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Refuse to accept the final bill!

sj105
Explorer

I am having this exact same issue with EE! I moved from Sky and they refuse to accept the final bill! 

 

The switch has left me out of pocket as EE have not honoured their 'switch offer' 

 

If you are thinking of moving from Sky to EE, DO NOT DO IT!

14 REPLIES 14
bigrob
Established Contributor
Established Contributor

Hi all

I have one got this sorted by doing the following.

Email the Switch team and put Formal Complaint in the subject.

Then put all your evidence down in a polite manner and attach your bills.

It took a week and I got an email to confirm the credit to my account.

Robin

JimM11
Brilliant Contributor
Brilliant Contributor

@bigrob Hope others see and do similar, sky's getting the final bill document seems the tricky one!

zulu17
Scholarly Contributor
Scholarly Contributor

Looking at the issue here from a distance .

New Supplier offer is to  reimburse the termination charges for specific services upon presentation of those charges on a  final bill  that the customer forwards from Old Supplier.

Customer has presented final  bill from Old Supplier to New Supplier .

My view

Customer can request a breakdown of the specific charges shown on the bill from Old Supplier if the information is not itself clearly specified on bill. That would likely be by separate communication from the Old Supplier..   Any issues go thru the Old Supplier complaints process. 
Customer forwards copy of supporting charge information received from Old Supplier with copy of Final Bill to New Supplier. If New Supplier still refusing  go thru their formal complaints procedure . 

In your case i would also contact Ofcom advice line .  Whilst Ofcom will not investigate individual account issues , there are a couple of issues that they may wish to include in their future reviews,

Observation . As this seems a well intentioned promotion from EE it does seem disappointing that the process with customers moving from SKY receiving their reimbursement seems  to be floundering .
However it understandable that EE would want to be satisfied that  the amount claimed represents the cancellation charges that  they have offered to cover  and not also include charges that are outside the scope. 
It would be interesting to know what EE customer support  recommend their customers do in these circumstances. let’s hope that they make (their) customers journey as straightforward as possible as i am sure these sort of offers to attract customers will continue to occur. 

 

 

Dave4813
Investigator
Investigator

Having a very similar issue with EE regarding the termination charges. I've posted about it on the link below, raised (now two) formal complaints and contacted a reporter with the national press who has agreed to investigate and report on the issue.

https://community.ee.co.uk/t5/Broadband-Landline/Termination-Charge-Scam/m-p/1545364#M122718

zulu17
Scholarly Contributor
Scholarly Contributor

Hi @Dave4813 

Yes I can see how you would be annoyed.  It is hardly a scam but rather your experience does illustrate issues with the EE complaints process and the challenge to get someone to own the issue(s) that customers raise

Looking at what i think is the offer

The offer applies to Consumer Broadband, TV package and Home phone termination charges only, it excludes other termination charges.

The mistake or misinterpretation seems to have occured witin the EE Switch Team and they compounded this by directing you to EE Customer services who seem sensibly identify the switch team as the ones who should be addressing the issue. 

You should consider

https://www.commsombudsman.org/our-process