Nightmare upgrade with EE

[kaisah16]

Hey all,

My 2 year contract came to an end today, so last month I "upgraded" to a sim only deal. This showed up as £9 a month. I put this through on the 20th August via the EE app on iOS. By the 21st, I hadn't received any confirmation at all (email or text), so contacted EE via the app chat to confirm it had gone through. After trying to sell me a smart watch (?!), the operator did confirm the order had gone through. However no specifics were discussed - just that my new plan would start on the 17th September.

Fast forward to today, I get a text to say my new plan is active. I check online in my account to see and it says £13.50 (full price £27, with 50% F&F discount). I query this via live chat and they have no idea what I'm on about. They decide the original price was "null and void" and agree to cancel my upgrade.

This has messed up my account quite a bit it seems. My plan now says I'm on a £33 a month plan with no discounts applied. The EE rep told me to upgrade again however all of the options no longer include any discounts so are way higher. 

The operators I spoke to via live chat didn't seem to grasp the situation and just replied with various copy/paste responses, and again tried to upsell me another line (this was the "complaints manager"). In the end they said to wait a few days and my discount should show back up, but I'm not so sure. They didn't seem to have a clue to be honest.

Before I call EE up and dedicate 4-5 hours of my life to that, does anyone have any similar experiences or advice? I wish I had just left it as it was now but I was so incensed at the "bait and switch" I told them to cancel it. Didn't expect it to royally mess up my account to this degree.

[Peter_W]

Good afternoon @kaisah16.

Thanks for taking the time to highlight the experience you've had with your upgrade, and I can totally understand why you'll feel let down with this. 

We don't have access to accounts via these forums, but I really want to make sure we help point you in the right direction for getting this checked out. 

When you placed the initial order, did you receive a confirmation showing all of these discounts?

Peter

[kaisah16]

Hi Peter, no I didn’t get any confirmation at all. Thats why I contacted EE again the next day to confirm the order had gone through. Not sure if you’d be able to access my account and see the chat transcripts but they are interesting reading.. 

They did confirm that however I didn’t ask them to confirm the price or anything - just assumed that would be that. 

The last rep I spoke to said they had “fixed my account” and the discount should be there now, however I can’t get any F&F discount to work at all apart from on the £36/month sim only, which makes it £18. This is more expensive than even the higher price I had… 

Not sure what to do now other than cancel my contract entirely and look elsewhere. They put me on a standard £33 a month tariff by the looks of it so I’m stuck paying that until I either upgrade to a more expensive tariff or leave 

[Peter_W]

Thanks for explaining all of that @kaisah16.

We don't have access to your account via this public forum, but so we can make sure all your options are looked into, my best recommendation would be to get this raised with our dedicated complaints team.

They're our highest point of escalation, and will be able to review all the details of your case and say for sure what options we have available to help.

If you click on the link above, this will take you to our online form to get this raised with them directly.

Peter