I immediately cancelled the contract and returned the phone

[Sophieg80]

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

[Sophieg80]

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!

[Northerner]

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 

[XRaySpeX]

Did you cancel it within your statutory 14-day cooling-off period? You never said when you received it.

[Lesley_W · Accepted solution]

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

[Sophieg80]

Good Morning,

Yes I cancelled it the day I received the phone so it was within about 2 days 

Thank you for replying.

sophie 

[Leanne_T]

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. 

[Chris_B]

@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 

[Sophieg80]

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 😊

[Sophieg80]

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 😊