OVERBILLING!! My Contact Period is over, yet I am still paying.

[Tein]

I got a 2yr contract for a new phone. I have paid more than £70 per month for the phone and data during this duration. This should have ended November, yet I am still being charged at the same rate. I have had several issues with EE during my time using it especially their apps, website and assistance. If this is not sorted immediately and appropriately, this would be that straw that breaks the camel’s back. 

 

 

[XRaySpeX · Accepted solution]

EE's traditional mobile contracts have no concept of paying off the handset. You agreed to pay the same price for the full duration of the total bundled contract. There may however be a 10% discount 3 months after the end of min. term. You may always choose to upgrade your contract to a cheaper SIM-Only contract from the last 30 days of your contract term.

These mobile contracts don't just end, just the min. term expires. They are not fixed term contracts. After the min. term they just carry on at the same price on a rolling 30-days' notice basis until you explicitly cancel, upgrade or port your no. away. 

[Tein]

So EE does not inform their customers about their contract term expiring but would continue to charge them for their phone that they have paid of? Wonderful. It’s also wonderful how the website and app doesn’t have any options to change it and only recently started showing my my service plan. How can I upgrade my plan to sim only then. While you’re at it, is it possible to claim a refund? If not, just go ahead and tell me how to close my account but keep my number.

 

[XRaySpeX]

1. EE should send you a reminder that your contract will be ending 14 days before you reach min. term. You’ll also be reminded 60 and 90 days after you reach min. term.
2. Do "Upgrade Now" from your EE a/c or call CS to upgrade to SIM Only.
3. No refund is due.
4. As you want to keep your number, text PAC to 65075. It will respond with your PAC & how much you will have to pay in Early Termination Fees if you are still within your min term. Give the PAC to new provider. This will have the effect of cancelling your EE contract.

[Northerner]

Hi @Tein 

It is all in your terms and conditions, did you read them.

https://ee.co.uk/help/terms-and-conditions

Thanks 

[bristolian]

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@Tein wrote:

I got a 2yr contract for a new phone... This should have ended November

Just to add... the logical consequence of a contract "ending" is that the service provided under that contract also ends. In practical terms, that means your service is disconnected.

You refer to having a "2yr contract" which is also a popular misunderstanding. You have an ongoing contract with a minimum term of 2years.

This contractual structure is not an EE-thing, it's how the mobile industry has traditionally operated. There has been a move in recent years towards the FlexPay structure, where you have 2 separate contracts - each have their own independent monthly payment.

1: A fixed-term finance loan for your device hardware, which naturally ceases once repaid

2: A rolling minimum-term airtime contract for your usage.

This sort of plan may suit you better in the future.