EE SIM Plan Unlimited £27 UPG

[mrrd]

I am very very unhappy, the app, and the website in multiple places say to me I am currently on the “EE SIM Plan Unlimited £27 UPG” but my data allowances wheel is saying I only have 100GB, yet the text descriptions of my plan allowances everywhere says I have unlimited data, texts and calls as part of that plan.

CS are unwilling to do as I’ve noticed they have done for others and refer this to be rectified on the system so that it properly shows as unlimited as I am out of contract and now rolling without me committing to a new contract term which seems highly illegal to me.

I am not willing to do as they seem to insist is required and commit to a new contract currently (as that’s pointless as the app, website and even the upgrade website all say I am already on said unlimited plan which they continue to deny is not the case despite me providing screenshots not prove the contrary...) due to

the fact new handsets are due out in the next few months and I want to keep my options open for the best deal for said handset should I choose to get it, yes I know I can upgrade to a handset at any time with EE but unless EE offer me a competitive deal it could unfortunately not be with EE.

Unfortunately to the intransigent attitude of multiple CS staff in this matter it is seriously making me consider other providers even more should they end up proving to be more competitive which is a real shame as before I’ve always found EE CS very helpful before, but it seems once your contract is rolling they don’t want to do anything and help solve an issue which in all fairness is a problem for EE to solve...

[bristolian]

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@mrrd wrote:

Yes sounds like I will have to go down the complains or even ofcom route, I’ve got all the evidence from multiple places on their own app and website to show it should be unlimited yet all CS seem to want to do is deny it and especially the first CS rep verge on pressure selling me a new contract to resolve it...

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Purely on the specifics of the complaints process, Ofcom don't handle complaints from individual customers unless you have a deadlock letter that proves you have exhausted the internal complaints process first.

[mrrd]

No because I haven’t gone over 100GB yet, which from what the CS agents are saying is actually true from wherever they are seeing that it am on a different plan than the website is telling me I’m glad I haven’t otherwise I would have to engage legal help to support fighting such a bill I would suspect.

[mrrd]

Complaint raised as was suggested, how this is dealt with now is going to have a serious bearing on if I will continue on with EE or move elsewhere.

[Christopher_G]

Hi and welcome to the community, @mrrd

I suspect this could be as, @ewanrw described, showing the giftable 100GB of data on the unlimited plan.

However, without access to your account (which we don't have here), it's difficult to say for sure.

Hopefully the complaints team can explain this and make sure you're on the correct plan.

Please come back and let us know what happens.

Thank you.

Chris

[mrrd]

No that is not the case as the CS staff kept trying to say I wasn’t on an unlimited plan despite being presented with screenshots from both the app and my EE that indicate otherwise, clearly there is a fault somewhere which your CS staff are refusing to look into or even rectify other than trying to make a sale for something your own website indicates I already have anyway.