EE has taken advantage

[Yasmin47]

My elderly mother’s phone contract was for 2 years at nearly £100 a month for a iPhone 12 Pro Max (including insurance). Her phone contract finished and she was still paying the same amount for an additional THREE YEARS. We only discovered it when reviewing her bill. When we contacted EE, they said they can do nothing as they apparently sent a text regarding an upgrade. ONE text every YEAR. The lady Ellie wasn’t helpful at all on the phone and her manager Ash was even worse. Showing no sympathy whatsoever. Disappointing to see there is no help for the elderly and no help and support from so called managers (ASH). They do not support the vulnerable customers, especially when the charges should never be there. The phone was paid off after 2 years and my elderly mother was still paying the same amount for an additional THREE YEARS. We requested clearer communication at the start and better care for long-term customers but unfortunately, they do not provide this. Ash was very rude and blunt on the phone. Not sure how he is a manager. Please be aware of this as there only save is, “it’s in our terms and conditions”. 
Once I made the initial complaint, they were supposed to arrange a call back after 72 hours. No one had got in touch. I had to call twice for an update. Poor service 0/10. 

[XRaySpeX]

@Yasmin47 : EE's traditional mobile contracts have no concept of paying off the handset. You agreed to pay the same price for the full duration of the total bundled contract. 

These mobile contracts don't just end, just the min. term expires. They are not fixed term contracts. After the min. term they just carry on at the same price on a rolling 30-days' notice basis until you explicitly cancel, upgrade or port your no. away. There may however be a 10% discount 3 months after the end of min. term. You may always choose to upgrade your contract to a cheaper SIM-Only contract from the last 30 days of your contract term.

However EE should send you a reminder that your contract will be ending 14 days before you reach min. term. You’ll also be reminded 60 and 90 days after you reach min. term.

[Katie_B · Accepted solution]

Good morning @Yasmin47. 

Welcome to the EE Community. 

I can see some information has been provided already by @XRaySpeX in regards to mobile contract terms. 

When you have a moment please check your community inbox. 

I would really love to look into your latest experience and the reason behind two failed call backs. This is not the service we would expect our customers to receive. 

Speak soon, 

Katie

[bristolian]

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@Yasmin47 wrote:

My elderly mother’s phone contract was for 2 years

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To add to the replies, the logical consequence of a service provision contract ending, is the service also ending. Automatically disconnecting customers who reach "contract end" would cause a lot of complaints!

Many users confuse "contract end" with "end of minimum-term". EE's newer "Flex Pay" contracts are split into two separate & independent elements. One fixed-term finance loan for the device loan, and a rolling minimum-term based airtime plan for the usage.

It sounds like this may be more suitable for your elderly mother in the future. The lack of callbacks isn't good in this case, but you've been correctly advised on the contractual side.