by sigrid22T Investigator
Investigator

I've cancelled my contract, but still being billed.

I went into the Balham EE store to cancel my contract (two years ago). The guy who was dealing with my request told me that I needed to call up, so they got me on a phone straight away to sort it out right there. After speaking with the person other end I passed the phone back to the guy. He told me that in 28 days my contract is cancelled. Last year I phoned to the company, and they said I have to give 30 day notice to cancel my contract. So I gave them a notice via phone and left it there thinking that I am all sorted now. Today, looking at my bank account, it shows that all this time they have charged me £20.98 a month for two years. I called up the company and they claim that they have never heard anything, don’t know anything, the cancellation has never happened. What company is that? I feel like I’ve been purposely robbed off alongside all the other customers, and this is not my first time complaining. It is pointless going into a store, or calling them, because you cannot trust people working there and now I have no proof that I have cancelled my contract. I cannot log onto my account, because it says it doesn’t exist. Also I can’t find any contact details to contact with them. Is there any email address to contact so I could send them an email? I don’t want depth collectors knocking on my door on top of this. I am so disappointed and annoyed. Any advice would be appreciated. Thank you

6 REPLIES 6
by Grand Master
Grand Master

Re: I've cancelled my contract, but still being billed.

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.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by
EE Community Support Team

Re: I've cancelled my contract, but still being billed.

Hi @sigrid22T,

 

Welcome to the EE Community.

 

Was this a mobile or home broadband account?

 

Thanks

 

James

by sigrid22T Investigator
Investigator

Re: I've cancelled my contract, but still being billed.

Hi, it was portable home broadband account. I got one of those black&yellow devices with me. And when I cancelled they took the device from me.

by Grand Master
Grand Master

Re: I've cancelled my contract, but still being billed.

Ah, you won't be able to use my email form for MBB.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by
EE Community Support Team

Re: I've cancelled my contract, but still being billed.

Hi @sigrid22T,

 

You wouldn't normally have to return the device when cancelling the contract.

 

Please get in touch with customer services and explain exactly what has happened.

 

A member of the team will be happy to look into this for you.

 

Thanks

 

James

by sigrid22T Investigator
Investigator

Re: I've cancelled my contract, but still being billed.

Thank you for your help! I will do so.

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