topic Sim not cancelled been paying for nothing in Contracts & Billing

Sim not cancelled been paying for nothing

Freddie_66 — Sun, 11 Oct 2026 10:10:57 GMT

Re: Sim not cancelled been paying for nothing

XRaySpeX — Sun, 11 Oct 2026 11:01:57 GMT

Did you phone CS & give 30 days notice to cancel?

Re: Sim not cancelled been paying for nothing

Freddie_66 — Sun, 11 Oct 2026 12:12:29 GMT

I went into an EE shop to upgarade and discussed cancelling my son’s sim as it the contract was ending the following month. I presumed it was all sorted. However the dd has been taken since which is from May 2025.
I spoke with an advisor today who cancelled it but said I couldn’t get any money back as the EE shops are separate and I needed to ring up to cancel. So that’s over £18 month for around 18 months for nothing and no compensation or refund!
I have been a loyal customer of EE & Orange beforehand but this has really changed my mind about moving to a more understanding provider. The dd goes out of my husband’s bank as I am now a carer and stupid me for not checking.

Re: Sim not cancelled been paying for nothing

Peter_W — Sun, 11 Oct 2026 12:41:48 GMT

Thanks for confirming these details for us, @Freddie_66

I'm glad to hear you managed to get this sorted out today, but appreciate it's frustrating if you've paid for a month more than you anticipated.

Our stores can't and never have been able to process cancellations, so if you feel they advised you incorrectly regarding this, we'd always recommend returning directly to that branch to discuss your experience.

Should you remain unhappy though, you can find more details on our complaints process here:

EE Complaints Code of Practice

Peter