topic Re: I immediately cancelled the contract and returned the phone in Contracts & Billing

I immediately cancelled the contract and returned the phone

Sophieg80 — Sat, 22 Feb 2025 10:38:24 GMT

Hi,

I took out a sim only deal with EE and upgraded it to a device. I changed my mind the day I received the phone as I found a better deal with Tesco Mobile. I retuned the phone which was still sealed and unused and they received it on 29th January. However they are still telling me I have a £55 bill that is overdue? How can this be if I immediately cancelled the contract and returned the phone literally within 2 days of receiving it

Re: I immediately cancelled the contract and returned the phone

Sophieg80 — Fri, 21 Feb 2025 20:38:34 GMT

I had a sim only deal with EE for around 6 months and was offered an upgrade.

i took the upgrade of an iPhone 14 for £50 a month with 20gb of data. Anyway I found a better deal with Tesco mobile for an iPhone 15 for 100gb data for £38 a month.

when I received the phone I filled out the cancellation form and was sent the silver returns pack and sent the phone back unopened and unused. They received the phone on 29th January.

i am also with EE for my broadband and on my app it is telling me my mobile account has been suspended and I have an overdue bill of £55?

how can this be? I returned the phone without even using it!

there is no phone to suspend!

This is going to go on my credit file!

I have the proof of postage and it says it was delivered and signed for on 29th January!

Re: I immediately cancelled the contract and returned the phone

Northerner — Fri, 21 Feb 2025 21:18:43 GMT

Hi @Sophieg80

You'll still have some service to pay for. As there is no account access on these forums you'll need to speak to EE CS on 150 for more information.

Thanks

Re: I immediately cancelled the contract and returned the phone

XRaySpeX — Fri, 21 Feb 2025 23:38:12 GMT

Did you cancel it within your statutory 14-day cooling-off period? You never said when you received it.

Re: I immediately cancelled the contract and returned the phone

Lesley_W — Sat, 22 Feb 2025 08:48:05 GMT

Hi @Sophieg80

Welcome to our community.

I'd recommend speaking to our billing team so they can look into what this is for any make any corrections needed.

Lesley

Re: I immediately cancelled the contract and returned the phone

Sophieg80 — Sat, 22 Feb 2025 10:50:43 GMT

Good Morning,

Yes I cancelled it the day I received the phone so it was within about 2 days

Thank you for replying.

sophie

Re: I immediately cancelled the contract and returned the phone

Leanne_T — Sat, 22 Feb 2025 13:21:56 GMT

Thanks for coming back to us @Sophieg80

Please get in touch as @Lesley_W has advised, and the team will get the account looked into and help you get this sorted 🙂

Let us know how you get on.

Leanne.

Re: I immediately cancelled the contract and returned the phone

Chris_B — Sat, 22 Feb 2025 16:19:26 GMT

@Sophieg80 Because you returned the unwanted device and contract and you got put back on to your original sim only contact. You’re still within your sim only contract term and upgrading and returning doesn’t get you out of the original contract as you get put back on it.

You have a sim only contact with EE that you still have to fulfil

Re: I immediately cancelled the contract and returned the phone

Sophieg80 — Sun, 23 Feb 2025 11:23:27 GMT

Hi Leanne,

I did get in touch with someone via chat and it’s all sorted now.

She said it was an error on their part and she cancelled down the contract and charges 😊

Re: I immediately cancelled the contract and returned the phone

Sophieg80 — Sun, 23 Feb 2025 11:25:32 GMT

Hi Chris,

Thanks for your reply!

i ended up contacting them yesterday and a lady there said it was an was an error on their part.

she cancelled down the contract and wiped the charges.

so all sorted now 😊

Re: I immediately cancelled the contract and returned the phone

Leanne_T — Sun, 23 Feb 2025 13:16:03 GMT

Hi @Sophieg80

Thanks so much for coming back and letting us know this has been sorted for you 🙂

Have a lovely Sunday.

Leanne.