How do i see the contract i started in March

[Markybhoy75]

How do i see the contract i started in March.

Online told to go to a shop.

Went to the shop. they cant find it . Manager and staff member looking sheepish and confused. Sorry we cant get it. 

Called a different shop.  You cant get it from a shop you have to get it from customer services. 

Customer services say i would have got a contract with the email confirmation when i started the contract and confirmed the details for the new phone.

No contract in those emails. No link to it.

Customer services are sending me a contract which might take 30 days!!

What's going on? i want to see the contract i agreed to in March. They cant find the email that supposedly had it if they resent that with email header from then fine . That cant be falsified unless there was some kind of fraud or cloak and dagger operations going on behind the scenes which i'm sure there are not. 

Happy customer of 13 years truly disgusted with EE to the point where im taking it to court. Staff aren't even saying the same things.

Also now i have started recording all calls im getting very different replies to when i was not. The new recorded ones are gaping own goals full of schoolboy errors. 

Where should i be able to see this contract that was a continuation from a previous one all done online through  the app this isnt rocket science .

cheers 

The winslow bhoy 

[Markybhoy75]

Sheep-ish is a word im not sure why its swear filtered. 

[Christopher_G]

Hi @Markybhoy75 

What is it that you're trying to find? Your plan information can be found in your My EE account and the terms and conditions of our mobile contracts can be found on the EE website. Do you have a specific dispute with what was agreed in-store?

I think the word sheepish may have been picked up accidentally by our filters, I've edited it back in.

Chris

[Markybhoy75]

Hi Christopher thanks for the reply.

Yes i have a specific dispute i'm in deadlock i believe its called.

Nowhere on the email when i began the new contract does it point me to the places you have re terms and conditions. 

Are you saying i don't get a copy of a contract when im starting a 50 odd quid a month contract for two years that includes those?

All correspondences and there has been hours of them !!  has said i should have. Its like i've been talking to people from different companies.  I get this is unusual EE dont normally have customers with connection issues but the have me and 2 other people in my facility. 

They cant guarantee signal which is fine but ALL your competitors are in the same place hence me now being unhappy. 

I don't want to get into it all on here to be honest. 

Cheers

The Winslow Bhoy 

[Christopher_G]

OK, thanks for explaining, @Markybhoy75. It sounds like you've been dealing with our complaints team if you're heading to deadlock.

When you take out a contract in-store, you sign an information form. You get a copy and the store keeps a copy (sometimes paper, sometimes digital). It includes the price per month agreed etc. 

The links that I sent you are our general network terms and conditions.

Chris

[Chris_B]

@Markybhoy75  Just to point out you can not legally use the recorded called that you have made unless you stated to the other person that you was recording the phone call.  Even with your recorded calls if you want to legally use them then EE have to agree that you can use them.   All recorded calls that are not declared at the time are for personal usage only. You can not even allow them to be heard by a solicitor . if you didn’t declare at that time they was recorded or now get permission from EE to use the recordings you’ll be breaking the law yourself if they are not for personal use.   Basically there is nothing within that call that you can use legally. 

[Markybhoy75]

Hi again Chris.

Yes I'm in deadlock my complaint has been closed twice without my agreement 🤣🤣 I've also been told to use my company WiFi twice 🤣🤣

Contract was taken out online it's you guys who told me to go to the store.

Not sure if it's just badly trained staff or if they hope I'm just going to give up. The latter isn't happening i can assure you of that.

So what's the protocol when an existing customer starts a new contract online through app or logged in ee website.

A contract they are printing out 4 weeks after i first logged this complaint has implications according to my team which is actually good news finally.

Cheers

The Winslow Bhoy 

[Markybhoy75]

🤣🤣

Chris thanks for the input. I know this and it's the first thing i say before starting the call 👍👍

[Christopher_G]

I'm sorry to hear about the closed complaints, @Markybhoy75. I'm also not sure why you were asked to go into the store. We don't have access to your account here in the community, but I can definitely give you some information about the sales process.

When you take a contract out online, there's a 'contract summary and pre-contact information' page that we recommend viewing before you agree confirm and agree to the contract.

It includes a lot of important information about the contract, including the price and duration that you're agreeing to. It also has a section on your right to cancel when taking a contract out online or over the phone. You have 14 days from the day after delivery of your device to change your mind and cancel. 

Chris

[Markybhoy75]

So that is the exact same as the contract I'm about to be sent?

No revisions since mid march?

As I've said I'm 13 year happy customer now I'm not happy I've kept up my side i believe ee have not they disagree.

We'll find out soon enough.

I'd go elsewhere if this number did not belong to my now deceased father and has been mine since 98 .

If it's locked in this dispute I'm not going anywhere and I'm happy to continue paying for the substandard services until a resolution has been found.

You have been very helpful Chris thanks for all your replies.

Also a girl i spoke to numerous times was also very helpful.

I have her ee email address how would i go about getting a positive review to her manager?

Cheers

M