Vulnerable customer sold phone contract

Streatham91 — Sun, 25 Oct 2026 06:32:24 GMT

My vulnerable mother in law was sold a new phone contract at the EE store in Reading when she went in to ask for help with her existing phone. She has a severe mental illness that is extremely obvious to anyone engaging with her; it would have been very obvious to the sales team in the store. She went into the store to ask for help with her existing EE phone which would not switch on, and was told that she needed to buy a new one instead and could buy it “on a temporary basis” until her phone was fixed. This is what she understood from the conversation.
She is financially vulnerable, in severe debt with court orders and has an extremely poor credit score - therefore the “credit check” that the team performed was clearly in no way a credit check for her to have been able to sign up to a contract.
This behaviour is truly disgusting - taking advantage of clear vulnerable people without any proper checks.
What can I do to reverse the contract? And what are the policies of EE to manage vulnerable customers?

Re: Vulnerable customer sold phone contract

Debbie_G — Sun, 25 Oct 2026 08:22:17 GMT

Hi @Streatham91.

Welcome to the community.

I’m sorry to hear about your mother-in-law’s experience, and I can understand your concerns.

I’ve sent you a private message so that we can get you some help with this and talk through the options available.

Debbie

Re: Vulnerable customer sold phone contract

Northerner — Sun, 25 Oct 2026 09:04:49 GMT

Hi @Streatham91

Do you or anyone have a LPA power of attorney in place as it sounds like you should.

Thanks

topic Re: Vulnerable customer sold phone contract in Contracts & Billing

Vulnerable customer sold phone contract

Re: Vulnerable customer sold phone contract

Re: Vulnerable customer sold phone contract