On Friday 22 November 2024 around midday I visited your EE Store at Priory Meadows Shopping Centre, Hastings to discuss reducing my two mobile contracts to one independent contract for myself and lowering my monthly outgoings and upgrading my current iPhone.
During the interaction with your Sales Representatives, they advised the best package for me would be a business account because I had two mobile contracts..
I made it clear that I was only interested in upgrading my personal phone plan and had no intention of signing up for a business contract. I explained that I own a small cattery which I run by myself (self-employed) with no employees and needed to reduce my monthly mobile costs.
I was in the store with both my elderly parents who are 80 and 85 years old. During the two-hour interaction both James and Robbie continually went back and forth ‘to speak with their supervisor’ leaving me with either one of them; who would then start small talk about football etc. They completely bamboozled me with different business account scenarios and broadband deals. All the while both my parents were asking how much longer we were going to be.
They said that my new business account comes with two iPads and an Apple watch; which I said at the time I do not need but, they continued to tell me that I could only get this cheap deal with the devices included and that I needed to sign here, [on a tablet] etc. and that my monthly costs would now be £152 per month. As well as being hoodwinked into a business account they also opened a new mobile contract for my daughter’s phone with a new iPhone 16, I have no idea why this was done.
When I eventually got home completely exhausted and taken care of my parents who I am sole carer for; I looked through the paperwork both James and Robbie had given to me; it did not mention the monthly cost of £152 but stated it would cost £180 per month, nor did it say whether the broadband was included.
I told James that I have been with EE for 24 years and that I would call EE and explain what has happened. James responded, “they don’t care how long you have been with them, and they will not do anything”.
I stood outside the store and called the EE business department to ask how much my monthly payment will be as the sales representative (James) from the Hastings store did not know; which they were extremely surprised about.
The assistant from the EE business department then explained that I now have 6 different contracts, and they total £216 per month!! I have no idea if this includes the Broadband or BT line.
How on earth have I gone from paying £116 per month for 2 mobile contracts [which I was struggling to pay] and ended up with 6 contracts totalling £216 per month. I came to the store to reduce two contracts to just one.
