Being charged for a “free” tablet after upgrading.

[johnmallorca]

I’m hoping someone from EE or the community can help clarify my situation.

About a year ago, I signed up for a SIM-only plan. I was offered a deal for £26.70/month which included a free Lenovo tablet — no additional cost. I have screenshots of the conversation with the agent confirming this.

The way the deal was set up, it appears that I was being charged around £15 for the SIM-only plan (with discounts applied), and about £11 for the tablet SIM — totalling the agreed £26.70/month. So far, that made sense.

However, since upgrading my phone recently and moving onto a new plan, the previous arrangement hasn’t carried over. I’m now being charged separately for the tablet SIM — even though the tablet was offered as a free item with no additional cost.

I’ve contacted customer service, but haven’t had much luck getting this resolved. Given that I have evidence of the original agreement, I’m hoping this can be looked into.

Has anyone experienced something similar, or have any advice on how best to get this sorted?

Thanks in advance.

[Peter_W]

Good morning @johnmallorca.

Thanks for taking the time to share these details with us here on the Community. 

We've had to reject the images that you have shared here, as anything containing personal information can't be displayed on the public forums. 

The last thing we'd want is for you to feel the terms of your plan were not expressed clearly though, and I certainly want to see if we can point you in the right direction for getting this checked out. 

If you haven't already, I'd recommend getting in touch with our team and raising this as an official complaint.

The document above details all of our contact options including phone, email and webform, and once this is raised we'll be able to check your account and investigate what exactly was offered with the original contract.

You'll also find details of our escalation process within here too.

Peter