On 24th January I visited an EE store to upgrade my phone and also arrange a new contract / extend my existing contract.
Right at the beginning of the consultation, I stated to the sales assistant that I did not want my phone bills to rise from the £45 a month I was currently paying.
I selected a new phone and was then informed that the phone came with a sim card. At no point was it mentioned by the sales assistant that this sim card came with a monthly charge, The sales assistant actually suggested that I gift the sim card to a friend as it came with 30GB of data each month. Still no mention of a charge.
Fast forward 2 phone bills later, and I now have 2 mobile phone contracts, 2 mobile phone numbers and a bill of £60 a month. The new sim card actually comes with a charge of £20 per month (it should be £30, but I receive a £10 a month discount for having 2 contracts!!). How kind!
I was on holiday abroad in March and used my phone quite a lot. I presumed the rise in phone charges was due to using data while abroad. `On April's bill, there was again a charge of £60 for the month. When I checked my bills online, I had been charged the additional £20 for my "second contract" again.
I contacted EE customer services who themselves suggested that I had been mis sold a product in store. They suggested I contacted the store. I did this and explained the situation and was then told they would look into the complaint and phone me back within 2 days. On the third day, I had to phone the store back myself.
During this telephone conversation, I was told that they had looked into my previous bills and the charges were correct. Correct from the point of view that I had taken out a second contract and the £60 per month covered these. What they are failing to understand is that I did not agree to take out this second contract and was never informed of the additional charges that would apply. When I suggested that I return the new, unused phone and sim card for this new contract to the store for it to be cancelled, I was informed that the 28 day "cooling off period" had passed and there was nothing the store could do
I am now planning to visit the store at the weekend to speak to the manager.
Has anyone had experience of this before?
I feel like I have received terrible customer from the initial sales assistant back in January, I have been mis sold a product and I am now receiving abysmal customer service from the store as I was miss sold a product.
Thanks in advance for any advice
