topic Re: how to make a complaint. in Contracts & Billing

how to make a complaint.

Speaky07 — Tue, 21 Feb 2023 20:08:37 GMT

I been trying to pay my the rest of my contract off and keeping getting different price. spoke to live chat and they are charging me more than my contact. spoke to a person on the phone and he was very rude and unhelpful and more less said you cant do nothing. went in the shop and was told to pay early upgrade fee and cancel it in 14 days and you save 100 pounds. all I want is to get out my contact ASAP. can someone help me get a answer or how to put a complaint in

Re: how to make a complaint.

Chris_B — Tue, 21 Feb 2023 20:55:25 GMT

@Speaky07 Have a look at THIS to work out what you’ll pay. Do not do it like the store says as you’ll be put back on to your contract, an upgrade is to move to a new tariff and any cancellation of that new tariff will put you back on the old tariff as you are still bound by the T&Cs of that contract.

Re: how to make a complaint.

XRaySpeX — Tue, 21 Feb 2023 21:34:33 GMT

@Speaky07 : Text INFO to 85075 to find out your Early Termination Fees. It will basically be months left x monthly charge - 4%.

You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form at the foot of the page.

Re: how to make a complaint.

Dave6018 — Tue, 21 Feb 2023 23:16:12 GMT

Raise it has a complaint, then this start the clock ticking and if it not resolved in a certain amount of time it goes to ADR which cost EE money and is recorded by ofcom, the agent will lie to you they will tell you it's x amount of month times.the amount of your contract this is not correct, remember the agent you speak to is paid a bonus on retentions so if they can make it expensive for you to leave then for them it's a win for the agent, also remember when your calculating the fee you pay a month in advance at the beginning of your contract. But here is how EE should calculate your fee

Ee add together all outstanding monthly (or other periodic) charges for the remainder of your minimum term, factoring in any recurring monthly discount to which you are entitled, calculated at a daily rate

we then deduct VAT at the prevailing rate

we then deduct 4% for early receipt of payment to get the final charge you owe us

finally, we add VAT at the prevailing rate to get the final charge

Re: how to make a complaint.

XRaySpeX — Wed, 22 Feb 2023 01:46:08 GMT

@Dave6018 : Haven't I just said that?

Don't you realise that when you deduct & add VAT, which is a %age that they cancel each other out?

Re: how to make a complaint.

Kelsphip19 — Fri, 25 Oct 2024 13:27:16 GMT

You guys been taking my Money last time you did deal for me said 70 pounds then take 145 pounds off me give my money back now

Re: how to make a complaint.

Katie_B — Fri, 25 Oct 2024 15:28:01 GMT

Hi @Kelsphip19.

Thanks for coming here.

Have you been able to access your recent bill to see what the charges are?

Speak soon,

Katie