Cancelling Sim within 14 day period

[AllyFraser]

Ordered sim contract 12th July, sim delivered 15th or 16th. Want to cancel (I assume from what I’ve read elsewhere that the 14 days cooling off period starts on day of delivery).
1. Tried RETURN to 150 but that asked for an IMEI so could not complete. (I’m not returning a phone).
2. Phoned 150 and went through menu and was promised a call back in 15 minutes—that was over an hour ago.
3. Went to EE online account and added sim number and then went through the “want to leave EE” process, which resulted in a text saying if I want to leave it will cost me £520.

Am I still in the cooling off period, and how do I get someone to sort this out please? Frankly, their customer service menu/operation is a nightmare.

[Chris_B]

@AllyFraser   You need to call and select option 2 

requesting a PAC is to move your number to a different network so termination of the contract and that will mean paying it off.  Do not do this as that’s not using the 14 day cooling of period.  

[AllyFraser]

I didn’t request a PAC. Also selected option 2 on all the various calls.
Edit: tried the phone option again and got a message saying that I’d contacted them about a return and was put through to a ringing phone . . . which then gave a message saying they are shut over the weekend, open Monday to Friday. Presumably that was why there was no call back. Will try again tomorrow.

[Linzi_H · Accepted solution]

Hi @AllyFraser 

I hope you've been able to speak with the team about your return and managed to get everything sorted out. 

If you're still no further forward, please fill in the EE returns form, and a member of the team will aim to get back in touch within 72 hours.

I hope this helps,
Linzi 

[AllyFraser]

Yes, after another phonecall, text, phonecall loop I managed to confirm I was still in the cooling off period, and got the cancellation done. Just waiting for a confirmation email now. I think the returns form/72 hour callback is fine if you are well within the 14 day period, closer to the end I’m not so sure—especially when you get an automated text saying it’ll be £500+ to cancel after filling it in.

[Linzi_H]

As long as you fill the form in within your 14 day cooling off period, that will be accepted @AllyFraser 

It's great to hear you've spoken with the team and arranged the cancellation.

Take care,
Linzi