Charges from EE after switching provider,

[Loz1968]

So my aunt is a pensioner and she has had her mobile pay monthly with EE for about 7 years, we decided she could get a better cheaper deal with Tesco mobile, got a pac code from EE and she’s now had a bill for £228.00 after a month of leaving them! Surely this is a mistake??? She has no add ons or unpaid bills, I am fuming. Can anyone tell me why this has happened?? 

[Northerner]

Hi @Loz1968 

Did she move before her minimum term has expired. 

You'll need to speak to EE CS about this issue: https://ee.co.uk/help/contact-ee

Thanks 

[XRaySpeX]

@Loz1968 : She may have been with EE for 7 years but what matters is how long she has had her current contract. She musta done an upgrade within the last 1 or 2 years & by transferring to Tesco she has cancelled it prematurely, thus incurring early termination fees.

[Loz1968]

Hi

thanks for the reply

Nope, not changed a thing. No upgrade for all of this time, had her contract for the same time too,  I just don’t understand how they can possibly charge this huge amount?

[Loz1968]

Hi

No she has been paying monthly for 7 years, by minimum  term I guess you mean 2/3 years, she’s not changed anything at all, I’m so angry and she’s extremely upset now as she is a pensioner trying to make ends meet. I tried to ring them but was quoted 20 minutes waiting time, at up to 65p a minute so I won’t be doing that. 

[XRaySpeX]

How come you are being charged 65p/min to call EE? Aren't you in UK?

[Chris_B]

@Loz1968  If she’s out of contract there wouldn’t be a charge.    Did you check to make sure the minimum term period was reached?  

If you’re in the UK what number are you dialling to be charged 65p per minute as it’s doesn’t cost that.  

[XRaySpeX]

No way that she's been on the same contract for 7 years when she's being charged an exit fee by EE when she ported to Tesco. She musta been still within contract min. term for EE to do that. There's something she hasn't told you or has forgotten or she doesn't know what "upgrade" means!