topic Re: Wrong device removed in Contracts & Billing

Wrong device removed

jphuds — Mon, 03 Jun 2024 09:52:54 GMT

I have recently come to the end of my contract and asked for the Samsung Galaxy Tab A7 Lite (which I was led to believe came with the phone but found out later down the line they were charging me for it) to be removed from my account as I was unable to remove it myself from the app.

I was told it took 30 days to remove, which fell into my billing period, so once again I was charged for a device i'm not using.

30 days later it transpired the person on the phone who removed the device, removed the wrong one and has removed my mobile device rather than the tablet. This has left me without a phone as my mobile no longer connects to the EE network and unable to call 150 to rectify.

Re: Wrong device removed

Leanne_T — Mon, 03 Jun 2024 12:12:00 GMT

Hi @jphuds

I am very sorry to hear this has happened.

To get the account looked into and the number reinstated, please call us from any other phone or VoIP calling service such as Skype on +44 (0)7953 966 150 or +44 (0)800 956 6000 and the team will help get this sorted.

Thanks.

Leanne.

Re: Wrong device removed

XRaySpeX — Mon, 03 Jun 2024 18:33:23 GMT

@Leanne_T : When you suggest user call a non-Freephone no. like +44 (0)7953 966 150 over Skype do you realise that it would involve them in setting up an a/c with Skype & crediting it with money or at least a bank card? With Freephone nos. they have to do none of that but just "dial" the no.

Re: Wrong device removed

Leanne_T — Mon, 03 Jun 2024 18:52:02 GMT

Thanks for the feedback @XRaySpeX both numbers are provided for calling from another phone and also the freephone number.

Thank you 🙂

Leanne.

Re: Wrong device removed

XRaySpeX — Mon, 03 Jun 2024 18:56:37 GMT

I know, @Leanne_T , but only Freephone nos. are free with Skype & don't involve the user in paraphernalia.