topic Re: Mis sold contract in Contracts & Billing

Mis sold contract

Laurie54 — Sun, 14 Aug 2022 13:33:15 GMT

Hi,

I have been mislead and sold a contract for a tablet I did not want, I was told this was free but now paying £11.70 per month.

I don't want this and I have seen a number of posts about this; has anyone been successful in getting this resolved?

Re: Mis sold contract

Northerner — Sun, 14 Aug 2022 13:51:50 GMT

Hi @Laurie54

Yes this is common. You are told it's free which is technically correct, but you didn't know you were paying for a tariff. It is misleading and a poor sales tactic which seems to be common. You will be told "you signed the contract" and that's it.

I would recommend going back to store and complaining, if that doesn't help contact EE on 150 and trading standards.

Thanks

Re: Mis sold contract

Jogger55 — Mon, 15 Aug 2022 12:34:18 GMT

I am also feeling misled. I went in for an upgrade phone paying 18/20 per month, was told a new phone would cost a bit more. At the near end of discussion was given a Tablet that I didn't want and am now told my monthly bill will now be £59. Certainly misled, and told "you've signed the contract. Asked to see the advisors notes he wrote showning me what my costs would be. Unfortunately they have been wiped (his words). Will try 150 for starters.

Re: Mis sold contract

James_B — Mon, 15 Aug 2022 12:50:25 GMT

Hi @Jogger55,

Welcome to the EE Community.

Our Customer Care Team will be happy to help if you get in touch.

Thanks

James

Re: Mis sold contract

Ruthwin — Sat, 10 Dec 2022 17:26:16 GMT

Same. I was asked if I wanted a tablet with the phone. Now somehow have an extra 24 month contract for a new phone number connected to a tablet I didn't actually want. Still waiting on the tablet that was supposed to come with the actual upgraded phone!

Very poor customer service in connection with trying to return it too.

Re: Mis sold contract

Jon_K — Sun, 11 Dec 2022 08:36:00 GMT

I'm sorry to hear this has happened, @Ruthwin.

Our Customer Care team will be able to help you get it returned.

Jon

Re: Mis sold contract

Ruthwin — Sun, 11 Dec 2022 10:10:06 GMT

Thanks,

Please tell me who i have to speak to as no one on the end of the phone seems to know what i am on about.

I have been on the phone yesterday and not had a call back after it was advised they would need to listen to the original phone call to see if i 'agreed to the contract'.

This is disingenuous, there was never a mention that i was signing an additional contract for an additional device with wifi data. I wasn't told it was free, i was asked if i wanted an extra tablet (as the phone i upgraded to supposedly came with a samsung galaxy tab....yet to receive a code to claim this though and no one seems to know anything about that either)

And in relation to agreeing to a contract...what contract? i haven't received anything by email or text with terms and conditions or signed anything or agreed over the phone, as when a recorded terms and conditions was being read out the phone line cut out. The EE advisor then rang back and said that sometimes it cuts out half way. I was never re played the message and when i called back later that day after not receiving any details about the new phone contract by email i was told, rather abruptly that i hadn't ticked the option to have information emailed ( this is a new on me, it seems EE has its own way of doing things) and it couldn't be re sent. I checked with my daughter ( who's phone it was that was being upgraded) and all she has received is a couple of text messages saying the new phone was on its way. Hardly a copy of any terms and conditons.

So, in a crux, i have upgraded a phone, and I'm ok with that, but the additional tablet contract with 5gb data monthly cost that has appeared on my account has been deceptively upsold without full disclosure. I am sure this is against EE's own trading standards , yet appears to be very common.

Looking forward to your assistance.

Re: Mis sold contract

Jon_K — Sun, 11 Dec 2022 11:14:22 GMT

Thanks @Ruthwin.

It sounds like the advisor you spoke with is going to listen to the call as part of an investigation.

If you don't receive a call back within 72 hours, I'd recommend calling customer care again and they'll be able to check the notes on your account to see what is happening.

Jon

Re: Mis sold contract

Ruthwin — Sun, 11 Dec 2022 11:38:38 GMT

I won't be waiting 72 hours before calling back.

please tell me why this upselling scam ( because this is what it feels like) is so common amongst EE salespeople. Is it commission driven? can you also tell me why i was never sent any written, either paper form or via email, confirmation of the new contract for the phone? pretty sure if i had been sent something i would have picked up this issue sooner ( within the 14 days), but then again...perhaps this is why EE is so cagey.

I called back within the hour of upgrading to ask for the contract to be sent to my email address ( as the account holder) and not to my daughters phone. I was told that it couldn't be re-sent...but then it wasn't actually sent to my daughter either, so who is talking porkie pies?

How can i agree via telephone if the automated terms and conditions cut out half way, how can i have a signed contract when i have nothing in writing myself to refer to?

If it wasn't mentioned that this extra device and new contract was a 5gb data contract with cheap lenovo tablet ( the brand wasn't mentioned, i assumed it was an additional galaxy tab as i was asked ' would you like an extra tablet'?) this upselling is deceptive, and i feel a fool to have been scammed. I'm not particularly happy with being fobbed off again by yourself either as customer services put the blame on me.

Re: Mis sold contract

Jon_K — Sun, 11 Dec 2022 11:42:43 GMT

I'm sorry @Ruthwin, I'm not sure how or why this is able to happen.

We aren't able to access your account in the community, which is why I need to refer you back to customer care. Again, sorry about this.

Jon

Re: Mis sold contract

Ruthwin — Sat, 17 Dec 2022 22:47:10 GMT

After being deceptively mis sold a tablet j thought I had had my issues resolved but have just seen my latest bill. Which is outrageous and nothing what I expected.

I recently upgraded my daughters phone and as I was finishing the phone call I was asked if I'd like to " add a tablet for £1.80 more a month". I wish I'd said no but for an only £1.80 extra it seemed an OK deal. This had all been confirmed by reviewing the telephone conversation.

I've had several conversations ranging from " you agreed to a new contract" to " sorry, you were correct".

Basically EE have added a third 24 month contract to my account for a cheap lenovo tablet with 5g data. How " an extra £1.80" a month leads to a new 24 month 5gb data contact is beyond me.

I thought i had sorted it out but now see that I've been charged £109 up front for this cheap tablet ( ok...they've given me a £59 discount but they've still charged me £50) and the monthly charge is £19. I'm sick of this.

Now no one is responding to my queries.

I'm fed up and will not be an EE vustomer much longer.

Re: Mis sold contract

James_B — Sun, 18 Dec 2022 09:08:44 GMT

Hi @Ruthwin,

Did you receive a call back from the advisor who is dealing with your complaint?

James