watch 7

[Amitmittal]

Dear EE Customer Service,

I am writing to formally raise a complaint regarding multiple misleading experiences I have had with EE, which have caused both financial and emotional distress.

Firstly, I recently purchased a Watch 7 through EE. I am being charged £22 per month for 24 months, totaling £528. At no point was I clearly informed that this amount was primarily for a data plan. When I agreed to the purchase, neither the store staff nor customer service explained this crucial detail. Now I am being told that the charges are for data, which feels deceptive. The market price of the same watch is around £250, meaning I am being charged more than double its value.

Secondly, I had previously purchased an iPhone 14 Pro Max from EE. At the time of purchase, I was told that I could upgrade to a newer version after 6 months by simply paying £100. However, when I returned after 6 months to upgrade, I was suddenly informed that the upgrade cost would be £300 instead. This change in agreement was never communicated beforehand, and again, I felt deceived.

In both cases, EE has provided inaccurate and misleading information at the time of sale, only to change the terms later. This is unacceptable and unfair to loyal customers like myself. I am left feeling that EE is engaging in dishonest sales practices.

I request a thorough investigation into both matters and a fair resolution — either a significant refund or cancellation of the excessive charges.

Please consider this a formal complaint, and I expect a prompt and transparent response.

@Manager @RCus  @marcallera  @scam @EEScam @EEcustomers @deemarc @Peemarcaurf @LeeGreen @ClaireGillies

#complaint

#watch7

#overcharged

#iPhoneUpgrade

#escalation

[bristolian]

This is a public internet forum, and not the way to raise a formal complaint.

https://ee.co.uk/help/contact-ee/complaint 

[Chris_B]

@Amitmittal   The market value of that watch has nothing to do with.  The cost you pay is what EE sell it for and you accepted that when you agreed to the contract.      You don’t say when you took out that contract and as with most of Samsungs watches the price does come down over time as they don’t hold there value. 

[Ali_A · Accepted solution]

Hi @Amitmittal 

I'm sorry to hear you're unhappy and looking to raise a complaint. We want all our customers to be happy with their products, which is why we make sure you'll be made aware of the total monthly cost, product you're purchasing and any inclusive allowance you'll be receiving as part of the monthly cost. 

Purchasing your Smart Watch on a monthly contract allows you to spread the cost of the watch, as well as have mobile network access with data to get the most out of the functions of your watch. 

We're always transparent about the amount you'll pay, as well as any future price increases, at the point of sale so you can make an informed decision if you want to go ahead.   

If customer prefers not to have data included in the purchase, we also sell the Smart Watch as a stand-alone product.

For details of our Upgrade Anytime offer, you can visit our How can I Upgrade Anytime? | EE page, which has all the information including costs involved. 
 

We hope that you’ll never have reason to complain about any aspect of our services. However, if there is something that you’re not happy with, you should contact customer services first. We’ll try and solve your issue quickly where we can, but if you do wish to continue with raising a case please visit Make a Complaint. 

You can also view our Complaints code of practice for details of our complaint handling process. 

 
Ali