EE Store selling poor options to OAP parents

[insert_name]

Hi,
My mother has EE broadband and had a £10 sim only (10GB/unlimited) and my father had an EE PAYG.

Last November she went to local EE store to get my dad's EE PAYG sim converted to SIM only deal, aiming to get the cheapest (ideally another £10 sim) as he was getting an iphone (from me).

Anyway, I stupidly did not ask to see the new sim details (yes my mistake)  and just recently see the store appears to have setup 2 x £19 a month SIM only over 24 month contracts. They appear to have sold her 2 SIM only contracts for 25GB/unlimited each at £18 a month and added £1 scam protection (oh the irony). They didn't even give her the 20% second line discount from what I see on her EE account.

This seems very much like taking advantage of an 82 year lady that only wanted 1 sim adding and instead got a whole lot more. She didn't need her own SIM changing that's for sure.

Can she/me speak to 150 and try to get these 2 x 24 month SIM only contracts changed to something more sensible do you think? I hate to use the term but I really think missold applies here.,

This is the second time this particular EE store has provided her with highly questionable sales tactics, clearly to bolster their targets.

[XRaySpeX]

EE Stores have no statutory cooling-off period. So she'd need to prove mis-selling/misrepresentation, to a Court presumably.

[Lesley_W]

Hi @insert_name 

Thanks for coming to our community.

I'm sorry that your Mother hasn't had a good experience. We'd always recommend speaking to the store first, but we do have a retail team who our customer care team can pop you through to who can discuss your concerns and intervene if needed. As the account holder, they may need to speak to her though.

Lesley

[insert_name]

Thanks @XRaySpeX  - I wasn't clear (A bit frustrated!) we're not trying to wriggle out of the contracts as such but feel she wasn't looked after very well at all and naively took their advice without questioning it. Good to know there's no cooling off period with store purchases.

[insert_name]

Hi @Lesley_W 

Thanks, I'll be with her and either go to the store or call 150 and see if we can get her on something more suitable, I'm wondering if the EE One is an option as she's got EE broadband and Sims... Can she concert to EE One while in existing contract period?

Thanks 

[Leanne_T]

Hi there @insert_name 

Thanks for coming back to us 🙂

The EE One | Unlimited Data Deals with EE Mobile & Broadband Bundle page has full information on EE One. The legal bit advises the below;

EE One is available to new and re-contracting EE broadband customers and become EE One customers by adding unlimited data mobile SIMs from just £11.50 a month (for SIMS with capped speeds of 10Mbps). 

If you call us or go into the store to discuss the contract that was set up, the guide will go through all available options. 

Leanne.