I immediately cancelled the contract and returned the phone
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21-02-2025
08:29 PM
- last edited on
22-02-2025
10:38 AM
by
DanielPA
Hi,
I took out a sim only deal with EE and upgraded it to a device. I changed my mind the day I received the phone as I found a better deal with Tesco Mobile. I retuned the phone which was still sealed and unused and they received it on 29th January. However they are still telling me I have a £55 bill that is overdue? How can this be if I immediately cancelled the contract and returned the phone literally within 2 days of receiving it
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22-02-2025 08:48 AM
Hi @Sophieg80
Welcome to our community.
I'd recommend speaking to our billing team so they can look into what this is for any make any corrections needed.
Lesley
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21-02-2025 08:38 PM
I had a sim only deal with EE for around 6 months and was offered an upgrade.
i took the upgrade of an iPhone 14 for £50 a month with 20gb of data. Anyway I found a better deal with Tesco mobile for an iPhone 15 for 100gb data for £38 a month.
when I received the phone I filled out the cancellation form and was sent the silver returns pack and sent the phone back unopened and unused. They received the phone on 29th January.
i am also with EE for my broadband and on my app it is telling me my mobile account has been suspended and I have an overdue bill of £55?
how can this be? I returned the phone without even using it!
there is no phone to suspend!
This is going to go on my credit file!
I have the proof of postage and it says it was delivered and signed for on 29th January!
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21-02-2025 09:18 PM
Hi @Sophieg80
You'll still have some service to pay for. As there is no account access on these forums you'll need to speak to EE CS on 150 for more information.
Thanks
To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone. You can call Freephone +44 800 079 8586 on Skype
EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.
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21-02-2025 11:38 PM
Did you cancel it within your statutory 14-day cooling-off period? You never said when you received it.
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
ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
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22-02-2025 08:48 AM
Hi @Sophieg80
Welcome to our community.
I'd recommend speaking to our billing team so they can look into what this is for any make any corrections needed.
Lesley
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22-02-2025 10:50 AM
Good Morning,
Yes I cancelled it the day I received the phone so it was within about 2 days
Thank you for replying.
sophie
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22-02-2025 01:21 PM
Thanks for coming back to us @Sophieg80
Please get in touch as @Lesley_W has advised, and the team will get the account looked into and help you get this sorted 🙂
Let us know how you get on.
Leanne.
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22-02-2025 04:17 PM - edited 22-02-2025 04:19 PM
@Sophieg80 Because you returned the unwanted device and contract and you got put back on to your original sim only contact. You’re still within your sim only contract term and upgrading and returning doesn’t get you out of the original contract as you get put back on it.
You have a sim only contact with EE that you still have to fulfil
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23-02-2025 11:23 AM
Hi Leanne,
I did get in touch with someone via chat and it’s all sorted now.
She said it was an error on their part and she cancelled down the contract and charges 😊
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23-02-2025 11:25 AM
Hi Chris,
Thanks for your reply!
i ended up contacting them yesterday and a lady there said it was an was an error on their part.
she cancelled down the contract and wiped the charges.
so all sorted now 😊

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