Charging for device even after contract ends

[Aevans66]

Hi,

 My first time posting here and unfortunately it’s not a positive post….

 So, 2 years ago I took out an Apple Watch Ultra contract with EE. This contract included the watch being paid off and some data every month. Ok, so aside from the eye-watering total price you end up paying, fair enough; you know what you’re going into and accept that. The price per month is around £46.

 That’s coming to an end in May and I received a letter from EE informing me of such. However, the thing that’s annoyed me is this; in the letter it says (paraphrasing), “Your contract is coming to an end so you can either choose to cancel your contract and leave, upgrade or you can sit back and let your plan continue (at the same price)”.

 Now, if I was daft enough to continue at £46 a month, having already paid off the Watch, what exactly would I be getting for that £46? 1GB of data?! Obviously, I’m a bit more switched on than that but what if it’s an older person who isn’t as clued up with this sort of thing and they think “oh I don’t want to leave, I’ll just let it continue”?  I’m sure EE would be more than happy to keep charging them £46 a month for effectively bugger all!!

I dunno, perhaps I’m overthinking this but it all feels rather insidious as it’s POTENTIALLY taking money for something that’s already been paid for, if people aren’t switched on?

[Chris_B]

@Aevans66  But it’s telling you what would happen at the minimum term if you do nothing.   So it’s not like you’ve not been informed. 

[bristolian]

Sounds like the standard end-of-minimum-term notification that's sent to all customers outlining their various options.

The choice of what to do after the minimum-term has expired, has to be that of the account holder. No malice is intended, just outlining the choices for those who may not know.

An operator would soon be criticised for not advising, and would rightly be complained to for making choices on behalf of the user... they can't win!

[Aevans66]

Hi @Chris_B 

Yeah, I get that; but it’s as I say above, if I was an older person that might not understand that, EE would happily carry on taking the cash for effectively nothing? Why not instead say “Your contract is coming to an end, you can cancel, upgrade or if you choose to stay with your existing plan, this is the new price - £X” thereby removing the cost of the device that’s already been paid?

[Aevans66]

See my reply to @Chris_B , there is an alternative way to communicate it, at least in my opinion.