Cancelled contract within cooling off period but EE still chasing me for money.

[Betsytheo58]

I cancelled EE within cooling off period. 

1. I returned kit and have proof of postage - chasing me to return.

2. Chasing me for payment of broadband. 

I have tried to speak to customer services but everything I tried led me to a dead end. I am very glad I cancelled!!!

Help!! How can I solve this?!

[XRaySpeX]

You did order by phone or online? There is no cooling-off period for instore orders.

[Betsytheo58]

I ordered by phone and was mis-sold.

I cancelled within 24 hours of installation.

[Leanne_T]

Hi @Betsytheo58 

Thanks for posting on the community. 

I am sorry to hear you have cancelled the order with us, can I check what date did you return the router? 

Were you transferred from BT or was this a new EE broadband account? 

Leanne.

[Betsytheo58]

Hello Leanne

Thank you for your welcome email.

1. Router, remote was returned via Post Office on 27 February. The barcode reference is XE479477254GB

2. Kit was installed on Friday 2 February.

3. It was immediately apparent that I had been mis-sold. I contacted EE on Monday 5 February and cancelled my contract.

4. I was with Virgin Media and I decided to switch to EE. I have returned to Virgin Media.

I shall look forward to hearing from you.

Susan

[Katie_B]

Thanks for confirming @Betsytheo58.

Are you able to track your return to see if this has been signed for at our warehouse?

Katie

[Betsytheo58]

Letter of 17 April received, today, 27 April. Letter says it’s a final demand of £52.23. However on website I’m told it’s £212.00 to pay. THIS IS WRONG I OWE NO MONEY.

1. I cancelled my contract with you in February 2024. This was within the cooling-off period and was told I had nothing to pay.

2. I owe you NO money. Please explain and update my account to show I owe NO money to you.

[Dadio]

Hi Leanne,

Does it matter if you transferred from BT, does this affect the 14 days?

[XRaySpeX]

@Dadio : No, not if you ordered by phone or online. It's still the provision of a new contract for services.

[Dadio]

Thanks, I was with BT for a few months, sold an EETV and broadband package that started 12 days ago but the tv is poor.

i priced up a Sky package and received a text from EE saying my termination charges are 0, so I proceeded with the order. Then received another text saying the charge is £720!

the only thing I can think of is the BT contract, but I was assured that BT was cancelled for no fee, and the EE contract was brand new, so I think the second text is incorrect?