topic Re: Complaint in General Chit Chat

Complaint

Marky4477 — Tue, 04 Aug 2026 22:02:54 GMT

I lost my device and went to the EE store got a replacement device wand kept the same number i have had for 3 years..i was told o also got an extra sim to give to a friend or family....i never activated the other sim and took it back to the store and gave it back as my.bill showed £46 for the number ive had for three years and £57 for the sim thats not been activated? I paid £46 for service on my regular number,but refuse to pay £57 for services i dont need and havent used...not sure were i stand

Any advice please?

Re: Complaint

Peter_W — Wed, 05 Aug 2026 07:10:11 GMT

Welcome to the Community, @Marky4477

From what you've described here, it sounds like the new phone has been sold to you as an additional line rather than an upgrade to the number you already have.

If you were still in contract this could have been done as an alternative to paying an early upgrade fee, but either way you should be given all the different options in a transparent manner.

As a first port of call, we would always recommend returning to the store where you took this out and highlight it with them directly.

From there, if you were unable to agree on a resolution you can also give us a call, where we can get you transferred to our dedicated retail support team to investigate this further.

Peter

Re: Complaint

Marky4477 — Wed, 05 Aug 2026 21:20:15 GMT

Thanks Peter...
I went to the store and was basically called a liar when i said they didnt
make it clear that i would have to pay for 2 lines.
In fact the receipt hadzeros and at the bottom said "You have saved £50"
I have called Customer Support stating i will pay for the service
for my original but refuse to pay almost £3000 for a 3 year contract i
didn't request and dont need..

Re: Complaint

Peter_W — Thu, 06 Aug 2026 08:47:07 GMT

Thanks for the update here, @Marky4477

I'm disappointed to hear you weren't able to make any progress in-store with this.

When calling up to report this they should be able pass you through to the retail customer care team for further investigation, so please let us know how you get on.

Alternatively you can also raise this as a complaint directly with our complaints team, too.

Peter

Re: Complaint

Marky4477 — Fri, 07 Aug 2026 17:41:52 GMT

Hi Peter,

I seem to be going around in circles.

I went into the EE Store in Blackburn and was told by the store managerbasically i was lying) because i was made aware of the extra costs.

How can somebody who didnt speak to me know what i was made aware of??

Also if i continue paying my bill for the number i have had for 3 years can my services be suspended?.ive been told my services will be suspended on 28/8/2026

Re: Complaint

Lesley_W — Sat, 08 Aug 2026 09:12:43 GMT

Thanks for the update @Marky4477

Have you tried any of the routes @Peter_W suggested above?

If your numbers are on the same account and there is an unpaid bill, it will affect all numbers.

Lesley

Re: Complaint

Marky4477 — Sat, 08 Aug 2026 09:19:40 GMT

I have tried all routes mentioned by Peter W and will be leaving EE when my services are suspended as i am totally amazed how unhelpful both the store manager and EE customer service have been.

Surely it is easy to cancel a Sim card i dont have ,have never activated but am being charged over £2000 over a 3 year contract.

Im sure nobody would pay for something they have never used or intend to use after being mis-sold it for the benefit of commission.

Re: Complaint

Lesley_W — Sat, 08 Aug 2026 12:59:20 GMT

I'm sorry that the store haven't been able to help @Marky4477

When you spoke to customer service, did they raise a complaint?

Lesley

Re: Complaint

Marky4477 — Mon, 17 Aug 2026 04:52:19 GMT

Hi Lesley...

The issue has been resolved,but the unused sim is preventing me from using "charge to bill" because im told i have more than 1 number on my account....even though im told nothing will be billed to the unused number .

Re: Complaint

Chris_S — Mon, 17 Aug 2026 07:12:14 GMT

Hi @Marky4477,

I appreciate you letting us know that the issue has been resolved.

I'm concerned that the number is still on your account, preventing you from setting up a Charge to bill.

Did our guides give you a date for when the number will be removed from your account?

Chris S

Re: Complaint

Marky4477 — Mon, 17 Aug 2026 07:29:30 GMT

Hi Chris

I wasnt told when or if it will be removed,i was just it will still show in my billing but will not be charged ,even though i explained that the unused sim card was bac at the EE Store.

Mark

Re: Complaint

Chris_S — Mon, 17 Aug 2026 07:53:21 GMT

Thanks @Marky4477,

Even if the monthly charge has been removed for you, it's still not ideal if you want to add a Charge to bill product.

I'd recommened giving us a call so a guide can get access to your account and give you some clarity on the situation.

Chris S

Re: Complaint

Marky4477 — Mon, 17 Aug 2026 23:13:22 GMT

I called today and was told to go to the EE Store,which i refuse to do because the senior member of staff told me i was told all the details even though he was sat with another customer.How can somebody sat at another table know what i was told?

I gwas told my complaint had been escalated...10 minutes later another SMS said your complaint has been resolved.

How hard is it to remove a number ive never used,never activated,and have no need for a 2nd plan.

Re: Complaint

Rach_H — Tue, 18 Aug 2026 07:33:53 GMT

Hi @Marky4477,

I understand that this is far from ideal, but we do not have account access here on the Community, so you would need to either call the team again, or go back in store and request to speak with the manager.

Rach