I had had the worst and most exhausting year with hours of time wasted and owed hundreds and have felt stressed and ignored, it was even settled through the Ombudsman and EE have ignored the Ombudsman.
after 18 years and as someone who never complains I'm just shocked how I've been treated.
After being ignored by EE I've had to come on here to tell my story and I will find every platform possible to re tell it.
Back in November 2025 I was at work and my phone went green, I was in the middle of helping with a important police investigation so needed to sort the phone rapidly so went in to town and went in to a EE store as I was sure I had insurance so thought it would be a quick easy swap and pay the £100 excess if it was fixable it would be sent away.
I sat with a EE guy and he told me I had no insurance, I was a bit puzzled but I said are you sure he said yes, I took his word for it as I couldn't check on my phone as I was panicked to get my phone back due to the police investigation.
he then said you have come in at the right time your contract is up for renewal, he then said as your a business customer it will actually be cheaper for you to have the add ons. I explained I didn't need any but he said well it will be cheaper you will be saving £1000 a year which could go towards a holiday and they would make good Christmas presents.
I was I a rush as needed to pick kids up from school so was panicked and I thought he wouldn't lie if he says it will save £1000 I should agree. he the went up stairs and brought down 6 boxes.
2 watches ,2 i pads a i phone 17 and a switch 2, i asked why is there two watches and I pads he said as my sim only partner was also on the joint business account he gets the items and it will save us both money. again I said we don't need any of it but he kept saying its cheaper than just renewing the contract made me feel like a special business customer.
so I signed and took it home and rang my bookkeeper to say about the amazing deal I got she said i think you have been scammed, sudden heart sink I logged on my EE account and found i had been scammed this new contract would cost double and worst of all I had the insurance.
first thing in the morning I rang EE I was crying as i was so worried I was stuck with this contract the lady was lovely told me not to worry as ai was anxious to go back in store after being made a fool off and she said she will get envelopes out to send it all back
there was then a lot of toing and throwing with the company to send bags out but finally all bags were sent out and i sent everything back, thinking i would then get refunds and credited as I bought a second hand phone So should now be sim only out of contract so we could move to another company.
but no credits came and the next bill came still with all the add on's and a phone that were never used and were sent back months before. EE kept passing me from person to person so I finally rang the ombudsmen who were great and after a few months go past a letter from EE to agree the resolvent at the bottom of this page had been sent to the Ombidsmon.
the only problem is it never happened I have now been told by the Ombudsman to go to small claims court as EE are ignoring there emails and phone calls and mine. 10 months since the complaint and just being completly ignored its caused me so much mental stress and time for something that should have been resolved in 24 hours.
What I want to resolve the issue and what the Ombudsman had agreed in writing from EE: backdated to November 2025 is my Phone and my partners contracts as sim only (as out phones came from cex) out of contract so we can finally move to another provider, all the money for phones, gadgets gaming and that we sent back were sent back credited to us and insurance for phones we haven't got credited back.
