topic Re: Not honouring contract I was given over the phone in Contracts & Billing

Not honouring contract I was given over the phone

Feath95 — Thu, 14 Sep 2023 20:35:30 GMT

Recently my contract has come to an end and I made a call to ee for a SIM only deal during which I was told because I've paid for full cover my full contract length I'd be given cover for free. Asked multiple times is insurance included in the price to be told yes.

Come to the first month's bill I had been billed £14 for full cover and £13.70 full cover so I rang up and made a dispute of a call back listen and would take 72 hours to receive this message and was told it this was the case I would get a discount on my next month's bill. So I received this message

" Hello

Your 1st month of insurance has been credited to your account as discussed. Kind regards

Lydia"

So think it was all sorted as I was told I wouldn't have to pay it.

Come to next month's bill

-£14 good will gesture

£14 charge full cover

So rang up again after 1 hour on the phone requesting a transcript of the conversation and being told there isn't anything they can do I have to pay it.

I feel I'm not going to get the real transcript of the conversation. Can you request the actual recording?

The reason I got the contract in the first place was because of the price with insurance included. Now I'm maybe the same price as my contract when I was also paying for a device!

Any help or advice appreciated

Re: Not honouring contract I was given over the phone

Chris_B — Thu, 14 Sep 2023 20:45:15 GMT

@Feath95 That’s the fist time I’ve heard anyone saying you get free insurance because you paid all the insurance on the original contract. My daughter to keep her insurance when she changed to sim only had to pay to keep her insurance going. Best of luck in trying to get this for nothing.

Re: Not honouring contract I was given over the phone

Feath95 — Thu, 14 Sep 2023 21:31:04 GMT

Surely if that is what I've been told they would have to honour it? I wouldn't of taken the contract otherwise so I was mislead if thats the case

Re: Not honouring contract I was given over the phone

Katie_B — Fri, 15 Sep 2023 07:39:49 GMT

Good morning @Feath95.

Welcome to the EE Community.

Is this being looked into by one of our call centre managers?

Was the call recording listened to then one month credit applied to cover the cost of your insurance?

Katie

Re: Not honouring contract I was given over the phone

Feath95 — Sat, 16 Sep 2023 17:20:38 GMT

Yes It has been listened to by a manager and one month credited to my account yet I was never told it was only 1 month though

Re: Not honouring contract I was given over the phone

James_B — Sun, 17 Sep 2023 07:28:22 GMT

Hi @Feath95,

Please get back in touch with Customer Care if you'd like to discuss the transcript of your previous call.

Thanks

James