Lied to by Employee

[MSA1803]

I was offered a watch for free in September 2021, which was an upgrade from series 5 to series 6. I was later tagged onto a £30 charge monthly and shortly moved countries afterwards so I couldn’t do anything about it. This was in-person in the covent garden store, the employee who served me has left since.

I’ve now returned to the country and tried to resolve this issue. I went to a nearby branch in bank and then went to the covent garden store and was told that they cannot do anything about it. I don’t remember signing a contract for the same and if I did, the employees at the store refuse to try and pull up the records. Customer service via phone is also refusing to help. 

Essentially, I have £30 going out of my account every month until September 2023 and I do not know what I can do about it. Any guidance would be much appreciated. 

[Northerner]

Hi @MSA1803 

There is no customer account access on these forums. Without understanding what was said it is difficult to say if you are correct or not. It maybe that the watch fee was removed but you would still pay for the tariff (which you need). Thinking about it sensibly do you think you get a £600-£700 watch for free? 

You can always pay off the remaining contract term and cancel. 

You'll need to raise a complaint. See here: 

https://ee.co.uk/help/help-new/safety-and-security/protecting-your-information/complaints-code-of-pr...

Thanks