Cancelling two sims cards, no written response from EE

[Francesco_Sarci]

Hi. I am really sorry to have to write this public, but I had a terrible experience with EE these days. I ordered a sim last Wednesday, but received no confirmation e-mail. I've called again on Thursday, and customer service told me that they had no details of mine saved, and ordered another sim. No confirmation e-mail again (and my e-mail works fine, otherwise I would not have received the verification e-mail in order to write on this community). On Friday, I received both sims, but connection speed was way worse than promised, so I called again to cancel both of them, within 14 days (it's my right). Now, the hell: Yes I've processed them and you should receive a confirmation soon (no confirmation). Called again, "no we don't have a cancellation request, I'll process this for you, you should receive a confirmation through text" (nothing there as well. Called again "I see that only one number is attached on your account". Requested both accounts numbers cancellation. "Done, and I've also removed your direct debit". FALSE.
Tried to use the e-mail request: No automatic form received. Just a direct e-mail from Megan telling me that she would "file my written request as she see it is being handled through phone." I don't have any confirmation regarding its outcome, though.
Called you again today: "Yes, we saw a request sent to us, but I only see one number here. I'll process both of them straightaway. You should receive a text confirmation soon, and after that you can dispose of both sims throwing them into the bin. But for direct debit, it is still active, it can be removed after the accounts get closed." No text confirmation, of course.

Days are passing and now I am really tired of all these games. I have just removed direct debit from my own bank account: do not even try to charge me for anything or I'll go further with this. All I need is a written and official confirmation that both of my numbers and orders have been successfully cancelled, and that I won't be charged from you for these. 

Sorry for being rude, but I really felt tricked and scammed.

[XRaySpeX]

This user discussion forum can have no access to your specific account. You need to keep raising this with CS. We can't resolve it.

[Francesco_Sarci]

I however saw them managing helping a customer being chased by credit agencies in the matter. Another customer here being charged despite all the assurances from customer service team that he won't be charged. I will still keep on contacting customer service but I don't trust them anymore. I don't have money to waste on products I won't use and I have all the right to return. 

[Chris_B]

@Francesco_Sarci  “but connection speed was way worse than promised”.  

 
 Who promised you that ?   

[Francesco_Sarci]

The agent at the phone when I purchased the first sim, and also the second agent which did not find my details and ordered the second sim. But this is not relevant to the issue: it is my right to request a return within 14 days, and the fact that they say a thing one day and the opposite on the day after, and not providing me any written confirmation made me suspectful, deluded and gave me anxiety disorders. So I really hope this can be sorted easily now. 

[XRaySpeX]

Were any of you cancellation attempts done by:

How do I cancel if I've had my contract less than 14 days and signed up online or over the phone?

If you signed up to your plan online or over the phone:

1. fill in this cancellation form
2. email it to channel.returns@ee.co.uk or post it to: 

   Channel Returns

   Mercia House

   Senhouse Road

   Darlington DL1 4YB

3. EE team will be in touch with further instructions

[Francesco_Sarci]

Yes, I sent the email. I did not try the post yet, but I can do it too. 

[Chris_B]

@Francesco_Sarci  What date did you cancel these ?   Are you expecting an instant cancellation?   You’ll not get that and you need to allowance time.   Not including the weekend for a response.     

 If I remember correctly my notification of a cancellation was around 3-4 days.   

[Francesco_Sarci]

I requested cancellation for both of them on Friday afternoon, and I apologize about my tone as I said earlier, however the issue here is that I appear to not receive any communication (not even the order purchase confirmation), but the issue is not on my side as I receive (for example) any notification from this community site and any direct e-mails sent. The fact that by phone I receive each time a different response, that I get reassurances which get denied later on, made me feel this way now. I got scared and I suffer from anxiety, reading also, on this community, that it also happened that other people getting charged or sued even after the end of contract. Agents on the phone have been polite and gentle (as I was with them as well), but since I don't receive anything from them between the advised time (even before weekend), I need to recall again etc.etc.

[Schockwave]

@Francesco_Sarci , you write and say customers are being charged once their contract has ended, contracts do not end, just the minimum term, not that that is relevant to your problem, but this where most customers have a problem.

In your case, you have to give enough time to receive the SIM card, which is sent by second class post, and often there is no confirmation email. You have to either contact them by ringing customer service or you can use the contact address @XRaySpeX has given you. When did you request the SIM cards? Not sure why they have nothing about your order there, though. 

You write that you have cancelled your direct debit with EE, just hope that does not cause you any problems, as you should first sort the problem out before cancelling it.