topic Re: Cancelled contract within cooling off period but EE still chasing me for money. in Broadband & Landline

Cancelled contract within cooling off period but EE still chasing me for money.

Betsytheo58 — Thu, 28 Mar 2024 12:42:00 GMT

I cancelled EE within cooling off period.

1. I returned kit and have proof of postage - chasing me to return.

2. Chasing me for payment of broadband.

I have tried to speak to customer services but everything I tried led me to a dead end. I am very glad I cancelled!!!

Help!! How can I solve this?!

Re: Cancelled contract within cooling off period but EE still chasing me for money.

XRaySpeX — Thu, 28 Mar 2024 12:49:26 GMT

You did order by phone or online? There is no cooling-off period for instore orders.

Re: Cancelled contract within cooling off period but EE still chasing me for money.

Betsytheo58 — Thu, 28 Mar 2024 13:25:43 GMT

I ordered by phone and was mis-sold.

I cancelled within 24 hours of installation.

Re: Cancelled contract within cooling off period but EE still chasing me for money.

Leanne_T — Thu, 28 Mar 2024 15:22:29 GMT

Hi @Betsytheo58

Thanks for posting on the community.

I am sorry to hear you have cancelled the order with us, can I check what date did you return the router?

Were you transferred from BT or was this a new EE broadband account?

Leanne.

Re: Cancelled contract within cooling off period but EE still chasing me for money.

Betsytheo58 — Thu, 28 Mar 2024 16:17:43 GMT

Hello Leanne

Thank you for your welcome email.

1. Router, remote was returned via Post Office on 27 February. The barcode reference is XE479477254GB

2. Kit was installed on Friday 2 February.

3. It was immediately apparent that I had been mis-sold. I contacted EE on Monday 5 February and cancelled my contract.

4. I was with Virgin Media and I decided to switch to EE. I have returned to Virgin Media.

I shall look forward to hearing from you.

Susan

Re: Cancelled contract within cooling off period but EE still chasing me for money.

Katie_B — Thu, 28 Mar 2024 17:57:17 GMT

Thanks for confirming @Betsytheo58.

Are you able to track your return to see if this has been signed for at our warehouse?

Katie

Re: Cancelled contract within cooling off period but EE still chasing me for money.

Betsytheo58 — Sat, 27 Apr 2024 11:56:05 GMT

Letter of 17 April received, today, 27 April. Letter says it’s a final demand of £52.23. However on website I’m told it’s £212.00 to pay. THIS IS WRONG I OWE NO MONEY.

1. I cancelled my contract with you in February 2024. This was within the cooling-off period and was told I had nothing to pay.

2. I owe you NO money. Please explain and update my account to show I owe NO money to you.

Re: Cancelled contract within cooling off period but EE still chasing me for money.

Dadio — Wed, 09 Oct 2024 22:11:28 GMT

Hi Leanne,

Does it matter if you transferred from BT, does this affect the 14 days?

Re: Cancelled contract within cooling off period but EE still chasing me for money.

XRaySpeX — Wed, 09 Oct 2024 22:15:38 GMT

@Dadio : No, not if you ordered by phone or online. It's still the provision of a new contract for services.

Re: Cancelled contract within cooling off period but EE still chasing me for money.

Dadio — Wed, 09 Oct 2024 22:22:00 GMT

Thanks, I was with BT for a few months, sold an EETV and broadband package that started 12 days ago but the tv is poor.

i priced up a Sky package and received a text from EE saying my termination charges are 0, so I proceeded with the order. Then received another text saying the charge is £720!

the only thing I can think of is the BT contract, but I was assured that BT was cancelled for no fee, and the EE contract was brand new, so I think the second text is incorrect?

Re: Cancelled contract within cooling off period but EE still chasing me for money.

Leanne_T — Thu, 10 Oct 2024 07:08:57 GMT

Morning @Dadio

Thanks for coming to the community 🙂

I would suggest giving us a call and the team can check the message for you and help you with the cancellation.

Let me know how you get on.

Leanne.

Re: Cancelled contract within cooling off period but EE still chasing me for money.

Dadio — Thu, 10 Oct 2024 07:11:08 GMT

Morning Leanne,

I just did and got straight through to someone and they confirmed that as I am in my 14 days cooling off period, there are no termination fees. The fee is system generated because the switch date is 23/10/24, but my final billing will only be for services used to that date.

Re: Cancelled contract within cooling off period but EE still chasing me for money.

Leanne_T — Thu, 10 Oct 2024 07:19:24 GMT

Thanks for coming back and letting me know @Dadio

If you need any further help, please come back to the community anytime 🙂

Leanne.