EE have taken advantage of my elderly mum

[moggy7]

Hi when i was home recently to the island my elderly mum stays on i managed to see her EE Bills

EE were charging here 103 pounds a month just for the broad band service which is an absolute disgrace. I phoned to complain but they were not interested as they sent her a letter 12 years ago to say her current deal had came to an end and was up to us to contact them for a better deal. Then i noticed her sim only deal was costing her over 100 pounds a month. HEr most recent bill was 182 pounds for the month. Again they said it was due to her only having 200 minutes on her deal and it was up ther to contact them. 1st person i spoke to was not helpfull at all and the other one did help and manage to get me a sim only deal for 19 pounds. IS there any way or has anyone ever had money back from EE for these over charges

[moggy7]

It was one letter 12 years ago, not a reminder every year. One 12 years ago.Is that really enough? do the companies really try get the customer the best deal or are they thinking its up to the customer to look at it and we are happy to overcharge for a service that is out of contract.

[Peter_W]

@moggy7 How was it you raised this? 

Was it when speaking with us on the phone, or did you do it via email or the webform?

Peter

[moggy7]

On the phone i raised it on the 14th of Feb and then again i did it on the phone 1st of MArch

Heard nothing back 

[moggy7]

also can i just say, i am not asking for compensation here.,i asked the question to see if there is anyone else in the same situation and how poor the company is, and i get it all thee wee snide replies blah blah past 12 years. End of the day to charge anyone 182 pounds for a sim plane mobile phone a month and 103 pounds for broadband a month is WRONG

Dress it up any way you want but its an absolute disgrace.

[Peter_W · Accepted solution]

Thanks @moggy7.

In that case I would definitely recommend raising this via the email address or complaint web form linked in our code of practice here:

EE Complaints Code of Practice - March 2024

This will go direct to our dedicated complaints team, who will review all the details of your case and make sure this is managed fully as per the process set out in the above document.

Please keep us posted on how you get on too, and if needs be we can help you get this chased.

Peter

[bristolian]

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@moggy7 wrote:

End of the day to charge anyone 182 pounds for a sim plane mobile phone a month

Dress it up any way you want but its an absolute disgrace.

---

Everything depends how that bill was made up. That amount could include premium-rate calls, international calls, roaming charges, and probably  few other things besides.

[moggy7]

Still not got back in touch with me

I called again on the 13th and they said theybwpukd be in touch and still waiting

[Peter_W]

Hi again @moggy7.

Did you raise this via the webform I linked as well, or did you just phone again?

Peter

[moggy7]

I just called and spoke on the phone and im sure there iw a credit on the account she shoukd have back

[Peter_W]

@moggy7 When there is credit on the account, we can usually opt to return this to you via the same method you use for payment.

As far as the complaint goes, if you've not had an update after this was raised you can call back and request escalation, but I would still recommend the direct complaints email / webform previously shared if you've not felt ownership has been taken.

Peter