How to make a complaint

[Davedover2025]

My 80+ mum has just had an early cancellation bill for over £600 due to a cold caller BT/EE representative informing her that her landline was out of contract.  Now she has a landline that cannot accept incoming calls.

help and advice needed please 

[XRaySpeX · Accepted solution]

@Davedover2025 : You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

[Chris_B]

@Davedover2025  Have you confirmed it was a EE agent who called and not a 3rd party ?   You need to get that confirmed first.   

[EParis]

I have similar with my 80+ Parents. We sent dad in to an EE shop to get a basic sim contract. While he was there they sold him a new landline and broadband aswell. It was the wrong contract for them and they paid 144 pcm for their bill. EE'S staff I identified him as vulnerable and did it with out care.

[Linzi_H]

Hi @EParis 

Welcome to the Community.

I'm disappointed to hear you have concerns about your dad's visit to one of our stores. Have you spoken with our team directly about this and opened a complaint?

Linzi 

[Chris_B]

@EParis  not the same at all.  The OP is a cold caller and as yet there is no evidence to prove it was EE who cold called.    I didn’t even know EE did cold calling. 
 
 your dad had every right to say no and walk away with what he went to the store for.   It’s also very presumptuous to say “identified him as vulnerable”   They made an offer and he accepted that offer.  You obviously felt he was more than capable of going to the store alone but now he’s a being tagged as “identified him as vulnerable”