Mis sold contract paired with terrible porting experience

[updev]

Not sure which channel to put this as there are a few problems.

On Saturday I went into EE in Morfa Swansea, my partner is with 3 and was sick of the bad signal, so we decided to go in and get her switched to EE as generally i've had fantastic service from you guys for the past 5 years.

She wanted a SIM only deal with some of the inclusive extras. The gentlemen we spoke to advised a full works deal, with 3 inclusive extras and unlimited everything. He suggested also including it on my plan as a family plan as it would give a 30% discount.

He quoted us the following deal:

Unlimited minutes, texts, data , speed, 3 inclusive extras of our choice.

With a family plan discount, it would be £32 a month. He then took the PUK code from my partners old SIM and started the process. He then handed me a tablet to sign some terms, with them already scrolled to the bottom. I signed the contract and he started the process of setting up the transfer, advised us to put the SIM in on Sunday night and by Monday lunch time it would have transferred.

It's now Tuesday evening, and the SIM hasn't transferred, some number i've never heard of is showing in my EE account instead of my partners number, and to make things worse, the price shown on the upcoming bill is not £32, rather £47. Lastly, I can see no option for the inclusive extras, where as on my own number, I can see the inclusive extra that I have.

So I feel a bit cheated, I haven't got what was promised, and nothing that was promised has happened. And when I tried to call today I had a long wait and was unable to hold, I call this evening after work and you are closed.

Let me be clear, this new contract is in a 14 day cooling off period, and my other contract which i've had with you for 2 years, is now out of minimal term. If this issue isn't resolved by Thursday, i'll be giving notice on BOTH agreements and finding a network that treats it's customers fairly.

[XRaySpeX]

@updev : I'm afraid you're confused! There is no 14-day cooling-off period when buying from a store, only when ordering by phone or online. That's all the statutory "Distance Selling" Regs cover.

It was a PAC not a PUK that enabled the porting of a no.

[Christopher_G · Accepted solution]

Hi @updev 

Welcome to the community

If you give our Mobile Care team a call, or pop back into the EE Store, the team will be able to check your account and make sure everything is as it should be.

Chris

[bristolian]

---

@updev wrote:

he started the process of setting up the transfer, advised us to put the SIM in on Sunday night and by Monday lunch time it would have transferred. It's now Tuesday evening, and the SIM hasn't transferred, some number i've never heard of is showing in my EE account instead of my partners number

---

Some of this already mentioned, but... a PUK stands for "Personal Unblock Key" and is used to unlock a SIM that's had its PIN entered incorrectly 3 times. a PAC stands for "Porting Authority Code" and is what you're referring to.

A PAC is normally actioned the working day after submission.  If all this happened on Saturday, the PAC would ordinarily have been submitted on Monday and the port-in happen on Tuesday.

CS should be your next call, who have access to your specific accounts and can advise further on timescales.

[updev]

Yes i meant PAC not PUK, it's easy to confuse 2 similar sounded acronyms when you are writing a message with feelings of frustration. And yes i'm aware of Consumer Contracts Regulations and how they pertain to distance selling. I'm also aware of consumer rights and contract law, and how coercing a signature of a contract or obtaining a signature under false pretenses would be enough to void such an agreeement.

Additionally, nothing that was agreed or requested has been fulfilled, the porting of the number, the inclusive extras or even the correct price. Details which have been conventiently overlooked in leiu of providing clarifications on the differences between acronyms.

Additionally, my other number is out of contract, one that has given substantial revenenue to EE for the past 6 years.

So in the interests of customer retention, regardless of what my apparent rights are, it would be in everyones best interest if EE took this seriously.

I will try to contact CS again.

[bristolian]

I would assume at some stage, you'd have been asked to confirm that the plan being setup was as agreed? If the tablet was scrolled at this point, were you able to scroll up to check?

[updev]

The gentleman didn't make it clear the agreement was the actual contract, he just said "sign this to say you're happy for your partner to bring her number over then we can continue" this doesn't strongly imply I was signing a new phone contract.

Again, I feel your choosing focus on semantics instead of the sentiment that I, a customer, who has not received what was agreed is unhappy, I"m not sure if you work for EE or are just someone in the community trying to help. Either way, help is not something you've done today, rather split hairs and try to discredit a paying customer.

I didn't even want to cancel my products, this would be a last resort should my issues have been unsolved today.

Regardless, your point is now irrelevant, I've spoken to CS on the phone, they've apologised for the issues in store, they confirmed the following:

- The wrong time / date of number porting was given in store, they apologised for this. The correct date will be tomorrow.
- The wrong price is showing in the EE mobile app, it is incorrectly showing the full price before 30% mutli plan discount. Again, they apologised for that and assured the correct price will be honoured during the next billing cycle.
- The plan I chose in store exists on the EE computer system twice, (2 versions of it), one which is an "apple version" and one an "android version". The "Apple" version comes with pre-set extras such as Apple One. The "Android" allows you to chose 3 inclusive extras from a pool of potential benefits. The person instotre mistakenly added me to the Apple plan, despite clear advise given about the specific inclusive extras we required. He has advised that in 30 days they can transfer it onto the correct plan and I will be able to utilise those benefits. Again, the CS apologised for this, and has credited my account to compensate for the inconvenience in the interim.

Whilst it took time to finally get through to CS, they resolved all my queries, were emphatic and made no attempts to discredit my claims. Which is more than could be said for some of the "support" provided within this community forum.

Note to self: Don't post on here in future.

[Christopher_G]

Hi @updev 

Thanks for coming back to update us with how your call went. I'm glad to hear that they were able to confirm those things for you and get a resolution in place. Hopefully everything is sorted for you soon.

Chris

[bristolian]

---

@updev wrote:

Which is more than could be said for some of the "support" provided within this community forum. Note to self: Don't post on here in future.

---

The nature of support fora is that you only get to hear one side of the story, and sometimes only the parts that suit the person posting. I would also never recommend blindly signing any documentation without checking the contents - that applies everywere!

It's pleasing that, in your case, simple human errors were largely the cause and that a satisfactory outcome has been reached.