Immoral and illogical early termination fee (moving from Plusnet)

[theinspiration]

EE and Plusnet are - apparently - exactly the same company.

So why do Plusnet charge a termination fee when an EE salesman persuades me to switch.

And why does the EE salesman say I will definitely get the termination fee back?

You can't have it both ways! Plusnet should not charge a termination fee or EE must honour all termination fees, even from within BT group. How do sales staff not know this?

EE are unbelievable!

[theinspiration]

Well, no, I wouldn't go via Plusnet because 'Dave' from EE told me that he would take care of all of that.

I rang EE up with a question about my EE SIM cards. I wasn't seeking new broadband. But Dave made a convincing play that having everything under one roof would be advantageous.

I would have regretted nothing (apart from being sold something I wasn't even looking for, which was daft) until I was charged an early termination fee from Plusnet, which I had SPECIFICALLY and CATEGORICALLY told by Dave that EE would pay. Dave knew I was coming from Plusnet - it is 100%, uncontroverible.

In my formal complaint I am asking EE to 'play the tape' of the conversation - the truth will out! I was mis-sold.

[theinspiration]

Strange that the EE salesperson didn't quote me those particular terms and conditions. You might think they would know them! If I was an EE salesperson I would be worried about breaking the law by using misrepresentation. However, I've never been very good at sales, preferring to give people honest advice.
Thank you for the thought, though.

[JimM11]

@theinspiration Personally hope that it all works out, was in no way trying to disparage or refute anything that you were saying, no one has any facts, and the salesman could sell sand to the 'know the rest off the saying', thanks for replying though, have a good one and again good luck with it all. Jim

[Peter_W]

Good afternoon @theinspiration.

Thanks for reaching out to us here on the Community!

I'm glad to hear that you've managed to get a complaint raised on this one; if your call was initially about another topic and the broadband was pitched alongside this, then we'd expect the call recording to be available. 

As some of the other users have mentioned, we do offer switching credit for some providers, so it may have been genuine human error on the Guide's part if they didn't realise Plusnet wasn't included. 

Please keep us posted on how you get on!

Peter

[theinspiration]

Please see my latest post, Peter! Thanks for reaching out.

[theinspiration]

Just an update on this, and I must be fair to EE, hence this post.

EE have readily refunded the entire termination charge and have apologised for the stress and inconvenience caused.

My original call was recorded and played-back, and everything I have said on this thread was upheld. The upshot is that many staff at EE are realising the terms and conditions of the reimbursement offer do not apply to Plusnet. This is new information for many staff!

I have also complained about the appallingly unhelpful attitude of the EE Switch Team.

It is sad that a formal complaint was needed but, in fairness, EE have responded within 4 working days and sorted it out.

To those of you who said I was at fault. I wasn't. People do not analyse obscure terms and conditions, and do not have an opportunity to do so when they are on a phone call. That is why the salient terms and conditions are read back to the customer during the call! 

[Peter_W]

Thanks for the update here, @theinspiration.

I'm really glad to hear you managed to get that resolved, and thanks for coming back to let us know, too!

This should absolutely be fed back to the Guide who you spoke with, and fingers crossed customers should be better supported should this occur again in the future.

You take care,

Peter