In store scam

[3diita]

I went to the Oxford Street store in London last Sunday to ask about 5G network. I was told that 5G is only available on pay monthly plan. I was currently on PAYG plan 30gb for £18. In store advisor called Nadim offered me a one year contract for £17 with 125gb. I agreed as it was a good deal. I received the copy of my agreement where Nadim crossed out the price of £25 and said it will be discounted to £17. He signed it as well.

I received a letter today that my bills will be £25 and same states in ee app. I contacted ee on live chat where after nearly 2h of conversation I got connected to manager Sapna who told me to go back to the store. After she said that she downloaded my paper provided by the store and it says my contract is for £25. I can't go back to the store as I don't live in London, she told me she can cancel my contract as it's within 14 days but I'm worried it will ruin my credit score. Both of the live chat advisors acted like I wrote those prices on the paper myself as it was written with pen by Nadim in Oxford Street store. Is this a regular EE practice to scam customers to pay higher prices? I'll be definitely calling that store to see what they gonna say because customer service online was absolutely rude and disgusting. Is it worth taking it to trading standards?

[Chris_B]

@3diita   First off your contract is £25 and the app and paperwork will say this as that is the true cost of that tariff but what you get charged might not be £25 as a discount is then applied to that charge so reducing the cost to what you was told.       If you look at add ons on your account does is show a discount?   

Having the contract terminated will not affect your credit report.   Just to add as it was a store sale if your are being told that they will terminate the contract as your still within 14 days your extremely lucky as that 14 day cooling of period doesn’t include store sales.   

just to add you have paperwork with the sales person signature on it.  How can that be a scam as you have proof of what you was told and sold.   

[Christopher_G]

Hi @3diita

Welcome to the community.

I'm sorry to hear that you have a problem with your contract. I would suggest giving the store a quick call to discuss this, hopefully they can put it right.

You can find their contact information on the EE store finder.

Chris

[3diita]

I contacted ee on a live chat and they told me that it states my contract is £25 and there is no discount included, all the information regarding discount are written with pen by person I spoke to in a store. They literally assumed on a chat that as it's written with pen - it doesn't count, like I wrote it or something.. In the system they have no information regarding the discount. I've checked on app and online, no information either. 

[bristolian]

Quite often with misselling disputes, part of the issue is in proving what was offered/said.

This should not be such a case - you have written evidence. The complaints process, if necessary, should be your friend. Contacting the store, as suggested, should be your first destination - this could easily be a simple fix for a simple error.

Read this if neccesary - you may be better off using written forms if necessary, this allows you to submit written evidence.

[XRaySpeX]

You have in your hands the evidence. An analysis of the ink would determine whether the same pen wrote the revised price as the signature or not.

Ink analysis is an incredibly important analytical technique in forensic crime labs. Most commonly, it is used to determine if more than one ink was used on a document, which can help to detect fraud and forgery.