Phone contract Plans sold in 2020 by misleading customers

[Nisha5]

I was sold a plan by EE in September 2020 for £29.00. Apparently the plan was VAT excluded however there was no mention about it. I bought the plan assuming it was £29.00 however in Oct-21 when I did decide to upgrade I was told that I am on a £35 plan. I called up EE and they said there is nothing wrong done on their path and that I should have a problem as the bill has always been paid. Emma (Manager) I spoke to said that even if on the EE website it shows £29, I should have checked my bank statement and queried hence it is not their fault. They are not ready to accept the fact that I was mislead into thinking it was a good deal. This is poor Corporate governance, terrible company ethics into misleading people to buy plans and then just bind them to a contract which they are unwilling to cancel. They did not accept their mistake but instead said that it was purely my fault for not checking my Bank statement and not challenging them at that time. They are the worst service provider and disgusted at their customer services where they do not care about the customers moral values but just the money.

[Northerner]

Hi @Nisha5 

Are you sure your plan wasn't £35 but discounted to the lower price. This is common on some EE plans. 

If you want to complain then please read this link: 

https://ee.co.uk/help/help-new/safety-and-security/protecting-your-information/complaints-code-of-pr...

Thanks

[XRaySpeX]

If the plan was offered with VAT excluded then you bought a business plan. By law all consumer prices must be quoted incl. VAT.