topic Re: EE shoots themselves in the foot in Contracts & Billing

EE shoots themselves in the foot

ag899 — Wed, 03 Jul 2024 13:12:12 GMT

Here's why I'm leaving EE and not coming back.

I was perfectly happy with my £10 (£9) a month 5gb PAYG account, but after more than 30 sales calls, I was convinced to 'upgrade' to a £20 a month, 2-year contract, that would work out the same price and have more going for it. It worked out to be £9.80, and had the same data but more minutes, which I stated I never used. When I realised this I tried to cancel the next day and was told I'd have to pay £225 outstanding in charges, which wasn't true under the 14 day cooling off period requirement.

After I managed to cancel the contract, and was told that no payment would be taken, a few days later... the first £9.80 payment was taken, despite no use on the number. I tried to request a refund but was told it wouldn't happen although no further payments would be taken. All I wanted was to return to PAYG with my original number, but one month on, I've still not got access to my old PAYG number and can't use any data or texts.

And for some reason, I'm being reminded that payment will be taken again in a few days, despite not one single use on the number and the contract being terminated the same day it started.

So I'm off to Giffgaff.

Re: EE shoots themselves in the foot

Katie_B — Wed, 03 Jul 2024 16:59:02 GMT

Hi @ag899.

Thanks for coming here.

Did you request to cancel or to move back to pay as you go?

If you text AL to 150 from your EE SIM what reports back?

Katie

Re: EE shoots themselves in the foot

ag899 — Wed, 03 Jul 2024 21:18:21 GMT

Yes I was told the contract was cancelled, and it is listed as both starting and ending on June 6th 2024. And yes I was told my account would return to PAYG, and I provided the PAC code to the EE employee. I have screenshots of everything.

Nothing happens if I text AL to 150.

Re: EE shoots themselves in the foot

XRaySpeX — Thu, 04 Jul 2024 00:33:24 GMT

Why did you have a PAC? No PAC is needed for moving from contract to PAYG within EE.

Re: EE shoots themselves in the foot

ag899 — Thu, 04 Jul 2024 08:52:43 GMT

I received it in a text message from EE

Re: EE shoots themselves in the foot

Chris_B — Thu, 04 Jul 2024 09:41:50 GMT

@ag899 You received the PAC because you requested it. The PAC is to change your number over to a different network. It’s a Port Authorisation Code you don’t port within the same network you only port out of a network.

Re: EE shoots themselves in the foot

ag899 — Thu, 04 Jul 2024 09:44:39 GMT

I did not request it because I didn't want to leave the network! I wanted to return to PAYG. It was sent to me with a few other text messages whilst I was speaking to the EE person via chat.

Re: EE shoots themselves in the foot

XRaySpeX — Thu, 04 Jul 2024 10:41:14 GMT

Most peculiar or a misunderstanding!