Incorrect line cancellation

MateuszD — Tue, 08 Apr 2025 11:18:33 GMT

My apple watch contract came to an end in Nov 2024 and was moved to a rolling on;, in December I have requested for this to be terminated. I don't normally look at my EE bills in detail (bank statement is sufficient for me to stay on top of things) but in April, mainly because of the price increase, I thought I'd have a look and discovered that my apple watch contract has never been cancelled and EE shut down my old sim only ipad arrangement instead (which is something I would not be aware of, as it stays abroad at my parents house most of the time). Which means that for the last 3 months, I have been charged £40 for the services that I didn't require nor use. I got in touch with EE and all they have come up with was:

1) they said they would close apple watch contract (obviously 30 days notice applies, so another £40 out of my pocket)

2) they have opened a complain on my behalf just to shut it down 24hrs later without even talking to me about it and stating that they provided resolution to the problem

I am not happy with the way it has been handled and ideally would like to seek a refund as I can't see why would I be liable to pay for the operators error.

Has anyone had similar experience and could help or point me in the right direction, please?

Re: Incorrect line cancellation

Peter_W — Tue, 08 Apr 2025 13:30:44 GMT

Hi there @MateuszD.

Welcome to the EE Community!
We don't have access to accounts via these forums, but I'm disappointed to hear that your complaint has been closed when you don't feel this has been resolved.

If you remain unhappy, this can be reopened at any point within 28 days from when it was closed, so I would definitely get back in touch and request to reopen this and escalate if necessary.

You can find full details of our complaints escalation process via our complaints code of practice.

Peter

topic Re: Incorrect line cancellation in Contracts & Billing

Incorrect line cancellation

Re: Incorrect line cancellation