Replacement contract confusion

[GJ76]

iPhone EE

I had nothing but trouble with my Sony Xperia lost faith in it, so I wanted an early upgrade, phoned EE, and was told no problem just pay £394 to clear the old agreement.  Faced with the problems I was getting,I was prepared to pay that clear the hassle and move on

Can you explain please why when you advertise the new iPhone 13 contract of unlimited calls and texts and 10Gb of date for £44.10 per month and no upfront, the staff at EE Whitcliff Croydon were only prepared to sell me a new contract for the iPhone 13  with £80 up front unlimited calls and texts and 1Gb of data for £44.10 and not allow me to clear the  old Sony contract.  This means with effect both contracts are still running and you can see my usage, negligible albeit important to me, I am paying for the calls and texts content of both accounts and with nothing like the advertised contract I asked for

This appears as if I have been ripped off for the second time of having EE contracts or worse still is it miss selling for staff bonuses etc.

I need a full written reply with an explanation as to why this has occurred please, so I can take this further if needs be

Regards

[BrendonH]

They processed a new contract for you.

You say this is negligible but you went ahead with it 

You could have rung 150 to process the early upgrade and went ahead with the seal advertised online 

As your purchased this in store there is no cooling off period so you won't be able to return it 

If I went into a store to pay off a contract and upgrade I would t wak out with just a new contract 

[Leanne_T]

Hi @GJ76

I am very sorry to hear this has happened. 

If you have taken out a new contract with a new number, have you spoken to our Mobile Care team on 150 to look into cancelling the existing contract you have? 

They will let you know how much the early cancellation fee is and help you with this. 

Thanks.

Leanne.

[mikeliuk]

Hi @GJ76 ,

In addition to the above good advice which you have received, I wanted to suggest something for your consideration.

If you clear the old agreement and pay it off as a lump sum, typically you pay as much as if you just stick with it and receive the services (you only save the VAT). You seem have been given a new contract when this is not what you requested when you asked for an early upgrade so it should be relatively easy to reverse EE's mistake.

The Apple website says the iPhone 13 is currently GBP 679 so you could put the GBP 394 towards buying the device new and unlocked for roughly GBP 300 more.

https://www.apple.com/uk/iphone-13/