New Joiner

[MJC030]

I I only joined EE on Wednesday from Plusnet and was surprised to see an additional outstanding bill from last month of £50 added to my account. No mention that this was going to happen very disappointed with EE and am not sure that I really want to be part of a service company that treats its customers this way. Anybody else experience this treatment.

[MJC030]

Thanks James I have tried on at least 3 occasions to speak on the phone but no joy I have been sent a rapiddee link about 4 times they don’t seem to work on my old iPhone probably my fault as it’s a S5, should be in a museum I think. The complaint has been raised and EE have my number email and account I am sure they will get in touch when they have investigated further and discovered why this easy process is for some reason so protracted.

[Peterkevinmccan]

 

 

 Timeline… promised refund, refund confirmed, no change to online account, notified charge remaining and subsequently mobile bill paid! Why am I being told and promised one thing by EE but it appears not to have been acted upon. Unable to access my mobile account!

 

 

[Mod edit: Image rejected due to it containing personal information.]

[MJC030]

Good luck

[MJC030]

I think I will wait and see what happens Monday as I assume if they are going to draw the Direct Debit then it will be then as the 1 July is a Saturday. Hopefully we won’t be charged anything for this month as my £44 rebate means £6 has already been paid. It took 3 days for rebate to show in my bank account so fingers crossed yours may show before the close of today.

[Peterkevinmccan]

Thanks. This is a 30-day SIM just to keep in touch with family/friends and I usually use either iMessage, WhatsApp and/or Wi-Fi calls. However, no sign/mention of this supposed £50 deposit when I moved from, and via PlusNet. Promised numerous times that this charge had been removed, with evidence to back up however, limited access via EE app indicates otherwise.  It isn’t the amount that’s an issue; though as this is the least expensive of the 30-day EE SIM only options, it may indeed be an issue for some. For me, it is a matter of principle - it should be a ‘headline’ T&C… if indeed it IS in the T&Cs - thought it was just me affected, but seems it could be many more. Nothing yet debited from bank account, so I wait and see, giving EE benefit of the doubt for moment. If charge hasn’t been deducted great - but this is a huge COMMUNICATION company - what does it say about EE if their on line systems don’t reflect actions taken by their agents?  What if their agents are being ‘liberal’ with the truth and are telling customers ‘what they think the customer wants to hear’ knowing something is different on the EE billing system? 

[Peterkevinmccan]

Re my earlier post. I had uploaded photos of conversations with EE agents - I have been advised that I am not allowed to upload photos, personal information or ‘chats’ with EE agents - I was careful to ensure that there was NOTHING on any photos to either identify agents or indeed my own number etc. obviously, potential cause of embarrassment to EE? Perhaps the Regulator won’t have any such issues ?

[Peterkevinmccan]

What ‘personal’ information? 

[MJC030]

Exactly well said.

[Bilbo-T]

My wife an I both transferred to EE from Plusnet, on Plusnet’s advice and have both been hit with the £50  charge. She was told it was a deposit on her phone (the phone was bought outright, elsewhere, and is nothing to do with EE) and I was told it was due to my credit record, which is ridiculous because I have a near-maximum credit score and have never missed a payment for anything. After refusing to accept either of these explanations both issues were escalated to complaints and we were told the charges would be removed immediately, though they still show on the online billing site. In fact they say they are unpaid amounts from a previous bill, which makes it even more stupid. Not at all impressed with EE, the ‘Best network’ claims  don’t include customer service.

[Peterkevinmccan]

With you all the way. I could find nowhere in T&Cs where any mention is made regards taking a £50 deposit for the sake of a £6 (£5 ex VAT) 30-day SIM contract - that’s a 733% mark-up on monthly cost! This seems to be more common than I thought; just why are EE doing this? Perhaps if ALL of those affected make a formal complaint to the regulator, then EE would ensure that if they choose to make a charge, purporting to be a deposit (deposit for what though?) that it is communicated to their potential customers, allowing customers to make an informed decision.