Whilst on a recent holiday, which is our 1st in 7 years due to my ill health caused a long term work absence and a change of career. This meant I couldn’t afford to save any money. We had to also borrow a substantial amount of money from my mother in law to pay for it.
The hotel had wifi which was at best intermittent. So after discussing it and both my wife and I trying to understand the terms for purchasing a £8.50 500MB data bundle we decided to purchase one to save money on the trips for the kids by booking them online. The phone kept on crashing on the Apple safari purchase a data token page. After a long while trying to get a successful purchase I received a single text message from EE to say I had successfully purchased 500mb, later that day I received another single text message at 75% used and a final other text to say I had ran out and to click the link in the text to stay online.
When we returned home I found that a few days later my phone was cut of from EE, upon opening my EE account I was horrified to see a Huge bill of £964 plus a few pence. Having called EE I was informed that EE had placed 60 packets of data onto my account that 1st day. Also apparently saying is used that data which equates at 30GB! I don’t use more than 7GB in a month let alone 30GB and that includes the kids hotspoting my data all the time. Yet you think I used 30 in a day as that data isn’t transferable from day to day, it lasts 24 hrs then stops.
I had a very serious road accident a few years ago which broke my neck and left me with severe pain, very severe PTSD, depression and Anxiety. I am on heavy medication for this and this is having a horrific effect on my health. The only response that seems to answer how that happened is the phone V wifi signal kept on rebooting the EE page for a new data pack. Though what is important here is the system that confirms I have bought a bundle only ever sent me texts for the ones I know I purchased, not the 59 other on that day. I have also been charged for each attempted call to find my son when I was out there even though no network meant no connection with anything was possible, so no call was made.
This has to get sorted out. I am being put through hell trying to explain this. Maria an agent in complaints has spoken to me twice and on the last time she advised that the executives would call me in the morning of Saturday the 3rd August. An agent from complaints instead called and said executives wouldnt be calling and so he is calling instead.
I have not asked for, wanted or needed 30GB of data. I have not used 30GB of data in a day. this is all wrong. I will be speaking to the ombudsman with all this and pursuing EE for damages to my mental health, reputation and stress. Once i get a reply i will start proceedings against you. I haven't slept properly since this started and have become very stressed and anxious with my mental health becoming very dark.
