topic The Life Events Team in Contracts & Billing

The Life Events Team

ARN92_ — Sat, 29 Apr 2023 20:31:47 GMT

Hi.

Earlier, I had sent an email to the EE Life Events team, advising them I was a vulnerable customer of theirs, with autism, learning difficulties and also depression. I had attached evidence from my GP of this, and they came back to me saying that I did not meet the criteria.

Me, obviously unhappy with their response, advising them it states on their webpage that “If you have a learning disability then we can look in to making account adjustments for you”. The advisor came back to me and said “Yes, I know it states that but you can use the phone fine” I could not believe what I was hearing.

In 21st century Britain, is discriminating towards the disabled now the norm because for an advisor to tell me that is not on, yes I made a complaint to webchat but got nowhere as my end resolution was going to end the contract without having to pay an early termination fee.

The reason I wanted that resolution is because of the medical issues that are currently ongoing, in which I do not understand the meaning of debt and money. This meant I have had to set up several payment plans with EE in order to get back on track, but it’s not helping me get any better, for the sake of my mental health and credit file.

Essentially do you think I should give it one more go to the EE Life Events team, but add further to my displeasure of having to deal with that agent today to see if they can make any exception, or am I just wasting my time?

Re: The Life Events Team

Northerner — Sat, 29 Apr 2023 21:49:59 GMT

Hi @ARN92_

Playing devil's advocate it is easy for someone to make allegations that are vulnerable to try obtain a discount on their tariffs/plan. Ultimately those who pay the price are other EE users via increased tariffs and yearly charges. EE are correct in questioning this as if they don't they are liable to other users to litigate them as why should I pay more?

Becase of the cost of living crisis I suggest this is becoming more likely companies like EE are more liable to their customer base as a service provider as their criteria for discounts are unfair and potentially in breach of the equality act at least.

In summary you shouldn't have taken on a debt,/contact you cannot now afford.

Re: The Life Events Team

ARN92_ — Sat, 29 Apr 2023 21:55:33 GMT

Disagree.

No one is playing devil’s advocate. EE should be acting professionally, instead of explaining that my evidence does not meet their criteria despite what it says on their webpage, and also saying that “I can use the phone fine” how does that account for my disability. If I stated that I was without arms or legs, I would have done so in my original email.

How dare you suggest that I’m playing devil’s advocate. Don’t try tell me I am making up vulnerabilities as I go along. I can show you proof if it suits.

Re: The Life Events Team

XRaySpeX — Sun, 30 Apr 2023 01:17:23 GMT

No, @Northerner is postulating he is playing the role of devil’s advocate.

Re: The Life Events Team

XRaySpeX — Sun, 30 Apr 2023 01:30:56 GMT

@ARN92_ : My 1st thought upon reading your post was that it was hard to see how can someone who writes such excellent English as you can claim to not understand the meaning of debt and money.

Re: The Life Events Team

James_B — Sun, 30 Apr 2023 08:12:00 GMT

Hi @ARN92_,

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

Thanks

James

Re: The Life Events Team

ARN92_ — Sun, 07 May 2023 14:44:01 GMT

An update on the case.

Margaret from the specialist team emailed me advising the ill health team told her that I can return the device, and they can close my account free of charge.

At the moment I am taking this further to the Communication Ombudsman, as I’m not best pleased about this response as I wanted to keep the device. Quite frankly, I cannot wait to get away from EE. How in god’s name can they treat customers with such contempt.

Re: The Life Events Team

XRaySpeX — Sun, 07 May 2023 15:01:30 GMT

@ARN92_ wrote:

Margaret from the specialist team emailed me advising the ill health team told her that I can return the device, and they can close my account free of charge.

I thought from your OP that was what you wanted.

Re: The Life Events Team

ARN92_ — Sun, 07 May 2023 15:05:06 GMT

Ending my contract without having to pay the fee is not the same as returning the phone. Ultimately I wanted to keep the phone, otherwise what can I do without it in cases of emergency.

Re: The Life Events Team

XRaySpeX — Sun, 07 May 2023 15:15:15 GMT

As you are still within your contract term & so haven't yet paid in full for the device, it is reasonable for EE to expect the device to be returned when they let you off not paying early termination fees.

Re: The Life Events Team

bristolian — Sun, 07 May 2023 15:19:00 GMT

If your only requirement is for an occasional use phone "for emergencies", then any old cheap PAYG phone from a retailer of your choice should be more than sufficient.

Re: The Life Events Team

ARN92_ — Tue, 09 May 2023 19:15:19 GMT

Further update on the case.

After much deliberation, compared to my quick thinking I have decided to accept the executive complaints team offer of returning the device, and them cancelling the contract free of charge once returned providing it’s in a good condition, in which I think it is.

Received the letter from them today with the above information on, but it says “Once returned we can then begin to move your number to pay as you go.”

From this, I guess this would mean that I would need to purchase a cheap phone, and then they can move my number to pay as you go, or even chose a network of my choice with a PAC - would this be correct?

Re: The Life Events Team

James_B — Wed, 10 May 2023 06:28:12 GMT

That's right @ARN92_

Your current number and SIM card will be transferred to a new pay as you go account.

Hope this helps.

James

Re: The Life Events Team

ARN92_ — Wed, 10 May 2023 07:05:20 GMT

Would I be free to move it to a different network though once that’s been completed?

Re: The Life Events Team

James_B — Wed, 10 May 2023 07:09:03 GMT

Yes you would @ARN92_

James