Only 8gb of data when sold 30gb

[RafaB]

Hi,

I have bought a £15 pay and go sim card. The offer had 30gb of data, but my account only shows 8gb. Why is this?

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[Chris_B]

@RafaB   Because you have purchased a 8Gb pack.   It’s an offer that gives you the extra data not the pack allowance.  If you look at add ons does it show a add on there that has more data ? 

[RafaB]

@Chris_B thanks for getting back to me. I didn't realise it was a 3 month offer with 30GB, wasn't particularly clear online.

Anyway I've just cancelled it and requested a refund as it's very expensive for 8GB.

Was going to give EE a try (never used them before), but didn't want a 24 month contract, so went with a pay and go. 30GB for £15 was ok'ish. Needless to say I won't be using EE in the future unless they make their prices more competitive.

[XRaySpeX]

In The legal bit it said:

Summer Data Offer: Offer ends 17.08.2021. Up to three months’ extra data when you purchase a £10, £15, £20 or £30 PAYG Pack.Receive extra data the first three times you purchase the same pack or a pack at a higher value.You receive an extra 4GB of data on a £10 Pack, 22GB on a £15 Pack, 35GB on a £20 Pack and 40GB on a £30 Pack over three months.Extra data will not roll over. You must purchase your 3rd pack before 15.12.2021 to receive extra data on all three packs.Activate your SIM within seven days of purchase and in any event, no later than 17.08.2021 to start receiving extra data.

[RafaB]

@XRaySpeX I've seen that now, the issue I had was that it was a completely separate tab at the bottom of the page which is easily missed. It should highlight this at the point were the customer selects the pack, the customer should not have to go searching for terms and conditions, they should be highlighted at the point of purchase. In my opinion it's very sneaky from EE and somewhat misleading.

Anyway I've cancelled the order and a refund has been issued. EE seems very expensive to me.

[mikeliuk]

I think it's particularly interesting the headline bullets say there is data roll over yet the terms and conditions exclude the majority of the data provided from the roll over. I think there are certainly advertising issues here if the three month nature and other issues are not given prominence.

The OP was lucky to catch all of this in time.

[XRaySpeX]

You can always report it to the ASA if you feel strongly about it. It's fairly easy. You don't need to be personally affected; just that a suspect advert has come to your attention.

[mikeliuk]

Possibly a complaint could also be made to ofcom regarding misselling. It's probably that victims have been too lazy to report these that we have new victims today. 🤓

https://www.ofcom.org.uk/consultations-and-statements/category-2/mobmisselling

Edit: advice along these lines: https://www.ofcom.org.uk/complaints/complain-about-phones-or-internet-services/the-way-a-service-was...

[XRaySpeX]

No, OFCOM don't take individual complaints. This is an advertising issue.

Parliament has not given us powers to resolve people’s complaints about their phone or broadband service. Instead, these can be dealt with by Alternative Dispute Resolution (ADR) services.

[mikeliuk]

If it's on their website, it may not count as a paid advertisement such as on TV, radio, or publication so hopefully it's covered. Otherwise it might be a more general consumer issue.

Hopefully this ASA link is useful: https://www.asa.org.uk/make-a-complaint.html