not notified of contract end date - complaint

[COMPLAINTbnh]

Hello

I have received this week an email to state my contract ended in Feb 2024.  So a year back.  And yet nothing was received to let me know about this.  The new offer given on the email is £10 less than I've been paying per month for the last year.

I've rung ee to get a new contract set up and first was given a different price higher than the one on the email and then, when I enquired why I hadn't been notified a year back I was told it's because I've said I didn't want any offers so they couldn't send an email.  So I asked if they couldn't send me an email then why could they send me one now.  The individual on the phone didn't know.  

I also asked where on their website could I see what the contract dates are so I could better monitor this.  She didn't know and could only suggest that the information might be available if I had their app on  my mobile.  

So basically I have paid £10 a month more for a year than was necessary so would have thought that there should be some consideration for paying ee an extra £120.

Am I the only one that's had this?

[bigrob]

I would hazard a guess that they have more than 1 system that don’t talk to each other.

One system wouldn’t email about new offers as that is what you requested. But then a 2nd system kicked in after you had been out of contract for a year with a new offer. 
You must have been notified by email and you may even have discussed it at the time when you took out your contract. You chose not to get email offers (to cut down on email no doubt which is understandable).

The onus should then be on you to be aware of your contract end and be proactive in looking for a new deal. What you don’t know is whether the £10 cheaper option was available a year ago.

It is easy enough to put a few reminders in your phone for when a contract ends.

[XRaySpeX]

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@COMPLAINTbnh wrote:

why I hadn't been notified a year back I was told it's because I've said I didn't want any offers so they couldn't send an email.

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That would be that you had opted-out of marketing offers. That shouldn't affect emails about live products you had contracted from EE. They are obliged to send you those incl. your options for when your min. term is up.

[Chris_B]

@COMPLAINTbnh so you’re saying you’ve not looked at your EE  account for almost a year now.   Because your account would say you’re eligible for an upgrade.    
 
 EE didn’t know that you were not happy with what you were paying so why would there be some consideration for you paying an extra £120 over the last year when you could’ve actually upgraded at any point in that last year had you looked at your account to see that you could upgrade.       You happily used the tariff allowance over the last year.    

And why not just add stuff like this to a calendar app ?   smart phones have great calendars for this sort of thing,  you get notifications and you can set different time frames of this notifications. 

[Northerner]

Hi @COMPLAINTbnh 

Do you not know and track your contracts. 

I suggest you complain to EE here:

https://ee.co.uk/help/contact-ee/complaint

Thanks 

[COMPLAINTbnh]

I look at my account regularly.  Not sure why I'd look at getting an upgrade when I think I'm in the middle of a 24 month contract.  And there's nothing obvious on line to say that I'm not still in contract.  

I have set a reminder now.  Doesn't answer my question about why I didn't get notified a year ago but do get a notification now.  

[Chris_B]

@COMPLAINTbnh  On your account it’ll have an upgrade tab if you’re eligible to upgrade.   And you can always text UPGRADE to 150. 

[XRaySpeX]

@Chris_B : I don't think that's the case for BB.