Mis-selling of upgrades - and so it continues

[C1G8]

Seriously considering ending my time with EE. Mis-selling and lying to customers seems to be a recurring theme with EE. I have been mis-sold an upgrade where the member of staff in store (Farnborough, Hants) deliberately withheld information during the process. Whilst chasing the sale, he changed my contract from unlimited data to 25GB due to his own assumptions of what I required. There was no discussion, and I never requested to go on a lesser plan. Not only did I lose my unlimited data, I also lost my free EU and USA roaming pass, again because the staff member decided for himself without any discussion that I only went abroad once a year!

Since when has it been acceptable for EE stores staff to assume what customers require, rather than discuss? Will be returning to the store today to return the phone, and end the new contract due to underhand mis-selling. And I'd better not get a text telling me my final bill will be almost 2 grand either.

[Chris_B]

@C1G8   Did you say you wanted unlimited data and smart benefits ?   Did you say what you wanted or did you just agree to what was being sold to you.    You was obviously happy with the tariff price but you assumed you would get a like for like for that cost.      Did you speak up and say anything at the point of sale?  Did you ask any questions about the tariff being offered?    Or did you just assume you’ll get a like for like ? 

And why not just change the tariff to what you want instead of trying to return a product that you don’t have a cooling off per with and the store doesn’t have to accept your return. 

[C1G8]

Tariffs weren't discussed, only the price. The staff member decided without proper discussion what I needed and has admitted to doing so. Suspect he knew full well that if he told me the unlimited tarrif was going to cost another £20 p/m he would lose the sale. And yes, I did question why he put me on the 25GB tariff. 

[Leanne_T]

Hi @C1G8 

Please let us know how you get on after visiting the store today. 

Leanne.

[C1G8 · Accepted solution]

All sorted Leanne. The store have reverted me back to my unlimited plan and I have retrieved my old phone that was used for the trade in. Upgrades I will do online in future rather than instore, I'll know exactly what's going on then. 

[Leanne_T]

Thanks for coming back and letting me know this is now sorted for you @C1G8 

All the best for the new year 🙂

Leanne.

[C1G8]

Chris,

I was there for an upgrade, not to change my tariff. I was happy with the price but unaware that the staff member was quoting for a different tariff because they didn't say it was priced on a different tariff. I hadn't asked them to price on a different tariff, it was their decision to do so and not tell me until it was too late. That is called being underhand and mis-selling because they wanted to get the sale.

As for the store not having to accept the return, once I mentioned taking them to the Ombudsman and Trading Standards, they were more than happy to take the phone back yesterday and return me to my previous contract and plan.