topic Elderly mother mid sold eSIM contract in Contracts & Billing

Elderly mother mid sold eSIM contract

BTS25 — Sun, 26 Jan 2025 09:10:14 GMT

Hi everyone, I’m posting this as my 79yo mother has received a threatening letter saying she owes £91 for an eSIM she was sold over the phone for a data plan. Vodafone is my mothers provider as she lives in a remote area and this is the only mobile service that works down there.

Someone from EE called back in December and my mother ( who gets easily confused) signed up for an eSIM which isn’t even compatible with her phone as it’s too old to run. My mother thought she was being sold a new phone.

Nothing has been activated by my mother as she would t know what QR code is let alone how to use one! Please can someone offer some advice? 🙏

Re: Elderly mother mid sold eSIM contract

Chris_B — Sun, 26 Jan 2025 09:30:32 GMT

@BTS25 Someone at EE ? EE don’t cold random numbers to get customers. Sounds like a 3rd party called her and sold her a tariff on EE.

You will have to call customer support to get this resolved,

Re: Elderly mother mid sold eSIM contract

Ali_A — Sun, 26 Jan 2025 12:43:01 GMT

Hi @BTS25
Welcome to the Community

I can imagine how concerning it will be to have received an unexpected letter for payment.

We'd love to get this looked into for your mother.

Can you please give our Customer Service team a call, where a guide will be able to look into how the contract was started, as well as take steps to investigate and resolve this.

Ali