Early termination fees

[Susan19562]

I’ve been trying to claim the switch offer where EE promised they would pay my early termination fees for my previous provider. They seem to be doing everything possible to get out of paying and are now saying I need the final bill from my previous provider to state a OGEA. Does anyone have a clue what this is please?

[Susan19562]

Hi, I am having the same problem with getting ee to honour paying the early termination fees. I changed to ee from utility warehouse and was promised they would cover the fees. I sent my bill to them and received a email back saying the bill needs to state early termination fees. I contacted utility and they couldn’t change the wording on the bill but wrote a letter to ee explaining that ultra broadcall charges are what they call the early termination fees. I have sent this to ee but they still will not accept it, I rang them again today and the guy I spoke to was extremely unhelpful, I told him I wanted to raise a complaint, then about an hour after the call I received a email saying my complaint had been closed! I wish I never changed provider!

[Leanne_T · Accepted solution]

Morning @Susan19562 

I am sorry you have had the complaint closed and this has not been resolved for you. 

To get the Switching Credit fully looked into, I would suggest getting back in touch with our mobile guides and if this is not resolved on the call you can ask for the original complaint re-opened if this was closed in the last 28 days. Or, you can open a complaint using the Make a Complaint online form, which will be sent to the complaints team and they will get in touch with you. 

Full details can be found in the EE Complaints Code of Practice.

Leanne.

[Susan19562]

The switch team are now telling me they need the bill to state a OGEA, do you have any idea what this is?

[JimM11]

@Susan19562 No idea, why don't you give them a call, then lose the plot, never easy getting it all sorted out for sure!

Is it maybe a SOGEA for a digital phone connection attached to a line that they don't want to pay or match?

Switching Credit | Broadband Help | EE

[Susan19562]

I’ve no idea, they just sent a email saying they were unable to accept my request for the switch offer as the bill needs to state the OGEA

[Peter_W]

Hey there @Susan19562.

I've had a check of this one and it's not something that would typically be required for switching credit.

It could be worth asking the switch team for why this is relevant, as switching credit should be available regardless of what provider you're moving from. 

As @Leanne_T mentioned though, it could also be worth logging this as a direct complaint. 

That way your entire case can be reviewed with this one, and we can make sure we've done all we can here.

Peter

[Susan19562]

Thankyou I will do that now, I have opened 2 complaints previously but within an hour of opening each one they get closed

[Peter_W]

Just as a reminder @Susan19562, if you check out this link you can fill out our webform and raise this with complaints directly. 

If you feel your complaint isn't resolved you can request that we reopen this at any point within 28 days, and should you remain unhappy with the resolution offered this would then be referred to the Ombudsman for independent review. 

You can find the full details of our complaints process here:

EE Complaints Code of Practice - March 2024

Peter

[Susan19562]

Thankyou very much for your help