topic Re: Cancellation trauma and complaint in Contracts & Billing

Cancellation trauma and complaint

Bigmark396 — Fri, 10 Nov 2023 20:33:51 GMT

I'd rang to end my monthly contract 30 days before its end date, receiving a text confirmation for the date it was to be closed. Shortly after the cancellation date, I got a bill for the next month. I rang to explain, a new cancellation was added ( said the previous hadn't been processed correctly) and now I've been charged for those days inbetween, even when I'd requested a cancellation correctly the first time and didn't use the SIM. I've made a complaint but no update and no final bill and this was over 14 days ago. EE had taken a payment too, which caused me to miss another payment and get charged - which regulator/omsbudsman do I escalate this too to get my money back and compensation? I've contacted EE three times now and I can't face it again.

Re: Cancellation trauma and complaint

James_B — Sat, 11 Nov 2023 12:50:35 GMT

Hi @Bigmark396,

Welcome to the EE Community.

I'm sorry to hear you haven't received an update on your complaint.

When you made your follow up calls, could the EE Guides you spoke to see a record of your complaint?

James

Re: Cancellation trauma and complaint

Bigmark396 — Sun, 12 Nov 2023 08:04:46 GMT

Hi James,

I raised the complaint on my last contact. I've been sent a complaint ID via text but then had no follow up communications from EE to update on the progress.

Re: Cancellation trauma and complaint

James_B — Sun, 12 Nov 2023 08:14:45 GMT

Hi @Bigmark396,

When was the complaint raised?

The current response time is up to seven days.

James

Re: Cancellation trauma and complaint

Chris_B — Sun, 12 Nov 2023 08:15:42 GMT

@Bigmark396 When did you make that complaint?

Re: Cancellation trauma and complaint

Bigmark396 — Mon, 13 Nov 2023 08:37:23 GMT

The complaint was raised on Friday 27th October

Re: Cancellation trauma and complaint

Christopher_G — Mon, 13 Nov 2023 15:12:05 GMT

Hi @Bigmark396

Have you heard anything today?

Chris

Re: Cancellation trauma and complaint

Bigmark396 — Mon, 13 Nov 2023 16:19:07 GMT

Hi,

No, nothing today, no emails or any communications. Just logged into my account to see if there was a final bill or an updated bill but can't see any sign of my account or previous 6 months of bills when I log in.

Re: Cancellation trauma and complaint

Katie_B — Mon, 13 Nov 2023 17:17:05 GMT

Thanks for confirming @Bigmark396.

I have sent you a private message to gather more details.

Katie

Re: Cancellation trauma and complaint

carmamir — Mon, 20 Nov 2023 18:36:16 GMT

Just got to Small Claims Court, the Judge will decide based on evidence if they have mis-sold you the new contract.

It is cheap and fast (that costs small % of the amount that you are owned by EE)

Re: Cancellation trauma and complaint

carmamir — Mon, 20 Nov 2023 18:39:00 GMT

Bigmark396 - sorry haven't quoted you. Small Claims Court is the answer. I was just mis-sold the contract too after I've confirmed that I do not want to be moved to a monthly sim but rather to pay as you go (between 45-30 days).

Seems like they are systemically mis-selling products, perhaps we should gather more people on Facebook and contact good lawyers to make them pay for mis-selling thousands of people in UK.

Re: Cancellation trauma and complaint

Chris_B — Mon, 20 Nov 2023 20:12:21 GMT

@Bigmark396 If you’re changing from a full device contract to a sim only or a PAYG you have to see out the full term of the contract first before you are changed over to that new tariff. Only if you upgrade to another full device contract will that supersede the original contract before the minimum term date.