topic Re: EE wont let me cancel my contract at end of term in Contracts & Billing

EE wont let me cancel my contract at end of term

Wick1988 — Thu, 23 May 2024 16:43:40 GMT

Re: EE wont let me cancel my contract at end of term

Wick1988 — Thu, 23 May 2024 16:48:37 GMT

I'm at the end of my 2 year contract, but after admittedly misselling my contract initially, they put a flexi pay contract on it to get me the data they'd originally promised me when I took out the contract. The flexi pay is a 3 year contract.

Thats fine, and I have no problem continuing till pay the flexi pay aspect. I've bought a new phone out of pocket, and I wanted to swap to a sim only deal at the end of my line contract, so I tried to put in my 30 day notice of cancellation.

According to EE, their system will cancel my flexi pay without permission if I try and cancel my line contract. I've pointed out the flexi pay contract terms, that I can cancel my line contract at the end of the term without affecting the terms of my flexi plan, but they've said the only way they'll accept my notice of termination is by cancelling the flexi pay contract without my permission and charging me for the full outstanding balance.

I've been a customer for 10+ years with multiple lines open and a perfect payment record, and you're really going to hold me hostage and break the terms of your own contracts just to spite me for daring to end a contract once its minimum term has expired? What makes them think they can just ignore the terms of a contract and charge people whatever they want whenever they want?

Re: EE wont let me cancel my contract at end of term

Christopher_G — Thu, 23 May 2024 17:52:27 GMT

Hi @Wick1988

Welcome to the community.

I'm sorry to hear that you have a problem with your account and contracts. Did you open a complaint with our Mobile Care team regarding this? They should be able to look back on your account to check that everything agreed is in place and correct.

Chris

Re: EE wont let me cancel my contract at end of term

Chris_B — Thu, 23 May 2024 18:00:47 GMT

@Wick1988 if you’re sticking with EE, then just upgrade your air time tariff you don’t need to terminate it. You’ll then continue with the flex payment and the new airtime contract. But you are correct you should be able to terminate once your past the airtime contract and continue with the flex pay contract. The only time you have to pay off a 36 month flex contract is when you upgrade to a new device at the end of a 24 month airtime contract

Re: EE wont let me cancel my contract at end of term

XRaySpeX — Thu, 23 May 2024 18:03:37 GMT

Your mistake was trying to cancel the airtime plan instead of upgrading it.

Re: EE wont let me cancel my contract at end of term

Wick1988 — Fri, 24 May 2024 06:27:24 GMT

Why is wanting to end a contract at the end of its minimum term a "mistake"?

Re: EE wont let me cancel my contract at end of term

Leanne_T — Fri, 24 May 2024 07:14:34 GMT

Hi there @Wick1988

Thanks for coming back to us.

Did you open a complaint with our Mobile Care team?

The complaints team will be able to get this looked into for you.

For details on opening a complaint if needed, please see our Make a complaint (ee.co.uk)

Thanks.

Leanne.

Re: EE wont let me cancel my contract at end of term

Chris_B — Fri, 24 May 2024 07:17:32 GMT

@XRaySpeX Sorry to say @XRaySpeX but you can terminate at the end of the minimum term of the airtime contract and still continue to pay off the device contract without having to pay off that device contract. You don’t have to upgrade to a sim only. It’s two separate contracts don’t forget.