topic Re: How can I cancel my EE contract online? in Contracts & Billing

Re: How can I cancel my EE contract online?

Spasticus — Sat, 08 Jun 2024 11:59:54 GMT

I've tried the link. It doesn't give me an option to cancel. I've tried ringing and was told I had to go back to the store I took out the contract with. This is inconvenient and I should not have to do this. You're making it unnecessarily difficult for me, as I'm disabled and have problems going out. Thanks. Danny.

Re: Re: How can I cancel my EE contract online?

Leanne_T — Sat, 08 Jun 2024 13:54:29 GMT

Hi @Spasticus

Thanks for coming to the community.

Are you out of contract?

Did the team advise why you needed to visit the store?

Speak soon 🙂

Leanne.

Re: Re: How can I cancel my EE contract online?

Spasticus — Sat, 08 Jun 2024 18:34:32 GMT

Hi @Leanne_T

No I'm not. I'm still within the 14 day cooling off period. I only signed it last week.

No they did not. I can only assume it's so that they can talk me out of it!

I've written a letter about it and will post it this weekend. I believe it contravenes the Equality Act 2010, as I have accessibility issues.

Thanks.

Danny.

Re: Re: How can I cancel my EE contract online?

Katie_B — Sun, 09 Jun 2024 06:54:42 GMT

Hi @Spasticus.

Thanks for getting back to us.

What product did you purchase?

Unfortunately, we can't offer in-store returns for the following:

change-of-mind returns
EE home broadband
accessories
extra services added to your account after joining or upgrading
insurance services, where separate insurance terms will apply

Katie

Re: Re: How can I cancel my EE contract online?

Spasticus — Sun, 09 Jun 2024 09:03:11 GMT

Hi @Katie_B

I bought a SIM on a two year contract. I believe it's the law you have to allow for a fourteen day cooling-off period for anything signed on the spot and in any case, the salesman assured me that was the case. I told him I would only sign if I had the opportunity to change my mind once I'd had a chance to read through the ToCs. I was just presented with two long documents to sign. There was no way on earth I could have read through and digested all that legal stuff in the shop there and then.

Re: Re: How can I cancel my EE contract online?

bristolian — Sun, 09 Jun 2024 09:06:09 GMT

@Spasticus wrote:

Hi @Katie_B

I believe it's the law you have to allow for a fourteen day cooling-off period for anything signed on the spot

Unfortunately you believe incorrectly. Financial products may do, but standard purchases don't - the premise being that you have ample opportunity to inspect the items face-to-face.

Not so with distance-based sales, thus the 14days statutory "change of mind" requirement.

If you can prove the salesman misled you here, that would give you a good case, but otherwise if you're not happy with anything you're asked to sign - sorry to say but the answer is not to sign.

Re: Re: How can I cancel my EE contract online?

Spasticus — Sun, 09 Jun 2024 12:27:54 GMT

I was misled. I signed on the understanding that I could change my mind. It wasn't a physical product that I could inspect and the contract was too long and complicated to go through there and then. He should have given me ample time to read through first and allow me time to do so. Instead, I felt pressurized to sign. It's bad practice if not technically illegal but still, it's not the worst deal, even if it isn't what he at first said it was, so I suppose I'll have to live with it and learn from it.

Re: Re: How can I cancel my EE contract online?

bristolian — Mon, 10 Jun 2024 16:41:26 GMT

@Spasticus wrote:

I was misled.....I felt pressurized to sign.

A difficult one, this. Genuine cases of misleading advice could easily end with one persons word against another, and who is more compelling.

Sales pressure is another argument entirely.

Re: Re: How can I cancel my EE contract online?

Spasticus — Tue, 11 Jun 2024 05:52:48 GMT

Precisely. It would be my word against his.