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Devices long paid off

atomicsushi
Investigator
Investigator

I have an Apple Watch and a mobile wifi. Both devices paid off 25 months ago.  Since then EE has continued to bill me every month for the device not the sim or the connection.  I figure I have paid over £1000 that I was unaware of.   Has anyone else had this problem?

19 REPLIES 19
Colstalex
Skilled Contributor
Skilled Contributor

EE haven't until very recently offered split contracts whereby the device plan falls away when paid off. I am afraid you are mistaken. Their contracts were all in for device and plan and not separate.

Recently they have started splitting them.

This has happened to me and it is disgustingly sharp practice and is morally wrong. For me it is a watch, yes I saw the reminder saying the contract was over and I thought great, just the sim to pay now. 

Where was my letter or email warning me I am paying a lot of money for a watch that i have paid for!

Why are EE not looking after their customers. Why are they not paying us the money back that they clearly know are not owed to them? 

@roboreeves  So you knew it was coming to an end and yet still didn’t do something about it.   You should have called to given notice to terminate than you could have changed it to a sim only for the watch at a much lower price point.  Did you not read the T&Cs at what happens at the minimum term ? 

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

it is very easy to say that when you know. I did not read the T&C, it was set up over the phone and there are so many agreements that are made I do not have time to trawl through T&C every time, it is not like they are generally clear of easy to understand. Yes a mortgage and a car loan etc but this was a watch with a company i thought to be reputable. I think you are just being very self righteous condemning people for not read evert T&C that come across their path. i have not read Yahoo emails T&C when they pop up on the screen for example. I do not think I am alone with this, i think many people skip the T&C using judgment over what is important at the time. The fact that I remember very clearly on the phone agreeing to a 24 month term and there was now warning at the time saying they will continue taking watch payments even when it is paid. It is so immoral and dishonest that it did not even cross my mind they would start stealing from me. I just thought it would revert to sim only. I did mislead in my previous post, I did get notice that contracts were coming to an end but I have five of them and I did not have time to check which one and just decided to let them role and sort it out later. I do not think that is unrealistic, who would think that EE would continue taking payments for something paid for. Even if I am wrong in that assumption, which clearly I am, why are not EE looking after me? Why would they not phone me or text me with something clear, like "your watched payments are complete, if you do not change your contract you will be making unnecessary payment". The reason why is sharp practice and no level of client care.

So Chris, when I get older I want to be as perfect and amazing as you are and have all the time I need check all contracts and assume even the household names are out to rip people of if they possibly can. 

Peter_W
EE Community Support Team

Hi there @roboreeves, welcome to the EE Community. 

When your contract is coming to an end we'll always aim to let you know, but it's the customers choice on what they choose to do next. 

You can upgrade, switch to SIM Only, or opt to cancel outright, but we want this to be your decision. 

If you're not happy with the charges you've seen here, I'd recommend reaching out to our customer care team so we can bring up your account and have a chat about your experience. 

You can find all the details you need on how to reach out to us on our complaints code of practice.

Peter

Chris_B
EE Community Star
EE Community Star

@roboreeves  Every contract you’ve had with EE was setup exactly like this.  It was only last year that EE introduced flex pay tariff for phones.  A flex pay is two separate contracts one for the airtime and one for the device so once that device is paid off your just left with the airtime contract.   And seeing as you have/had a watch on contract you most certainly had a phone on this old style contract with EE.    

And the T&Cs are what you are agreeing too, so even if you don’t fully read it at the time of sale there is nothing stopping you from reading it at a later date to understand what you’ve actually agreed too.    It’s you’re responsibility to understand a contract and the T&Cs of that contract and not reading or understanding it doesn’t mean it’s not applicable. 

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

EE said nothing and did nothing to warn me that the watch payments would continue beyond the contracted and agreed 24 month period. Sure there was notification against one of the 5 phone numbers that a contract was coming to an end but I do not even know three of the five numbers. As I have said previously, it is not a natural assumption that a company would continue taking money for an item that has been paid for. It is very sharp, dishonest frankly. Trying to take money from people like me that have not read the T&C because they trusted EE. It is easy sport isn't it, because you just say, "haha you idiot customer you didn't read our T&C". I agree I am an idiot, I am an idiot trusting EE and assuming they would not try and rip me off.  

Well Chris, who has not fully absorbed my last reply to him, I had thought you were all knowing but not now, you are absolutely wrong, I have never acquired hardware via a contract before, it is the first time, so how am I to know without trawling through lengthy T&C. All my other and previous contracts have been and are sim only. What you say, it is my responsibility to read the T&C i have already agreed to you on that,  you can follow and tell me again if you like. BUT, not explaining it at time of sale AND not making it clear in the reminders, in fact, purposely hiding this important bit of information; is sharp practice. In fact from what you just said, what's the bet EE were made to change the contract for phones and lucky them, no one mentioned the watches so they could continue scamming people with them instead.

@roboreeves  So you just admitted you’ve never had a full device contract and you didn’t/don’t understand the T&Cs of what that entails or even took the time to read the T&Cs after you got the item and your not going to take responsibility for not reading the T&Cs and you seem to think that EE have done you wrong?  Just because you didn’t read the T&Cs at any point over the 24 month minimum term of the contract that you agreed too it doesn’t mean the T&Cs are not applicable.    

 I want I want but I don’t want to take responsibility for what I’ve agree too.   That is exactly what you are saying.  

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

@roboreeves wrote:

EE said nothing and did nothing to warn me that the watch payments would continue beyond the contracted and agreed 24 month period.


Checking your bank statements and regular payments regularly, helps identify situations such as this. How far beyond minimum-term are you?