Mis-sold a monthly contract by EE over the phone

[StrictlyMad]

Hi, wonder if anyone can help.

Just as a fore note, I have a disability where part of it means I can get confused easily and have brain fogs.

After finishing a contract with EE (2nd line son's phone) I wanted to bring down the monthly cost for the meantime until black friday deals and thought the best way was to go over to a sim only monthly rolling contract. Reason for this is so I could buy him a new phone for his birthday or Christmas (on a monthly contract) and get the better deals. 

The lady on the phone (back in May) told me I'd be better off going on a 2 year sim only as it was cheaper. I asked if there would be a charge for ending the sim only contract early and she said "No".  I triple checked this throughout our conversation as there was always a charge before and I wanted the rolling monthly as I could stop that at anytime even the the cost may be higher short term. Each time I checked the lady said I could cancel at anytime no charge.

Today I have been on the phone with EE to upgrade my existing 2nd line and add a 3rd and was told I would have to pay a termination charge of over £200!

Absolutely fuming!

I asked how long are recorded calls kept for and the representative said 6 months. So it has been literally days where they can't go back and check the recording. 

Have been with EE since the beginning, going back to when it was orange (orange merged with t-mobile to form EE). I am severely disappointed with EE and feel like taking all my business elsewhere. I feel taken advantage of.

Now I am in a difficult situation where I may not be able to purchase the promised phones for Christmas or my other son's birthday in time and/or with the black friday deals reduced cost.

Does anyone have any ideas what i can do. And where can I raise a complaint with EE and when do I involve ofcom/ombudsman? 

Thanks all.

Keith

[Northerner]

Hi @StrictlyMad 

You'll need to make a complaint here: https://ee.co.uk/help/contact-ee/complaint

You can make a subject access request here: https://ee.co.uk/help/security/staying-safe-online/request-my-personal-data

Thanks 

[bristolian]

If you change from a pay-monthly device plan, to a SIM-only, you can upgrade back to a device-plan anytime - there is no lockout.

Ofcom don't accept individual customer complaints, the Ombudsman require you to exhaust a provider's process first - which means allowing them 8 weeks to resolve, or provide a deadlock letter confirming their final position.

[StrictlyMad]

Thank you very much.

[StrictlyMad]

Hi @bristolian 

Yes that does sound familiar re the upgrading back to a device plan. All I vaguely remember was that the lady said that I would not be charged if staying with EE. Not being charged was my whole plan as mentioned before. Why the representative today didn't say this is beyond me and I'd probably be sitting here now all sorted with 2 new contracts and phones on their merry way. Thanks for your time.

[bristolian · Accepted solution]

I'd call back and speak to another agent. See if you get told the same or not.

[Ali_A]

Hi @StrictlyMad 

Existing SIM only customers can upgrade at any point during their SIM contact to a new device.
I'd recommend giving Customer Service on 150 another call where a guide in the Upgrades Team will be able to help you with your upgrade request. 

You can find out more at What is a SIM-only plan? |EE

Ali