I recently took out a SIM-only contract with EE for what I was told would be unlimited everything on a 24-month deal for £10/month. However, when I checked my data allowance, I was shocked to see that I only had 5GB of data! I immediately went back to the store to sort this out, but the staff told me there was nothing they could do. They advised me to cancel the contract but said I’d have to go through online customer service to do so.
When I contacted customer service, the agent I spoke with was extremely rude and unhelpful. He told me I had to go back to the store to cancel, even though I had already been told the opposite. To make matters worse, he claimed that since I took the contract in-store, I didn’t have the right to cancel within 14 days, which is just unacceptable.
This has been a frustrating and disappointing experience. I feel like I’ve been misled about the package and stuck in a back-and-forth between the store and customer service with no resolution. EE needs to improve its communication and customer service, especially when it comes to honouring the cooling-off period for contracts.
