EE scammed their customers

[Tzada]

EE is a complete scam. I signed a 2-year contract with EE for the iPhone 14 Pro Max, starting in June 2023 and ending in June 2025. After my contract ended, EE charged me an extra bill for a 25th month, claiming I didn’t request a cancellation. They said a text was sent in June 2025, but I was outside the UK at the time and never received any message from 150.

In July 2025, I was shocked to see a new charge of over £109 from EE appear on my bank account. I immediately cancelled the payment, as my contract had ended and all monthly bills had been fully paid. However, when I logged into the EE app, the £109 bill still showed as due for July, and I also received a text asking for payment.

I contacted EE customer service and spoke to a representative who told me I should have called to cancel the automatic renewal. I asked why I needed to call when the 24-month contract had already been completed and all payments were made on time. I also explained I was outside the UK and didn’t receive the cancellation text. Her response was, “That’s not our problem,” and she insisted I still had to pay the £109.

This is completely unfair and unacceptable. I’ve been a loyal EE customer for over 3 years, and this is how they treat people. EE’s practices feel dishonest and misleading. I will never recommend anyone to join EE — this is a major scam, and I will be posting this experience on all of EE’s social media and apps.

[Schockwave]

Hello @Tzada ,

Welcome to the community,

Contracts do not just end, just the minimum term, and all networks do the same, as otherwise customers would complain.

You should have received notification that you should have received notification about the minimum term and that you can now change to a sim only contract, this is why now it has been changed to have flex pay for devices and sim only for contracts, so that when the device is paid off, that part will stop, but the contract will continue until you upgrade or decide to leave to go to another network. This has been in place now for over a year, I believe and is much better system than the old one. 

By the way this is not customer services and we have no account access, but if you want to launch a complaint, here is the link:

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

[Tzada]

I understand your point, but that doesn’t explain why they charging me a
full bill of over £109 in July, even though my 2-year contract ended in
June and the device has been fully paid off. If the contract had simply
switched to a SIM-only plan, then the bill should have been around £15 to
£20, not over £100.


Also, I was outside the UK in June and never received any text message from
EE. Since EE has my registered email address on the contract, they should
have sent an email notification, especially if they were going to continue
charging me beyond the contract period. That’s standard and fair practice.


I have paid every monthly bill on time throughout the full 24-month
contract, and I feel this extra charge for the 25th month was unjust and
misleading. It feels like EE is just trying to catch people out and take
extra payments, which is really disappointing.

[Schockwave]

@Tzada , that is not EE’s fault if you did not receive the reminder due to being abroad if you did not have your phone on to receive text which they should have sent you, this is why they have now changed to flex.pay recently, to avoid the disappointment. I always keep an eye on my payments, so that does not happen.

As I have written, you can make a complaint via the link I have given you.

[Matt_124]

EE cannot make the unilateral decision to switch your contract terms to move you to another price plan - this requires the customer's consent to do so. The onus to initiate this change is on the customer with these 24-month bundled plans (plans with a combined price for device+airtime).

Upgrades to SIM Only can be ordered 30 days before the minimum term end date, and will be actioned once the minimum term expires.

As pointed out by @Schockwave above, the networks (including EE) are increasingly moving towards a new style of contracts (known as Flex Pay on EE) where there is a device credit agreement - which automatically terminates when all scheduled payments have been made, and a separate monthly-rolling airtime plan.

This is in response to customer demand as not everyone seems to keep track of their upgrade dates and end up unintentionally paying the higher rate for longer than perhaps necessary.

Even then, some may not be eligible for these credit agreements and continue to upgrade on these 24-month bundled agreements.

[XRaySpeX · Accepted solution]

@Tzada : EE's traditional mobile contracts have no concept of paying off the handset. You agreed to pay the same price for the full duration of the total bundled contract. 

These mobile contracts don't just end, just the min. term expires. They are not fixed term contracts. After the min. term they just carry on at the same price on a rolling 30-days' notice basis until you explicitly cancel, upgrade or port your no. away. There may however be a 10% discount 3 months after the end of min. term. You may always choose to upgrade your contract to a cheaper SIM-Only contract from the last 30 days of your contract term.

[Chris_B]

@Tzada  it’s in the T&Cs of the contract that you agree to and accepted when you took out the contract,  but if you didn’t read any of that thats down to you.  

Perhaps you should get cut off when the contract reaches its minimum term date,   Perhaps your broadband should do the same or how about when you reach the minimum term of your electricity/gas contract you should just get cut off.   Doesn’t sound good does it. 

Just imagine if you were abroad when that happens.  

[bristolian]

---

@Tzada wrote:
even though my 2-year contract ended in
June

---

Your contract did not end. The natural consequence of this would be your phone & network service being automatically disconnected. If this were carried out, the complaint volumes (and press interest, I suspect) would be horrendous.

Before the introduction of FlexPay, there was customer-pressure to separate device-hardware-loans from the airtime element - there is now a contractual structure in-place to provide this, but there are downsides in some scenarios. Networks are in a no-win situation here, there is no perfect answer for everyone's circumstances.

Every other point I would have made, has already been made.

[garybs29]

To be frank & honest, post away, it's just you proving that you never read & understood what you were signing up too & instead of taking it on the chin trying to pass the blame