EE withdrawing contract offer

[ChrisJ9]

2 days ago, I called EE and agreed new SIM only contracts for myself, my wife and 3 children - all @ £10 per month. However, when I checked the EE app, it was showing as £29 per month each. I contacted EE via online chat that evening and was reassured that this was a mistake that would be rectified the following day to show the correct £10 per month figure.

The following day, it was still showing as £29, so I called EE last night, only to be told that I shouldn't have been offered the deal at this price and they couldn't honour this, despite the fact that I have copies of the contracts that I signed, clearly showing the £10 agreed price. This can't be correct surely?

[Peter_W]

Hi @ChrisJ9.

Welcome to the EE Community!
Which plans was it you went for here, and am I correct in thinking it was over the phone that you purchased these?

It certainly sounds odd that something would be agreed with a member of our team and then later withdrawn. 

Peter

[ChrisJ9]

Hi Peter. Thanks for replying. I was offered 5 x Full Works SIM only contracts for £10 per month. The advisor I spoke to put me on hold several times - firstly to obtain authority from his manager and then from a "senior manager", so it certainly seemed to me that the discounted deal had been authorised. However, I am now being told by another team that such a large discount should not have been offered and there's no way that they can put it through. I have logged a complaint and asked for a callback at 1pm today - which I'm still waiting for. I've attached a screenshot of the relevant part of the contract, showing the agreed deal/price

[Peter_W · Accepted solution]

Thanks for taking the time to explain that for me @ChrisJ9.

I'm glad to hear that you've managed to get in touch with someone to raise the complaint and investigate further. 

We don't have access to accounts via this forum so we can't advise on what the outcome of this will be, but I think as a starting point it'll definitely make sense for them to listen to your original call and then go from there.

Please keep us posted on how you get on.

Peter

[ChrisJ9]

Will do. Thanks Peter

[ChrisJ9]

Hi Peter. After 5 phone calls (including one very rude & unhelpful advisor), I eventually spoke to the brilliant Connor who explained their position very clearly and offered me an acceptable alternative. So we now have 20GB SIMs for £10 a month with unlimited data and EU roaming thrown in. 

[Lesley_W]

Thanks for the update @ChrisJ9 

I'm pleased you got sorted and got the deal you were expecting.

Take care!

Lesley