topic Re: Selling contracts to a vulnerable adult in Contracts & Billing

Selling contracts to a vulnerable adult

Diane34 — Tue, 03 May 2022 14:22:56 GMT

My sister-in-law is a vulnerable adult with learning difficulties and mental health issues. She had a Doro phone but the sales assistant told her (at the end of her contract) she would be better with a "modern phone" as well as a tablet to look for work.

She now has a contract for a mobile phone that she doesn't know how to use and a tablet that she also doesn't know how to use.

Upon learning this we have also discovered that the same shop signed her up for a "modern phone" and when she said she doesn't know how to use the phone. Signed her up to a separate contract on a different phone (the Doro) so she had two contracts running.

Knowing this it seems to me I don't know about you but this shop is taking advantage of a vulnerable adult.

Having visited the shop I was fobbed off (unable to end the contract(s)) so I am looking for advice on how I can resolve this problem. My sister-in-law shows all the signs of a vulnerable adult just to be clear.

Re: Selling contracts to a vulnerable adult

James_B — Tue, 03 May 2022 14:29:59 GMT

Hi @Diane34,

Welcome to the EE Community.

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

Thanks

James

Re: Selling contracts to a vulnerable adult

Schockwave — Tue, 03 May 2022 14:33:37 GMT

Hello @Diane34 ,

Welcome to the community,

I would suggest ringing customer service and speaking to them, explaining the situation, since you have had no luck with the store, hopefully they can help, as this is not acceptable, especially if it is noticeable that she has learning difficulties. Pity she did not think of taking one of you along.

Re: Selling contracts to a vulnerable adult

Diane34 — Tue, 03 May 2022 14:38:18 GMT

I have just replyed James

Re: Selling contracts to a vulnerable adult

Diane34 — Tue, 03 May 2022 14:42:07 GMT

I agree Schockwave, unfortunately, it is a fine line between giving her independence and controlling her I do wish she had told us early about the older contracts but that is part of her illness it was only by chance we have found out about this.

Re: Selling contracts to a vulnerable adult

Schockwave — Tue, 03 May 2022 14:46:47 GMT

@Diane34 , I have known disabled people all my life, with different degrees of learning disabilities, my daughter is severally disabled and needs 24 care. It is good when someone with learning difficulties can have some independence, hope you get it sorted ok.

Re: Selling contracts to a vulnerable adult

Diane34 — Tue, 03 May 2022 20:09:30 GMT

Just a small update thanks @James_B the team (Martin) contacted me earlier.

My sister-in-law has been paying the bill off without missing a payment for a year unfortunately this is going against her. I now need to get a note from the doctors then hopefully EE can then do something about this.

Her mental illness makes her overly worried about most things and bills really panic her. We have discovered that she has not been eating to pay off her bills (which is totally devastating to discover) she has less money incoming than outgoing and I'm afraid what we may find out over the coming days.

Wish me luck getting in contact with her GP and getting a note of sorts to show she is not well.

Re: Selling contracts to a vulnerable adult

James_B — Wed, 04 May 2022 06:51:27 GMT

Thanks for the update @Diane34

I'm happy to hear Martin has been in touch to advise you of the next steps.

James

Re: Selling contracts to a vulnerable adult

Schockwave — Wed, 04 May 2022 15:50:37 GMT

@Diane34 , there should be no reason why you cannot get a letter from the GP to prove that your sister in law is vulnerable etc, to send to customer service, so long as you explain why you need it. Let us know how you get on, good luck.

Re: Selling contracts to a vulnerable adult

Diane34 — Wed, 04 May 2022 17:32:14 GMT

Luckily her psychiatrist was very understanding and has emailed Martin to explain her situation we have heard nothing back yet not sure how we can check. Do you have any ideas @James_B?

It does feel like we are getting somewhere now which feels good

Re: Selling contracts to a vulnerable adult

James_B — Thu, 05 May 2022 06:53:20 GMT

Hi @Diane34,

Thanks for emailing those details to Martin. He'll pass them on to the relevant department and get back to you as soon as possible.

James

Re: Selling contracts to a vulnerable adult

Diane34 — Thu, 26 May 2022 09:10:46 GMT

I am just seeing if anyone can help me on this? I have the letter from the psychiatrist and sent it off to Martin as instructed.

It has been well over a week since I sent it and I have heard nothing back. Martin gave me a number and I rang but it's saying the number has blocked me.

All seems a little strange and disappointing I would appreciate any help

Re: Selling contracts to a vulnerable adult

James_B — Thu, 26 May 2022 09:25:39 GMT

Hi @Diane34,

I'm sorry to hear you haven't received an update yet. I'll chase it up for you now.

James

Re: Selling contracts to a vulnerable adult

Diane34 — Sun, 30 Oct 2022 13:53:13 GMT

Hi James

I thought I got this all sorted for her. Unfortunately, after receiving a bill of £0.00 I believed everything was sorted.

I have just found 3 bills for £1.68, £17.18, and one they will take tomorrow for £17.18.

It appears she has started to be billed for a Sim card. She sent everything back (I did it all so I know).

As I have said before she is a vulnerable adult and said she was scared she did something wrong and that is why she has been paying these bills.

I do not know how she is now being billed for a Sim card when she sent everything back and has not taken anything new out.

I would really appreciate any help you can offer.

Re: Selling contracts to a vulnerable adult

Christopher_G — Sun, 30 Oct 2022 14:25:10 GMT

Hi @Diane34

I'm sorry to hear that this still isn't resolved. When did you send the equipment back?

Chris

Re: Selling contracts to a vulnerable adult

Diane34 — Mon, 31 Oct 2022 10:16:39 GMT

I sent everything back for her at the start of June.

Having received a bill off £0.00 in July I presumed everything was sorted.

She received the bill of £1.68 in August then the two following months £17.18

The bills appears to state it’s for a SIM plan however she sent her SIM card back and doesn’t have one.

Re: Selling contracts to a vulnerable adult

Schockwave — Mon, 31 Oct 2022 10:49:23 GMT

@Diane34 , did you make sure that the contract was also cancelled, as just sending the SIM card back, would not cancel the contract?

Re: Selling contracts to a vulnerable adult

Christopher_G — Mon, 31 Oct 2022 10:52:56 GMT

Thanks for getting back to us, @Diane34.

I've sent you a private message to get some information from you.

Please have a look and get back to me.

Thanks

Chris

Re: Selling contracts to a vulnerable adult

bseddon — Fri, 03 Mar 2023 21:42:22 GMT

Could you please message regarding the same thing

Re: Selling contracts to a vulnerable adult

Christopher_G — Sat, 04 Mar 2023 07:29:08 GMT

Welcome to the community, @bseddon

I've sent you a private message.
Chris