Hi everyone,
Hope your all well.
I am getting exhausted with EE, compounded by the fact I am profoundly Deaf and cannot easily talk to anyone. However Ive managed to get Executive Complaints on to the problem after kicking dust this week. But....
In April 2026, I decided to purchase an Orange iPhone 17 Pro Max 512gb good as new via an Add To Plan. The terms being £140 down with 11 payments of £95.
The one off charge of £140 being noted on my April bill, subsequently May & June's bills showed the £95 monthly charge.
In June, 2026 I managed to save enough to pay off the add to plan and chatted to an agent online who said it could be done, he noted there was £855 to pay. I paid this amount via a secure message/window he opened. I remember asking him to ensure the amount goes to pay off my add to plan. He assured me it would.
However, come my 11th July bill I noted my account was in credit by £855 with EE deducting my normal monthly billing amount from the credit. In order to keep my account straight I made additional payments to get the credit figure back to £855.
I decided to write a complaint letter on the 13th July and posted it via Royal Mail signed for, 2 days after my bill was produced. It went to Sunderland office.
I hard nothing at all from EE, no acknowledgement, no texts, no emails. nothing. Yet I know they had received the letter.
This week, Wednesday I decided to kick dirt and asked Ai to find old email addresses for EE. I sent them an angry email, luckily the executive complaints team picked it up and investigated. Today they've replied they cannot find the Add To Plan and that it must off been financed by Glow FS (which is was not). It was an add to plan.
Now given my bills show the £140 deposit and subsequent £95 monthly payments I am really at a loss what to do next. Executive complaints cannot find my add to plan and referred me to email EE Glow financial services. They also stated they will refund the £855 to me as EE cannot deal with third parties. But it wasn't on finance it was on an add to plan at £95 per month!!
I am at a total loss with this company, how does any Company loose a record of a sale for a £1,389 item for which I paid a £140 deposit (one off charge recorded on my bill) and then £95 month and then refund me the money for which I paid off the add to plan telling me to contact Glow FS. I am also at a loss that the executive customer complaints doesn't appear to understand Add to Plan is different to proper Glow Finance.
My understanding is this, and from what ChatGPT says " EE add to plans are financed by EE themselves, whereas if you specifically apply for finance that is provided by Glow "Two different schemes.
I am totally exasperated by EE and add to plan, compounded by the fact I am Deaf and cannot talk to anyone by just picking up the phone....
So does anyone had any good ideas how to resolve this like a solicitor, director or.... I am stunned to think skilled staff at EE cannot tell the difference.....any advice please? before I loose my marbles.....:)
