topic Re: Wrong contract in Contracts & Billing

Wrong contract

Daverandall — Tue, 21 Mar 2023 09:16:20 GMT

I already have a sim only plan with EE so decided to upgrade my phone with them as well . I went with the Samsung s23 ultra and before I opened it I logged onto my account to check the contract . I have noticed they have given me the wrong contract they gave me the essentials instead of the allrounder unlimited.The essentials is a much less of a contract so why have they not honoured the contract I signed up for . Know they are saying I have to send device back but that means I don’t get the contract I agreed to and have noticed it has gone up by £10 a month for the same one I agreed to .Why can’t they just send me a new sim with the right contract on which I have signed up for and agreed to which I have in an email .Surely EE see breaking the contract they agreed to let me have and the price I was willing to pay .How can they do this

Re: Wrong contract

Jon_K — Tue, 21 Mar 2023 11:58:07 GMT

Hi @Daverandall

I'm sorry to hear this.

I'd recommend getting in touch with our Customer Care team so they can take a look at your plan and make any changes that they need to.

Jon

Re: Wrong contract

Daverandall — Tue, 21 Mar 2023 12:19:03 GMT

Hi

After several days I think someone has finally put all good so hopefully
all sorted now 😀

Re: Wrong contract

Jon_K — Tue, 21 Mar 2023 12:59:40 GMT

That's great, thanks for letting us know, @Daverandall 🙂

Re: Wrong contract

Robnix — Tue, 19 Sep 2023 22:04:56 GMT

So my partner has just had this issue too he asked for unlimited, with the Samsung s23 ultra, the same phone he took out for me they gave me the unlimited essentials for 72 a month, my partner asked for exactly the same and has been given 10gb of data and unlimited everything else which isn't what he asked for

Re: Wrong contract

Christopher_G — Wed, 20 Sep 2023 06:55:33 GMT

Hi @Robnix

Welcome to the community.

I'm sorry to hear that your partner has a problem with their plan. I'd recommend that they speak to our Mobile Care team as soon as possible so that we can look into that for them.
Chris