Mis-selling of contract, incorrect billing, unfair collections pressure

[Azmatulla]

On 3 November, I entered into a mobile contract with EE for an iPhone 17 Pro 256GB. During the sales call, I was clearly told my monthly charge would be £62.40.

The written contract I received showed £78. I immediately contacted EE to question this and was told “it will update later, just sign the contract”. This update never happened. I believe this is mis-selling, as the verbal agreement does not match the written contract.My first bill was extremely high (£295, later reduced to approx. £236). I was told by an EE agent that paying £155 would remove my account from collections. I paid this amount in good faith.

After payment, EE changed their position and demanded a further £106, which they state is my December bill due 19 December. This amount is not overdue, yet EE is treating it as if it is, which I believe is unfair and misleading.

EE has also applied collections pressure while the charges are clearly in dispute.

I am seeking:

1.Correction of my contract to the originally agreed £62.40 per month, or cancellation without penalty

2. A full billing review and refund of any overcharges

3. Removal of any collections activity related to disputed charges

4. Compensation for distress and inconvenience

I have attempted to resolve this directly with EE but have been unsuccessful.

What outcome are you seeking?

1. Contract corrected or cancelled without penalty

2. Refund of overcharges

3.Removal from collections

4. Compensation

[bristolian · Accepted solution]

This is primarily a user-community forum, with no access to individual customer accounts.

You should contact EE-CS to progress this issue, or use ee.co.uk/help/contact-ee/complaint if you wish to pursue the formal complaints route. The latter gives the option of referral to Ombudsman Services if resolution is not reached.

[XRaySpeX]

@Azmatulla : You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .