topic Re: 50% friends and family and misold contract in Contracts & Billing

50% friends and family and misold contract

sneakyg — Sat, 11 May 2024 22:20:42 GMT

Hi,

I have recently upgraded my sim only deal and was informed by multiple staff from EE (when deciding) that I will get 50% off my sim only contract. I upgraded my sim only to the full works and also was informed at the time that they would give me the standard netflix plan, I called up and went through the set up process and informed the EE worker that the standard has a £3 a month charge and that was assured that i could select this and the charge would not be applied - however i have been charged. This week i contacted EE and the worker said that they would go and listen to the call and get back to me, yesterday i recieved a call back and then spoke to the workers 'manager' who was very rude and unprofessional. She said that I should not of got 50% off as this does not apply to sim only plans (that it should of been 50%), that i would have to pay the extra £3 a month and that if i disagree then they would have to send out a deadlock letter as she had already spoken to the relevenat department. She said that if they honored the original deal and apply the £3 to my account that it would flag on my account and I would be investigated.

Does anyone have any experience in dealing with EE and there bullying tactics?

https://ee.co.uk/content/dam/help/terms-and-conditions/offers-promotions/friends-and-family/friends-and-family-discount-terms.pdf - is this incorrect?

Re: 50% friends and family and misold contract

bristolian — Sat, 11 May 2024 22:47:54 GMT

The offer of a deadlock letter suggests that a complaint has already been opened, but I'd suggest making sure of that by either requesting the complaint reference or opening a new one yourself - https://ee.co.uk/contact-ee/complaint

Obtain a copy of all your call recordings using the DSAR process - https://ee.co.uk/help/cyber-security/getting-started/request-my-personal-data

Once you have that, and are confident of your case, take up the offer of a deadlock letter and supply the PDF guidance in support of your claim.

You may even find that the request for the deadlock letter elicits a sensible response.

Re: 50% friends and family and misold contract

sneakyg — Sat, 11 May 2024 23:00:06 GMT

Thanks,

I will request the complaint reference number from them.

Its strange that before the company even investigate (ie listen to the phone call, speak to the previous advisor) that the first response to myself is 'we will issue a deadlock letter'.

No discussions, no rational, no escilation. just - deadlock

Re: 50% friends and family and misold contract

Chris_B — Sun, 12 May 2024 05:58:25 GMT

@sneakyg Did you get 50% off the tariff ? Or did you get what you should of got 30%

Re: 50% friends and family and misold contract

bristolian — Sun, 12 May 2024 07:15:00 GMT

Were you on a F&F discount prior to the price-plan change?

If so, what rate was this at?

Re: 50% friends and family and misold contract

sneakyg — Sun, 12 May 2024 20:17:47 GMT

Yes, i got 50% off the sim only plan

Re: 50% friends and family and misold contract

sneakyg — Sun, 12 May 2024 20:21:12 GMT

Yes, ive been on friends and family for a long while.

it started for a number of years at 50% off, then wet to 30% and when i called up in Feb the advisor told me that if i changed i would get 50% off any sim only plan.

i then called up again a month or so later (after the price increases had been done - april times) and was again informed that it would be 50%.

The manager/supervisor informed me on Friday that sim only plans do not get 50% off - yet i strongly disbelieve this and they seem hell bent on not checking with the previous advisors.

Re: 50% friends and family and misold contract

Chris_B — Sun, 12 May 2024 20:23:06 GMT

@sneakyg Personally I’ll take it and leave it at that. The deadlock could just end up with you getting out of the contract without charge it doesn’t mean EE have to give what was said. You’re at an impasse with EE because of what was said so EE could just allow you to terminate. That is what they could offer you.

Re: 50% friends and family and misold contract

Hoanui — Sun, 12 May 2024 20:46:26 GMT

Did you ask for a copy of the call recording? Ask for one so that your lawyer can look into it and see what happens.

Re: 50% friends and family and misold contract

sneakyg — Sun, 12 May 2024 23:02:05 GMT

I got a feeling that the call wasnt recorded or somehow has dissapeared

Re: 50% friends and family and misold contract

bristolian — Mon, 13 May 2024 07:52:35 GMT

@sneakyg wrote:

I got a feeling that the call wasnt recorded or somehow has dissapeared

Use the DSAR process I linked to in my earlier post to be sure either way.