Dear EE Customer Relations Team,
My name is Obi and I am writing to lodge a formal complaint regarding serious issues of overcharging and misrepresentation on my EE account.
Summary of Complaint:
I was previously with Sky for broadband and TV for five years, paying approximately £115/month. I received a call from an EE sales representative who offered me a new mobile phone upgrade along with broadband and TV, claiming I would get the same service as Sky but at a cheaper rate.
I was told very clearly that:
The entire deal was for 24 months.
I would pay £64/month for broadband and TV.
I would pay £70/month for my mobile contract.I repeatedly confirmed these figures during the call and only agreed based on that understanding.
However, shortly after the contracts began, I noticed the following:
My mobile bill increased by £35, eventually rising to £103/month, with unexplained and fluctuating charges.
The TV and broadband, initially quoted at £64/month, increased to £130/month within a few months.
When I questioned this, I was told (incorrectly) that I had agreed to the increase in the original sales call. I asked to listen to that recording but was denied access and told the bill stood as is.To make matters worse:
I was then issued a final bill of £2,050.99, including cancellation charges.
The contract was cancelled by EE, not by me, yet I am now being billed for a termination I did not initiate.
I also lost the phone I traded in and was told I couldn't reverse the contract without losing that device.
What I Am Requesting:
1. A full and immediate review of my account and billing history.
2. A copy of the original sales call recordings where the alleged agreement was made.3. The removal of the cancellation charges and a fair adjustment to reflect the actual services and rates I was promised.
4. A formal response within 14 days.
If I do not receive a satisfactory resolution, I will escalate this matter to the Ombudsman Services: Communications and file a report with Ofcom, as this appears to be a serious case of mis-selling and unjust billing.
Please treat this as a formal complaint in line with your complaint handling policy.
I look forward to your urgent attention to this matter.
[Mod Edit - Personal details removed, please don't share these in public]
