnerable people into mobile contracts.......especially when you can visibly see that the person was struggling to understand.

I would really appreciate if someone can help me with this.

Re: Elderly vulnerable person mis-sold contract

James_B — Thu, 10 Nov 2022 12:59:28 GMT

Hi @toothfairy,

I've sent you a private message. Please check your inbox and get back to me when you can.

Thanks

James

Re: Elderly vulnerable person mis-sold contract

Chris_B — Thu, 10 Nov 2022 13:17:41 GMT

@toothfairy I totally get where you’re coming from as my old next door neighbour had this happen to him all but it with a different network. They sold him a contract for an iPhone 4, that’s how long ago this was. I called that networks customer service to have ago on his behalf to try and get it out of the contract and to point out he couldn’t read so he had no idea what he was actually getting into. The response was are you his carer because if not we can not help you with this. This ended up going to debit collection company and I wonder why that was.

Oh and for anyone interested I’ll not say the name of that network but it ends in a 2.

Unfortunately all network store staff will take advantage of someone just to make a sale and that needs to be addressed.

Re: Elderly vulnerable person mis-sold contract

toothfairy — Thu, 10 Nov 2022 13:25:00 GMT

Absolutely Chris , it is a vile way to treat people.

There should be safeguarding in place to prevent cohesion.

Re: Elderly vulnerable person mis-sold contract

Nhw — Sat, 04 Mar 2023 19:59:39 GMT

Hi there - I was wondering what the outcome of this has been: This has happened a couple of times now to my elderly mother who has gone into two different central london EE stores, and has been mis guided into a new contract. The most recent time, she did not consent to new broadband and, was asked for various details by the sales assistant. When she asked why she was being asked all these details, the SA replied it was just standard procedure but she was actually signing her up for a new Broadband contract without her consent. I would like to make a formal complaint about this as I know this has been a common occurance in EE stores - misleading elderly/vulnerable people into contracts/products. It would be helpful for me to know of other people who have been through this experience and what they have done about it. Many thanks, Hannah.

Re: Elderly vulnerable person mis-sold contract

Christopher_G — Sun, 05 Mar 2023 10:08:21 GMT

Hi @Nhw

Welcome to the community.

I'm sorry to hear that this has happened to your mother. I've sent you a private message so that we can look into this. Please have a look and get back to me.

Thanks

Chris

Re: Elderly vulnerable person mis-sold contract

Gneill54 — Wed, 26 Apr 2023 08:26:00 GMT

Good morning

The same has happened to my Elderly mother who has dementia and is vulnerable. She poped into EE shop in Northfield, Birmingham on 22.04.23 to ask if she could buy a new USB c fast charger as hers had broken. Instead is forced to sign a new contract for 31 a month contract for an oppo phone that wasn't needed or wanted. And also a contact for home broadband account to be switched to bt for 30 a month.

She didn't need as she already had broadband and didn't ask to switch. Just given the paperwork hidden with the phone one. Out of order really poor on your part EE. She said she couldn't see the paperwork and was forced to sign and your sales assistant wouldn't take no for an answer. Felt pressurrused. How can your sales staff target vulnerable elderly people like this. Now she needs to cancel what she's been signed up for.

Re: Elderly vulnerable person mis-sold contract

Katie_B — Wed, 26 Apr 2023 09:44:38 GMT

Good morning @Gneill54.

Welcome to the EE Community.

I am so sorry to hear this and I would love to see if we can help get this looked into.

If you are happy to proceed, when you have moment please check your community inbox.

Katie

Re: Elderly vulnerable person mis-sold contract

MargarerR — Mon, 07 Aug 2023 05:43:08 GMT

Something similar has just happened to my 86 year old mum. She went into the shop because she has had a msg to say her phone bill was being increased to a whopping £78 a month and wanted to know when this was going to change . She came out with a new contract for 3 different SIM cards which even I am struggling to understand what they are for. She was misleadingly sold another tablet ( I have realised she was already sold one the last time she renewed her phone contract which she had no idea she has been paying for) she now has 2 of these tablets. She was told by the assistant that she had reduced her bill to £38 which is a lie as her bill also includes this so called free tablet which she is actually paying for, so her bill is over £50 a month. My mum has no idea what she has been sold. I feel like taking this to watchdog as reading all these comments this is not the first time this company has taken advantage of vulnerable elderly people.

Re: Elderly vulnerable person mis-sold contract

Katie_B — Mon, 07 Aug 2023 06:39:14 GMT

Hello @MargarerR.

Welcome to the EE Community.

I have sent you a private message for more details.

Speak soon,

Katie

Re: Elderly vulnerable person mis-sold contract

Chris_B — Mon, 07 Aug 2023 06:48:02 GMT

@MargarerR All this comments is only 3 comments, mine wasn’t about EE. And as you can see it’s isolated incidents as that’s three comments in just over a year so it’s not common practice. It’s also not EE it’s the individual in the store at that time who is making that sale who is at fault. These sales people are the ones who should be going after as they are the ones who are selling the products.

Re: Elderly vulnerable person mis-sold contract

IceBear — Sun, 25 Feb 2024 15:15:38 GMT

We have just had something similar in the EE store in Bury St Edmunds.

80 year old mother in law walked out with a similar for her phone and a Galaxy tabled with a sim. She paid £50 for the tablet and was made to think that it was all part of the phone similar at £12 per month for 12 months. Its actually £9 extra per month for the tablet and its only worth £150 max anyway. She has no requirement for the data on a tablet. She doesn't leave the house with it. EE confirmed that she was only using half a gig of data a month.

Only just got a letter and She noticed there were two payments going out.

Sim contract 12 months, tablet 24 months. Never used any data on it ever.

Shes feeling really awful and realising how vulnerable she is... but that nice young man.

The whole family are with EE now considering a move to 02 when up for renewal.

Re: Elderly vulnerable person mis-sold contract

Katie_B — Mon, 26 Feb 2024 07:36:32 GMT

Good morning @IceBear.

Thanks for coming here.

I am sorry to hear about your mother in laws recent experience.

When did your mother in law go to store?

Have you been able to revisit the store to speak with the store manager?

Speak soon,

Katie

Re: Elderly vulnerable person mis-sold contract

IceBear — Mon, 26 Feb 2024 07:48:33 GMT

I was in June last year. We have arranged to go into store this Saturday to
speak with the manager of the store.

She only realised she was paying twice when she got two paper bills in the
post.

Kerry

Re: Elderly vulnerable person mis-sold contract

Katie_B — Mon, 26 Feb 2024 07:52:20 GMT

Thanks for getting back to me @IceBear.

I would recommend taking any paperwork your mother in law may have been given at the point of sale.

Please be sure to keep us updated here on the community.

Katie

Re: Elderly vulnerable person mis-sold contract

Milli4 — Sun, 10 Mar 2024 16:50:25 GMT

Hello,

My 86 year old grandad has been mis-sold a Google Pixel smartphone. He has also been sold Broadband that he doesn’t require - a total cost of £50 per month from his pension.

He made this purchase in store in chelmsford and we have been told that we cannot cancel this contract, even though we are within 14 days of purchase.

I believe EEs actions in store are against the law as he clearly wasn’t aware of what he was signing up to, which I EE have a duty of care to ensure their customers understand the contract.

Please can you help resolve this situation, so we don’t need to escalate any further.

Regards

Re: Elderly vulnerable person mis-sold contract

BrendonH — Sun, 10 Mar 2024 17:19:01 GMT

@Milli4 there is now 14 day cooling off period in store in afraid and this is why the stores are doing it for all networks to get you suckered in and they keep their commission.

Google EE CEO email address send them an email you'll get the executive team on the case. This happened to my mom and that's what I did and I got it sorted.

Thr store manager on other hand is lying they have discretion to be able to cancel the contract.

Re: Elderly vulnerable person mis-sold contract

Katie_B — Mon, 11 Mar 2024 07:32:47 GMT

Hello @Milli4.

Thanks for coming here.

I am sorry to hear about your grandads recent experience.

Have you been able to revisit the Chelmsford Store to speak with the store manager about your complaint?

The information provided is correct, store purchases do not have a 14 day cooling period.

Speak soon,

Katie

Re: Elderly vulnerable person mis-sold contract

Milli4 — Mon, 11 Mar 2024 08:52:30 GMT

Hi, ok thanks I will try this.

Re: Elderly vulnerable person mis-sold contract

Milli4 — Mon, 11 Mar 2024 08:53:32 GMT

We did go back in and the sales person was not empathetic at all and just kept saying he had done him a good deal. Absolutely disgusting. It’s visible he does not understand what broadband even is. Is there any other advice you can give to how I can get this resolved?