topic Re: Why am i getting marketing when i have opted out? in Contracts & Billing

Why am i getting marketing when i have opted out?

wiztwas — Thu, 14 Mar 2024 19:06:13 GMT

I have opted out of marketing, yet i got a text today trying to get me to remove my smart cap.

Dd they not comply with the law or have I missed a hidden check box?

@Everyone

Re: Why am i getting marketing when i have opted out?

Chris_B — Thu, 14 Mar 2024 21:23:05 GMT

@wiztwas Can you post what the text actually said ? You don’t get texts about spend cap removal unless you request to change or remove it.

Re: Why am i getting marketing when i have opted out?

wiztwas — Mon, 18 Mar 2024 10:57:51 GMT

I made no change to the spend cap, it is as it has been ever since I joined months and months ago.

The message came form 150

It said

Hi! from EE. As you have a Spend Cap, we've now barred some chargeable services. To increase it, you can use the EE app or reply with SPEND CAP. Thanks.

Re: Why am i getting marketing when i have opted out?

Leanne_T — Mon, 18 Mar 2024 12:59:13 GMT

Hi there @wiztwas

Thanks for coming to the community.

To get your account looked into, please call us on 150 and the team will be happy to help 🙂

Leanne.

Re: Why am i getting marketing when i have opted out?

wiztwas — Mon, 18 Mar 2024 13:00:23 GMT

I think that would be a waste of my time.

Re: Why am i getting marketing when i have opted out?

Leanne_T — Mon, 18 Mar 2024 13:29:00 GMT

Hi @wiztwas

The team would check your marketing preference and the spend cap message you have received to help you further 🙂

Leanne.

Re: Why am i getting marketing when i have opted out?

wiztwas — Mon, 18 Mar 2024 15:32:02 GMT

I think it would be a waste of my time.

I replied to the message with the word STOP

that told me to send STOP to Another number, which I did, that then sent a message back saying I had to send it to another number, I can see from my history that I had done this a couple of months ago.

I did repeat it with the other number they gave so they have been told 4 times on 2 separate numbers to STOP.

They are just ignoring my requests and spamming me. I don't see how talking to some poor person in customer service is going to change the corporate structure that ignores the regulations.

If I was going to invest significant extra time on this then it would be with the ICO or whomever is in charge of spam texts and get them to take action.

I just cant be bothered. EE don't respect my privacy.

I am shouting this form every rooftop on social media and here in the forum, because it is so very WRONG that they do this.

Re: Why am i getting marketing when i have opted out?

Leanne_T — Tue, 19 Mar 2024 08:05:51 GMT

Hi @wiztwas

I've looked into this further and opting out of marketing preferences would stop any marketing messages being sent to you, but you will still receive necessary updates about your services.

This message that you received was letting you know about a change to a service that you have on your account. If you want to keep your spend cap as it is, you don't need to do anything.

If you would like to discuss this further I suggest speaking to our Mobile guides on 150, so they can look into your account.

Leanne.

Re: Why am i getting marketing when i have opted out?

wiztwas — Tue, 19 Mar 2024 10:32:48 GMT

There has been no change in service on my account since I opened it.

This was a MARKETING message not a service message, it was actively trying to increase your income by getting me to remove the Spend Cap.

There is no question about this. EE do not comply with good marketing practice, their opt out does not opt you out of marketing communications.

I would prefer it is EE did comply with regulations.

Talking to 150 about this is a waste of time.

If you want to help, tell me who the regulator is for this, is it the ICO or is it OFCOM, whom do I escalate this to?

Re: Why am i getting marketing when i have opted out?

Lunalula — Mon, 28 Oct 2024 15:24:33 GMT

I agree. I text stop on Friday as I keep receiving selling calls from India trying to sell me a phone upgrade I do not need.

today I received another marketing text telling me about a discount on a Samsung phone!!!
I called 150 and you just go round in circles including being hung up on.

the online service to adjust marketing preferences also goes in a loop and goes no where.

I presume the only option is to complain to trading standards as there is no way to unsubscribe!!

Re: Why am i getting marketing when i have opted out?

wiztwas — Mon, 28 Oct 2024 15:34:41 GMT

It may be that the calls/texts you get are not from EE, but from some dodgy independent phone reseller "working on behalf" of samsung/microsoft/ee. Ask them directly if they work for XXX or if they are "working on behalf of XXX"

I have not had any issues since my original post.

If you are getting unwanted calls then.

1/ Register your phone with the TPS here https://www.tpsonline.org.uk/register

2/ after 28days whenever you get a call report it here https://www.tpsonline.org.uk/complaint

Text messages are handles by the ICO you can report them here https://ico.org.uk/make-a-complaint/nuisance-calls-and-messages/spam-texts-and-nuisance-calls/

You can also forward spam and phishing texts to 7726 more info here https://www.ncsc.gov.uk/collection/phishing-scams/report-scam-text-message

Re: Why am i getting marketing when i have opted out?

Alex_H — Mon, 28 Oct 2024 18:48:53 GMT

Hi @Lunalula,

I am sorry to hear you are having an issue with unwanted marketing calls and texts. What is the issue you have had when trying to call 150 as they should be able to opt you out of all forms of marketing from us if that is what you want.

You can find a list of the numbers our partner companies would call from on our help page here Numbers EE partners will call from | Profile Help | EE So if the call you got was from one of those numbers, opting out of phone marketing will stop those types of calls moving forward.

Though if it was not one of those numbers the call is likely a scam call and it would be best to report it by text CALL followed by the number that called to 7726.

Alex