I have now, belatedly, received a reply from the Switching team. Which has made me feel mightily aggrieved.
To recap, I was told at the outset (see the exact words above) that " we will cover the final bill charged (by Virgin) up to £300". That was it. A one sentence piece of advice with NO LINK to what the offer meant, precisely.
Now the Switching team tell me that the offer covers only a CONTRACT TERMINATION CHARGE. "This is the only charge we will credit to your new EE account and we need confirmation of the amount. This usually appears on the final bill from your previous supplier".
My situation is this. My new contract with EE started on 28th January. I was well out of contract with Virgin, so there was NO contract termination charge - only a requirement to give Virgin 30 days notice of termination of service. That notice was duly given and Virgin acknowledged to me that my service would terminate on 2nd March. But Virgin's final bill comprises 2 elements: the first covering a payment due for 27 January - 27 February and the second what they call an "advanced month from 27th February".
This seems to me to be both ridiculous and infuriating. I am willing to make the first payment, which covers the bulk of the notice period. But to be expected to pay for another full month, most of which post-dates the end of the notice period, is just crazy. And, having been misled by EEs initial advice, I now find that I can expect literally nothing by way of reimbursement from EE. Which adds insult to injury.
I would be most grateful for an official response from EE to this. Is Leanne or someone else from the EE Community Support team the right person to respond?
@johncellis wrote:
Thanks, folks, for your speedy and helpful responses. If the switching team are not going to respond to emails, then it would have been much more helpful if the process had been explained in a bit more detail at the outset. Or at least provided a link, as Leanne has done above.
from EE.
