Contract request

[wjphillips]

Hi, I digitally signed a new mobile and BroadBand contract on Wednesday 3rd September.

I requested a copy via chat on Thursday 4th September and was told I would receive a copy of the contract in 48 hours.

On Saturday 6th I called to enquire why I hadn't received it to be told I couldn't be issued with a copy. I was however offered a 'rebuild' of my contract by using notes from the contract I signed. When I refused, wanting a copy of my signed contract I was informed this would not be possible.

The new phone is still in the box and as the contract included a new Broadband service with a 14 day cooling period I want to make sure I will not be eligible for a copy of my contract before I cancel both services and return the phone.

I have been a customer for nearly 20 years.

Kind regards,

William

[Profile closed]

Hi @wjphillips 

Welcome to the EE Community,

unfortunately here on the community there isn't any account access please contact 150 from your EE device or 0800 079 8586 from any other phone.

Thanks,

David.

[wjphillips]

Hi David, thanks for your reply.

I have emailed EE and on Saturday I called 150.

I would just like someone to confirm in writing that it is company policy to not give customers a copy of their signed contract.

I don't seem to be getting any confirmation.

Cheers,

William

[wjphillips]

Have any other EE customers been told this?

[Christopher_G]

Hi @wjphillips

Welcome to the community.

What do you mean by digitally signed? Did you take out a contract through the website?

Is there something wrong with your plan? Did you get a confirmation order of your plan?

Chris

[wjphillips]

Hi Chris, over the phone I went through the contract and had to agree to it. 

I would now like a full copy of what I agreed to.

The email confirmation did not include the 8 pages & full details I went through with the adviser on the call. Neither does the plan in the app.

I would just like a copy of the contract I agreed to.

I don't understand the difficulty in supplying it. I have no copy of a contract I am committed to for 24 months. I am happy to accept screenshots of every page if a copy cant be emailed to me.

Do I need to request a copy of the call and a copy of the agreement via the Freedom of Information act?

Also, will this be resolved within the 14 days cooling off period and will I not be subjected to penalties?

[Christopher_G]

It will all be noted on your account internally, @wjphillips.

You can find details of the price plan you're on and the length of your contract through your My EE account.

You can see the terms and conditions of a mobile phone and broadband contract agreement on the EE website.

If you have a dispute with the contract, like the price, the plan or length, speak to our Mobile Care team who can check the recording of the call and make sure you're getting what you're supposed to.

If you would prefer to have something written down when you order a new plan/upgrade, you could return it under the 14 day cooling off period and take a contract out in-store where you'd get a signed copy of the price plan you agreed to.

Hope this helps.

Chris

[wjphillips]

Hi Chris, not really.

I just want a copy of the contract so I can view exactly what I agreed to and for my records should there be any dispute. I don't understand why this is so difficult.

I want to see what I agreed to and not be told what I agreed to.

I am not able to go in-store.

I feel I have no choice but to cancel the contract and stop the Broadband order.

[Christopher_G]

We could send you a proof of purchase, @wjphillps

I've sent you a private message to get some information from you.

Please have a look and get back to me.

Thanks

Chris

[XRaySpeX]

All you need to do is print off your Plan details from your MyEE and the standard EE T&Cs you were directed to by @Christopher_G . There you have it all!