topic Re: EE not cancelling contract within 14 days cool off. in Contracts & Billing

EE not cancelling contract within 14 days cool off.

tess1980 — Mon, 20 May 2024 15:20:09 GMT

Hope someone can help! I agreed to a mobile 4G wiFi contract on the 23rd April and received the hub etc on 24th. It wasn't suitable, poor signal and difficult to set up, and I phoned to cancel the contract on the 27th. I was assured I would have no charges and I would receive a returns bag for the equipment. On the 29th April I received a bill for £58.50, so I contacted EE again and yet again was told they would send an amended bill at £0.00 and the envelope would be on its way. Returning from holiday neither of these items had arrived so I contacted EE again, 17th May, only to be told that the account had not been closed properly, there was now an outstanding bill of £331.00. The agent said he would talk to his manager and phone me back that day. I had no contact so rang again on the 18th. The situation was being resolved and I would get a call within 72hours. That brings me up to 12.21pm today. Surprise! I haven't received a call have sent two call back requests by your EE 'rapid link' which have also not been responded to. This is a very brief resume of the time I have spent talking to your staff, promises of call backs which don't materialise and the total inability to do what should be a very simple task. I have a mobile phone contract with EE which ends in August, I will need some persuading before then that EE is a company I wish to give my money to. Any advice gratefully received. Thanks

Re: EE not cancelling contract within 14 days cool off.

Christopher_G — Mon, 20 May 2024 17:58:42 GMT

Hi @tess1980

Welcome to the community.

I'm sorry to hear of your experience with this so far. Returning equipment within the first 14 days is usually a straight-forward process. Have you heard anything back from our Mobile Care team since posting?

Chris

Re: EE not cancelling contract within 14 days cool off.

tess1980 — Mon, 20 May 2024 18:10:06 GMT

Hi Christopher,

Thank you for responding.

Yes I thought it would be a fairly easy process. No I haven't heard anything from EE and I am now putting everything in writing rather than having rather fruitless phone calls. Which is a bit surreal when dealing with a huge telecommunications business!

Any help you can give would be appreciated.

Re: EE not cancelling contract within 14 days cool off.

Katie_B — Tue, 21 May 2024 09:22:58 GMT

Hi @tess1980.

I have sent you a private message for more details to help get this resolved.

Katie

Re: EE not cancelling contract within 14 days cool off.

tess1980 — Tue, 21 May 2024 12:06:14 GMT

Thank you for your help Katie. Hopefully all resolved.

Re: EE not cancelling contract within 14 days cool off.

Katie_B — Tue, 21 May 2024 12:08:53 GMT

Thank you for letting me know @tess1980.

Any other questions please be sure to visit us again.

Katie