Hi Everyone,
On the 16th May 2023 I enquired about moving from my 'Fibre Broadband with Landline' package to the new FTTP service as my street is now connected up.
As I wanted to keep my landline I was told EE couldn't offer me FTTP and a landline service, but were happy to move me to their BT counterparts on the Fibre 500 with BT Digital Voice package, starting a new 24 month contract. I specifically asked about the 11 months left on my EE contract and was told that I wouldn't have to pay anything in regard to the early cancellation charges as EE are part of the BT group. The EE agent arranged my new contract and sure enough the emails confirming the new package arrived and I waited for 2 weeks until going live on the 31st May 2023, during which time I received my new equipment and also a letter from EE confirming disconnection on the 31st May 2023. Their letter had a 'What happens next?' section in which I was informed, '...we will complete the necessary tasks to close down your account and calculate your final bill....there's no need to cancel your direct debit or recurring card payment, we'll do this for you once we have received payment of your final bill'.
As my EE billing period runs from the 25th of the month to the 24th of the following month, the May 25th bill was taken on the 9th June for the full amount (£33.31). I thought OK, payment is always for the month ahead, so I should be due a refund when I receive my final bill statement, since I have only had 7 days of service (25th - 31st May 2023)
Time ticked on. When logging in to my online EE account, I noted my EE plan was still showing as live in early June. I contacted EE customer services and was told it just takes time - wait until your next bill, which I presume would be my final bill and all would be OK.
Low and behold today, the 25th June, I've received another bill for the 25th June -24 July for the full amount (£33.31) even though my service was disconnected on the 31st May! I've contacted EE customer services again only to be told that my account hasn't been closed down and my account is still showing active!? How can this be when the landline number was ported to BT Digital voice which immediately ceased the Broadband with EE? Not only that, but surprise surprise, when my account is officially closed down I will now be charged early cancellations fees which EE allege, BT are to pay me back.
Now I categorically only accepted the switch to BT on the confirmation that I would have no cancellation fees to pay. I didn't take out the BT services, an EE agent did, so after speaking to BT just now, they have informed me that EE need to waive the fees as it wasn't me who ordered their service and so a 'customer contract buyout' will not apply. Plus, BT would only cover up to £300 as credit in a customer contract buyout, so my 11 months left would more than likely exceed this - but, since I haven't had my final bill, I can't be sure what the total amount will be.
I feel quite aggrieved and let down by EE. I have been a customer of theirs since way back in 2010 (when it was Orange').
Any advice would be greatly appreciated. Has anyone else been in a similar position? It would also be nice if anyone reading his from EE customer services could look into and help resolve this matter.
Thanks for reading!
Kind regards,
Phil
