topic Re: Contract Request! why is EE refusing to send me a copy of my signed contract? in Contracts & Billing

Contract Request! why is EE refusing to send me a copy of my signed contract?

L08 — Sun, 21 Apr 2024 11:14:45 GMT

I want some help. I spoke to EE customer service on the phone to request a copy of my contract and the customer service rep said no I cant do that. I asked why , and he refused to give me a reason and just kept saying no I cant do that. it breaches data protection.

I dont understand how it breaches data protecton to send me a copy of my own contract! There was another post that said I need to call EE and they will send me my contract. that was said by an EE reresentative, and thats why I called them but now this representative on the phone is refusing to send me contract! I want to know why EE is holding my contract and my details hostage! why am I not able to see the contract that I signed? surely I should be able to request a copy of this as its my information that was used to signed the contract?

Re: Contract Request! why is EE refusing to send me a copy of my signed contract?

Chris_B — Sun, 21 Apr 2024 12:37:52 GMT

@L08 When did you take out this contract? If it was recently then it’ll be on your EE account. And yes customer service can send you a copy of the contract and no it’s not a breach of data protection or the GDPR as it’s your contract. If it’s not on your account then call again and hopefully you’ll get someone who knows what there doing.

Re: Contract Request! why is EE refusing to send me a copy of my signed contract?

HGF20 — Thu, 29 Aug 2024 10:42:18 GMT

Hello, I have just come off the phone with a customer services agent after having a similar conversation. When I requested my contract, I was surprised not to hear, "Haven't you received it? I am so sorry..." instead he looked into it, then put me on hold while he asked someone and then came back stating it was a very complicate process, and it might take a couple of days. He then asked me for my email address which he already had (it's on my account) and then ask me to click the confirmation on the email he was going to send me saying this was my email address! What a load of rubbish. However, I was more concerned that this is not done as standard, and almost seems to be bordering on Breach of Contract not to send it to you, 14 days cooling-off period or something.

I also wish you had the option to email them rather than phone only, it allows you to keep a record of all conversations. The more I think about the whole thing the more unhappy I get, but I have to be with them due to my location, not that I expect them to be any different from any of the others.

Re: Contract Request! why is EE refusing to send me a copy of my signed contract?

Chris_B — Thu, 29 Aug 2024 12:35:39 GMT

@HGF20 Your email address might be on your account but they need to know who you say you are this is called security and it’s there for your protection. Just like you confirming the sent email. Perhaps you don’t care if someone was trying to get something in your name.

Your contract details are within your account.

emails are too slow to deal with customer issues as you’re always waiting on a reply.

Re: Contract Request! why is EE refusing to send me a copy of my signed contract?

HGF20 — Fri, 30 Aug 2024 17:58:35 GMT

Hello,

I don't mind waiting for a reply, at least I have something to refer back to.

Please tell me specifically where it is on my account?

Thanks
Lisa Bridge

Re: Contract Request! why is EE refusing to send me a copy of my signed contract?

Christopher_G — Sat, 31 Aug 2024 07:16:17 GMT

Hi @HGF20

Welcome to the community.

When you originally took out your contract, was it in store, over the phone our on the EE Online shop?

Chris

Re: Contract Request! why is EE refusing to send me a copy of my signed contract?

HGF20 — Tue, 03 Sep 2024 10:51:54 GMT

Over the phone, as the website wouldn't let me.

Thanks
Lisa Bridge

Re: Contract Request! why is EE refusing to send me a copy of my signed contract?

Christopher_G — Tue, 03 Sep 2024 11:12:32 GMT

OK, thank you, @HGF20

All of your plan and contract information (dates, costs etc) are all documented in your EE Online account. If you would like a copy of our pay monthly contract or network terms and conditions, they're located here on the EE Website.

Chris

Re: Contract Request! why is EE refusing to send me a copy of my signed contract?

jnthnhewitt — Tue, 07 Jan 2025 14:05:44 GMT

The contract is void and EE should cancel it -

last year they cancelled my (and many others) contract at no cost and I got to keep the hardware as they didn't provide a copy of the contract to customers who bought over the phone