topic Re: Formal Complaint – Overcharging and Misrepresentation in Contracts & Billing

Formal Complaint – Overcharging and Misrepresentation

Obi-B — Wed, 23 Jul 2025 15:37:59 GMT

Dear EE Customer Relations Team,

My name is Obi and I am writing to lodge a formal complaint regarding serious issues of overcharging and misrepresentation on my EE account.

Summary of Complaint:

I was previously with Sky for broadband and TV for five years, paying approximately £115/month. I received a call from an EE sales representative who offered me a new mobile phone upgrade along with broadband and TV, claiming I would get the same service as Sky but at a cheaper rate.

I was told very clearly that:

The entire deal was for 24 months.

I would pay £64/month for broadband and TV.

I would pay £70/month for my mobile contract.I repeatedly confirmed these figures during the call and only agreed based on that understanding.

However, shortly after the contracts began, I noticed the following:

My mobile bill increased by £35, eventually rising to £103/month, with unexplained and fluctuating charges.

The TV and broadband, initially quoted at £64/month, increased to £130/month within a few months.

When I questioned this, I was told (incorrectly) that I had agreed to the increase in the original sales call. I asked to listen to that recording but was denied access and told the bill stood as is.To make matters worse:

I was then issued a final bill of £2,050.99, including cancellation charges.

The contract was cancelled by EE, not by me, yet I am now being billed for a termination I did not initiate.

I also lost the phone I traded in and was told I couldn't reverse the contract without losing that device.

What I Am Requesting:

1. A full and immediate review of my account and billing history.

2. A copy of the original sales call recordings where the alleged agreement was made.3. The removal of the cancellation charges and a fair adjustment to reflect the actual services and rates I was promised.

4. A formal response within 14 days.

If I do not receive a satisfactory resolution, I will escalate this matter to the Ombudsman Services: Communications and file a report with Ofcom, as this appears to be a serious case of mis-selling and unjust billing.

Please treat this as a formal complaint in line with your complaint handling policy.

I look forward to your urgent attention to this matter.

[Mod Edit - Personal details removed, please don't share these in public]

Re: Formal Complaint – Overcharging and Misrepresentation

Matt_124 — Wed, 23 Jul 2025 16:18:14 GMT

This is not EE Customer Services, nor a route through which a formal complaint can be lodged. This a public forum filled with other users and visible to anyone on the net.

The EE Complaints webform is located here: https://ee.co.uk/help/contact-ee/complaint/complaint-form

You may have to edit your long statement as there is a word limit on the form, im sure there are tools you're familiar with which can help you do this if you get stuck.

Re: Formal Complaint – Overcharging and Misrepresentation

bristolian — Wed, 23 Jul 2025 16:38:31 GMT

@Obi-B wrote:
My name is Obi and I am writing to lodge a formal complaint ...
If I do not receive a satisfactory resolution, I will escalate this matter to the Ombudsman Services: Communications and file a report with Ofcom, as this appears to be a serious case of mis-selling and unjust billing.
Please treat this as a formal complaint in line with your complaint handling policy.

This forum is not, and never has been, part of EE's formal complaints process. Also to point out that Ofcom don't investigate individual customer complaints, while the Ombudsman require you to have either exhausted EE's process first or be deadlocked.

Your starting point is https://ee.co.uk/help/contact-ee/complaint

Re: Formal Complaint – Overcharging and Misrepresentation

coolncarin524 — Wed, 22 Apr 2026 14:29:57 GMT

Hey Obi,

I read your complaint and honestly, 70–80% of it could have been written by me. But I have some extra details that will make your blood boil even more. EE is doing the same shady stuff to so many of us behind closed doors. I need to share my full story with you – because the more of us speak up and compare notes, the harder it is for them to hide. So here is everything. Please read to the end.

1. Five years of loyalty, then broadband from hell

I was an EE mobile customer for 5 years, from 2020 to 2025. I trusted them. In May 2025, I agreed to add EE broadband based on a clear, specific promise from their sales person: that multiple people in the same household could simultaneously stream Netflix, play PS5, game on laptops – all at the same time – without any buffering or issues. They sold me a package: broadband at £27.80 per month, plus two mobile SIMs bundled for about £20 per month. I said yes because I believed them. That trust was the biggest mistake I have made with any utility provider.

2. Three to four weeks to get a live connection – and multiple engineer visits

The router arrived in mid-May. But the connection did not go live until 2nd week of June. That is three weeks of waiting. It took at least two engineer visits. Every time I called EE to ask why it was taking so long, I was told to "wait a little longer." No apology. No compensation. No explanation. Just delay after delay. When the WiFi finally went live in mid-June, I thought the nightmare was over. I was wrong

3. The speeds were a joke – basic use caused constant buffering

Once the connection was finally active, I tested it immediately. One person watching Netflix. Another person scrolling Instagram on their phone at the same time. That's it. Nothing heavy. The result? Constant buffering on Netflix. Endless loading on Instagram. Random disconnections. The WiFi kept dropping. I couldn't even do light browsing while someone else streamed – let alone gaming or PS5. They had promised multiple users could do heavy simultaneous activity. The reality was that two people doing the most basic things broke the connection entirely. I was furious. Within the first few weeks of the active connection (still late June), I called EE and asked to cancel.

4. They ignored my cancellation request – haggled, promised callbacks, never followed up

I told EE clearly: the service is not as promised. It is unfit for purpose. I want to cancel. Instead of processing my cancellation, they haggled with me. They said they would call me back to discuss. They never did. They told me to restart my router. They told me to "give the line time to stabilise." No follow-up calls ever came. No one helped me cancel. So I made a decision. I went straight back to Virgin Media – the provider I had left for EE earlier in May. By the end of June, I had physically disconnected all EE router wires and switched back to Virgin. I assumed that was the end of it.

5. EE's WiFi prompt kept interfering with my Virgin connection – even after disconnection

After switching back to Virgin, life got busy. But here is something insane that I have not seen many people talk about. Every now and then, while I was using my Virgin WiFi to surf the web or watch Netflix, an EE login or connection prompt would pop up on my screen. It kept interfering with my browsing. It would interrupt Netflix streams. EE's system was still trying to communicate with my devices even though I had unplugged their router weeks earlier. They were literally messing with my new provider's connection. I had to keep closing EE pop-ups while trying to use Virgin. Unbelievable.

6. I forgot about EE broadband – and EE never told me I owed a single penny

Because I was busy with work and life, and because I had physically disconnected all EE equipment, I assumed the matter was closed. I forgot about EE broadband. But here is the crucial part: EE never sent me a single notification that I was missing payments. No text message. No email. No phone call. No letter. Nothing. And remember – I had been an EE customer for 5 years. They had my mobile number, my email address, my home address. They chose to stay completely silent. They let the account sit there, building up charges, without ever alerting me. That is not an accident. That is a deliberate failure.

7. I only found out in December – from a debt collector, not EE

In early December, I received a letter. Not from EE. From MYCRS, a debt collection agency. They were demanding money on behalf of EE for missed payments. The amount? £328. I was shocked. I had no idea I owed anything. And here is the bombshell that the executive complaints guy tried to hide from me: EE themselves cancelled my broadband in December. Not me. I had disconnected in June. EE waited until December to officially cancel the contract. Then they handed the debt to MYCRS and ballooned the amount to £328.

8. Let me do the maths – £328 is pure inflation

My broadband was £27.80 per month. Let me break it down honestly:

· If I paid for every month from May (when router arrived) to November (before December cancellation), that is 6 months: £27.80 × 6 = £166.80.

· But the connection was not even live for three of those weeks (mid-May to mid-June). So that is not fair.

· I only had an active, usable connection for about one month (mid-June to late June). Realistically, I owe £27.80.

· Out of principle – because I am a reasonable person – I offered to pay 3 to 4 months: £83.40 to £111.20.

But EE wants £328. That is £216 to £244 extra. Where does that come from? Early termination fees? I did not terminate – EE did. Late payment penalties? They never notified me. Debt collector admin fees? MYCRS charges? That is not my responsibility. They cancelled the contract themselves and then charged me as if I had run away. The executive complaints guy kept saying, "Yeah but it's you who left, you didn't tell us you were leaving." That is a lie. EE cancelled in December. Not me.

9. And the SIMs jumped to £60 – they told me to call another department

After EE cancelled the broadband, my two mobile SIMs jumped to £60 per month. When I asked why, the executive complaints guy said I am still on the "broadband-linked contract" – just without the broadband discount. So no broadband, but still tied to broadband pricing. I asked to be reverted to my pre-broadband SIM deal (which was much cheaper). He refused. He told me to call the phone or SIM department instead. He passed me around internally. He never apologised for the three weeks of dead service, the engineer visits, the buffering, the ignored cancellation requests, the months of silence, the debt collector letter, or the SIM price hike. He reduced everything to one sentence: "you left without telling us." When I pointed out that EE cancelled, not me, he had no answer.

So, Obi, that is my full story.

EE sold me a lie. Three to four weeks to connect. Multiple engineer visits. Speeds so bad that Netflix and Instagram together caused buffering. They ignored my cancellation request. They never notified me of missed payments – no texts, no emails, no calls, no letters. Then they cancelled the contract themselves in December and demanded £328 through a debt collector. My two SIMs jumped to £60. The executive complaints team was dismissive and unprofessional. I was even willing to meet halfway – £100 or £150 – but after the way they treated me, I will not pay a penny more than the fair £83–£111 for the months I actually could have used the service.

You asked for call recordings – they denied you. I asked for a fair SIM price – they told me to call another department. We are both being played.

I have now demanded a formal deadlock letter within 14 days. If they do not provide it, I will escalate to the Ombudsman Services: Communications and report EE to Ofcom. Hopefulyl, you did the same.

– Another EE victim