Contract Cancelled and Replaced by EE

[Isabelle_N8]

Hello,
EE has cancelled the contract I chose and subscribed with them on the phone ( for 24 months ) in June and doubled my charges under new conditions. I had the BT Broadband discount of 30% + 50% discount for the first 6 months, and I discovered they have written the contract off without informing me, I suddenly had to pay the double amount of my bill. I will call customer service and raise a complaint with the Ombudsman . Is that something that happened to anyone ? I am shocked that EE just deleted my 24 months contract !

[Isabelle_N8]

My contract was fullfilled by EE the first month of the 24 I subscribed to , then cancelled by EE the second month and replaced by another one double the price. I will raise a complaint with my legal cover , unless that sounds like a mistake from EE ?

[Ianturnerjsy]

Thank you that's interesting but not surprising by the sounds of the way they operate, 1.7 out of 5 on trustpilot Sent from my Galaxy

[Peter_W]

Good morning @Isabelle_N8 

Welcome to the EE Community.

We don't have access to customer accounts via this public forum, but I definitely want to make sure you're able to get this all cleared up. 

If you get in touch with our Customer Care team they can check the details of your account so we can be sure on everything that's happened here. 

You can also find all the details you need of our complaints process HERE.

Peter

[Isabelle_N8]

Hi Peter,

I called Customer Service yesterday and indeed it seems that there was a mistake with the way my contract was handled on my account. It should be resolved and I should get back to my initial contract by end of today. Will follow up ! 

But it shows it is worth checking your bills in details , those mistakes CAN happen !

Thank you ! 

[Peter_W]

Thanks for coming back to let us know how you got on @Isabelle_N8.

I totally understand that this will have come as a big shock, but we'd never want to see you wrong, and I'm glad to hear that our team are on the case too.

Peter

[Isabelle_N8 · Accepted solution]

Hi Peter, 
Thank you again !
It's a two-time lucky! The second customer service assistant I spoke to tonight successfully reinstated the lost discounts.
Apparently, the same problem sometimes occurs when porting a number after contracting ( when the discounts applied to the initial number do not transfer to the new number during the porting operation—which I did shortly after contracting ). So it's all good and sorted now, but it is a good thing to pay attention to and maybe something to feedback to the tech team!
Kind regards,
Isabelle.

[Isabelle_N8]

It was a technical issue when porting my phone number. I must say, the customer service team has been very helpful though! But always worth checking everything in life I guess ! 🙂

[Katie_B]

Good morning @Isabelle_N8. 

Thanks for coming back and letting us know. 

It's great to hear this is now resolved. 

Katie 🙂