Client advisor misadviced

[Frankiewhlui]

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I switched to EE from Three on 11th April at the 155-157 Oxford Street branch. Ms Daria, The advisor, offered me and my partner 30% discount for the plans, £25 per month. However, the first bill charged me £36 and I spoke to the manager and the same advisor on the 1st May. They came up a conclusion that the second bill will become the discounted price as the first bill included the pro-rata but its nothing happened. I tried calling to the store and no one picking up. The advisor was misadvised me to sign the contract. I am disappointed about this situation and the service I experienced in EE. 

[Schockwave]

Hello @Frankiewhlui ,

Welcome to the community,

The first bill will be higher, as contracts are paid a month ahead, so your next month should be £25 , this is normal, but you are welcome to ring and speak to customer service. Have you spoken to customer service and have you checked the breakdown of your bill?

[Frankiewhlui]

I’ve already spoken to the store manager and the customer service. They said the signed agreement was £34 monthly. The advisor offered us the reduction verbally and I have no evidences on hand. I was misadvised by the advisor and how I can do in this situation? I don’t see any reason to switch from Three to EE if I need to pay £34 a month. I wish to cancel my plan. This was not the plan I wanted. That’s a serious problem for the company and the customers 

[Schockwave]

@Frankiewhlui , unfortunately, there is no 14 day cooling off period when going into a high street store, but check your bills breakdown, you should get the 30% discount, if you are both on the same account, as that counts as family discount.

Are you sure that the discount is not showing in the breakdown of the bill, which you can see when either logging in via the EE app or via the website, make sure that you are the main account owner and not user, then you should see the discount, but it is usual for the first bill to be higher, as it has to take in from the date you started plus one month in advance.

[Frankiewhlui]

Nothing changed. That wasn’t meet my expectation with this price and I was misguided to sign the contract. We both agreed to have a 125GB plan instead of unlimited. However, I received the different plan’s bill with unexpected price. I don’t think that I have any reason to pay that amounts and I am extremely upset. No paper contract provided in store, poor service. It takes me 3-4 hours to travelling to the store. I am asking for an explanation and a solution.

[Schockwave]

@Frankiewhlui , I am sorry, but you should not have signed and agreed to anything without reading and also receiving a signed agreement. 

You can launch a complaint here: what the hell? 

https://ee.co.uk/mobile-complaint

You may to check this out:

https://ee.co.uk/help/mobile/manage-use/pay-monthly/how-do-i-get-a-multi-line-discount

In case that is not showing in your bill breakdown.