topic Deal not honoured but they still took my £50.00 in Orders

Deal not honoured but they still took my £50.00

Lazza4 — Thu, 12 Jan 2023 12:18:49 GMT

I am absolutely furious that I spent an hour online last night ordering an upgrade trading in my current iPhone 12. I went through the whole process and paid my money ( £50 ) and did not receive any communication relating to the order . On speaking with them this morning they now tell me they can’t do that deal and that my money is just reserved from my account . I feel that this is very sharp misleading practice and they took my order and payment on false pretences. Surely this is not the way to treat long standing customers ? Coupled with the fact I am continuously cut off mid conversation because of their poor connection and the length of time I’ve been with them I am appalled that they can treat me with such poor customer service. Not impressed in the slightest . More annoying is that the young lady I spoke with this morning was very pleasant , helpful and apologetic and she referred to her manager twice they still refused to honour the deal . I’m sure this is contrary to my rights under the consumer laws but even if it was does one really want to continue their custom with a company with such a poor customer service.

Re: Deal not honoured but they still took my £50.00

Leanne_T — Thu, 12 Jan 2023 14:41:08 GMT

Hi there @Lazza4

I'm very sorry to hear this has happened.

If you would like to go through your options and see what is available, I would suggest giving us another call on 150 and the team can help you further.

Thanks.

Leanne.

Re: Deal not honoured but they still took my £50.00

Tessa48 — Fri, 13 Jan 2023 10:01:57 GMT

I always thought contracts are binding once agreed by customer and payment taken I always thought contracts are there for these such reasons, I would ring again or call into the ee shop near you. I've not had any issues and for me customer service for me was great and the communication I have had with Leanne T has been outstanding. I would try again and see what happens they will try there hardest to sort your problem out hope this helps.

Re: Deal not honoured but they still took my £50.00

RDV — Fri, 13 Jan 2023 10:22:44 GMT

They said they can do me a deal on upfront payment for my new phone, £100 instead of £330. Now apparently my order may be lost in the system but I can cancel and re-order for £330 upfront cause they may not honour the original deal. Although I’ve got email proof saying “your order is confirmed” so it’s legally binding. Trading standards would have a field day with all these complaints about EE recently. So tempted to leave EE after all this hassle I just want my phone