23-03-2018 02:27 PM
Last month I received a letter about a price increase, saying I could leave without an early termination fee, if I did so by 17th March.
So I found a better deal and signed up with another provider.
Then I received a letter telling me I'd have to pay an early termination fee.
Two weeks ago I phoned EE to try to get this sorted. I was told that according to the information on my account, I had to cancel by 17th February to have no charge. I didn't receive the letter until 16th February, and it clearly says 17th March on it. So while I was on the phone I emailed a copy of the letter to EE, and it was agreed that I wouldn't have to pay a temination charge, and my account would be amended to say this.
Last week I received my final bill, and it includes an early termination charge.
So on 15/3 I emailed EE again (the same person I'd spoken to, and emailed the letter to), asking them to sort it out.
I haven't received a reply to that email, but a few days after I sent it I received another bill - for exactly the same amount as the previous one.
So how exactly do I get them to remove this erroneous charge?
Phoning them hasn't helped. Emailing them hasn't helped. Online chat won't deal with broadband.
I don't really have the time to phone them and go through the whole thing again, only for them to tell me one thing and do another.
Is there an email address I can use that will go to someone who can get something done?
Or is my best solution just to cancel my direct debit?
23-03-2018 02:40 PM
There is a so-called "email" form that you can use for BB: https://explore.ee.co.uk/broadband/email-us . Also see below in my sig.
I wouldn't cancel the DD from your end or you may find the debt collectors after you & you've marred your credit record. You need to sort this out with EE by agreement.
23-03-2018 03:13 PM
23-03-2018 04:03 PM
Sorry, they've seemed to have got rid of it.
23-03-2018 06:49 PM
by Cazamataz66 Saturday
by JAMESDNEVILLE yesterday