Mis sold but charged for plan. No simcard sent.

[KatTab]

Last Friday I agreed a plan £9 for 30gb a month on the phone with EE. I have a photo of the agreement I signed. 
£9 was charged to my bank account, as a direct debit. I then got an email saying that the plan was £10 for 5gb. I phoned EE. After this and a further long call I found out that I had been mis sold the plan. A man called William said he would raise a customer complaint and phone me back on Saturday. I have heard nothing further. No simcard has arrived. 
I have spent a great deal of time on the phone about this. I am supposed to be switching from another provider and gave EE a pac code.

I am now left in limbo and dont want to have to phone EE again. 

What should I do?

[KatTab]

I do not have the option to use chat even though the person who mis sold me the plan told me I would. This was an EE person at I think he said North Tyneside.

[Ali_A]

Hi @KatTab 

Welcome to the Community Forums. 
 

I'm really sorry to hear of the confusion you've been facing with your new account with us. It's certainly not the experience we expect for any customers, especially when you're joining us new. 

I know you'll be keen to get this resolved as quickly as possible, so I'd recommend giving Customer Service another call where they will be able to check the notes and update you with the steps being taken. 

Online chat is accessed through the EE app for al Pay Monthly contract customers. For this to be available in the EE app, you'll need to register your online account and link it to your Pay Monthly EE mobile number. 

Please keep us updated with the progress of your query

Ali 

[KatTab]

Thank you, but I am less than impressed with EE and will stay with my existing supplier.

Please refund me the £9 you charged me and I will stop the direct debit with my bank.

This note serves as written notice that this is what I wish to do.

[Ali_A]

This is a member centric Community Forum with no account access, @KatTab 

Sorry to hear you're looking to cancel your SIM. I'd still recommend giving Customer Service team a call as they will be in the process of resolving the issue. 

However, if you do still want to go ahead and cancel, 14-day returns/cancellations are now processed online at our Returning a mobile device or SIM (within 14 days) | EE page. 

Once you've filled out the form a guide from the returns team will contact you to confirm the next steps. 

Ali 

[KatTab]

• I have not been sent a simcard. William who took my call on Saturday told me that he had raised it as a complaint. I have no correct contract to cancel.

[KatTab]

I don’t. Ind sending a photo of correspondence so far by email to someone, but i am not going to have another wasted hour on the phone. 

[bristolian]

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@KatTab wrote:

This note serves as written notice that this is what I wish to do.

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Posting on a public internet forum with no access to individual customer accounts, unfortunately does not class as "serving written notice"

[Schockwave]

@KatTab , just to add, SIM cards are sent out by second class post, so depending when you requested it, will depend when you get it, as it will be down to the Royal Mail to deliver the SIM card.

[KatTab]

My bank will require something in writing. I already had three phone calls with EE. They were supposed to have raised a complaint and get back to me. I will wait until Friday to see if the sim arrives. Then I will cancel the direct debit. I notice that EE do not put much in writing, but fortunately I took a photo of the contract I signed, which EE tell me I was mis sold.