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

[bristolian]

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@moggy7 wrote:

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

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The bill breakdown will show the reason for all additional charges. Have you checked this for your elderly mum, and identified potential causes for the overspend?

That's the first step. General help can absolutely be offered via this forum once you have that info, but without it, you're basically asking "has anyone else got help with big bills?"

[moggy7]

hi there

Really what im asking is has anyone else had this and what have they done to try resolve things. I have cancelled the broadband and got it with another provider for a 5th of the cost and her mobile phone deal should be done now. 

But i just wonder how many other folk have went through this and 1 letter 12 years ago to say broadband deal has run out is not enough

[Peter_W]

Welcome to the Community, @moggy7.

I can appreciate it will have come as a shock if your mum's bills have come in as higher than expected. 

With any EE contract though, once this comes to an end it's always up to the customer to choose which option they go for next, and to check over the terms of their plan for what's included. 

I'm glad to hear that you managed to help her bring down the cost of her SIM Only, but if you were wanting to discuss the historic charges accrued here, my best recommendation would be to raise this as a complaint.

The case will be reviewed by our dedicated complaints team, and they'll make sure we've looked at every option we can for getting things resolved.

Peter

[bristolian]

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@moggy7 wrote:

Really what im asking is has anyone else had this and what have they done to try resolve things

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You resolve this, by identifying the reasons for the excess spending. You do that by checking the itemised billing to see how the cost is being incurred. To pick a few possible explanations, is your elderly mum making international calls? Does she have a limited call allowance and is exceeding that? Is she sending a lot of premium-rate (shortcode-style) text messages?

Without knowing the cause of the excess spend, any advice to resolve it amounts to guesswork. You say that you were looking over your elderly mum's bill, so what did you identify as costing the £182/month figure?

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@moggy7 wrote:

1 letter 12 years ago to say broadband deal has run out is not enough

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Out of interest, what would you consider as "enough"? Bear in mind that some people may consider multiple reminders as spam, and the account holder (or their representative, in POA cases) needs to take a certain level of responsibility for their own affairs.

[moggy7]

hi peter

i have raised complaints and heard nothing back

[moggy7]

i would say 1 in 12 years is not enough, do you think that is enough?

Other companies put a wee note on each bill saying they are not on the best deal and phone 0000000 for a new deal.

Is that to much to ask?

[garybs29]

If a customer doesn't respond to end of contract notification (or actually yearly reminders now too) it's not "taking advantage", why is it always this when other people get involved? It's up to an individual to keep an eye on things & monthly bills would make no mention of contract & likely mention new deals being available too.

As tough as it is to hear this you'll have to chalk it up to experience & let it go as nothing wrong has happened here & complaining won't solve things for the past 12 years

[Peter_W]

Thanks @moggy7.

When did you raise this and how?

For complaints raised online or via email, we recommend around 7 working days for this to be picked up and reviewed by our team.

Peter

[moggy7]

I raised it on the 14th of Feb