Huge charge on ee exit fees help

Charley97n · ‎13-10-2022

Hi,

recently cancelled phone plan with EE due to finding a better price Else where, this is where things get bad !

the phone contracted we had , had an option to add on the new Xbox for an increase of £20 a month on the plan… bargain!!

little did I realise that when we cancelled the phone plan a few months later due to sky being cheaper that I would receive a huge bill of £666.17 to come out of my account ! After speaking to my bank they informed me it was for the Xbox .. after speaking to EE billing customer service who were extremely unhelpful they said they could not set up a monthly debit installed to pay off the Xbox. I do not have £600 hence why I went for a monthly payment plan. I had not received any contract on my plan cancellation that I would be charged in full for the Xbox. I’m at a loss here as the helpline keep hanging up on me and said to speak to my bank but my bank is saying I need to speak to ee. I just want to pay monthly for this .. extremely irritated as I still have ee broadband

any suggestions ?

XRaySpeX · ‎13-10-2022

When you cancel a mobile plan you are also cancelling at the same time all add-ons that you've added on to it, incl. the XBox. That's why they're called "add-ons". You can't have an accessory with EE w/out also having a mobile contract.

When you cancel within your min term you will be liable to pay early termination fees for the rest of the term. It will basically be months left x monthly charge - 4%.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

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Schockwave · ‎13-10-2022

Hello @Charley97n ,

Welcome to the community,

Unfortunately, once you left EE for another network, EE are perfectly entitled to ask for the money, as you signed up to pay it off monthly, as long as you were with EE network, as the Xbox is classed as an add-on, which only customers on contract can apply for, so that is why you received your final bill from EE to pay the XBox in full, monthly payments do not continue. You would have to speak to customer service and see what they say and that you still have a broadband account with them.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using Skype or another phone: +44 800 079 8586 or +44 800 956 6000.

Chris_B · ‎13-10-2022

@Charley97n How was they unhelpful ? You don’t have a monthly bill because your no longer an EE contract customer and any add to plan devices are paid for via that monthly bill. EE are not going to change the T&Cs that you agreed too because your changed networks.

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

Christopher_G · ‎13-10-2022

Hi @Charley97n

Welcome to the community.

I know this is a lot of money to pay at once, so if you weren't aware of this, it may have come as a bit of a shock. The add to plan terms and conditions state:

'If you cancel your Pay Monthly plan and you are no longer an EE customer, you will have to make full payment of any monies owing for your Accessory.'

Chris