Complaints

imarlow943 — Fri, 11 Apr 2025 15:44:31 GMT

After a flurry of online prompts telling me i can "upgrade for free today"...

My upgrade ranged from £30.00 up front, £1200 up front to no plans available. So i ring EE to clarify.

To cut a very long story short it would appear a spend cap has been applied to my account, so effectively no upgrade, unless i clarified my identity by using some form of bank check via an online portal. The sole purpose i understood to be for purely ID purposes only. After doing this i heard nothing at all so it appears it was some form of credit ceck using information on an account i sue for Ebay and the likes so not too much income/ spend info on there.

Clearly for whatever reason i have failed a credit check, no CCJ's etc but it is what it is.

I then got a bit miffed with the lack of communication and rang EE to cancel a recent broadband service, only to be told i couldn't then i could, then i had to wait a few days, so all very baffling.

I commented on recent experiences as i was told i had to "give a reason" why i was effectively downgrading my broadband service. Which prompted the call handler to instigate a complaint and a chat with a manager. Manger has gone into a meeting but will contact you within 72hrs. Given that was seven days ago im guessing the communications company that doesnt like to communicate wont be communicating anytime soon.

Not impressed in the slightest having been a customer for years upon years.. Time to let the contracts run out and move elsewhere me thinks.

Well done EE.

Re: Complaints

Chris_B — Fri, 11 Apr 2025 17:40:56 GMT

@imarlow943 Upgrade for free doesn’t mean you don’t pay any upfront cost for the new device. It just means you don’t have to pay off the remaining term of your current contract.

Re: Complaints

imarlow943 — Fri, 11 Apr 2025 18:17:33 GMT

Out of contract so nothing to pay anyway.

Re: Complaints

Chris_B — Fri, 11 Apr 2025 20:02:12 GMT

@imarlow943 You still pay any upfront cost required. The more you pay upfront the cheaper it can be each month and obviously the less you pay the more you pay each month.

topic Complaints in Contracts & Billing

Complaints

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Re: Complaints

Re: Complaints