Contract ended but still being charged!

[rita-67]

The same thing happened to me, it doesn't make sense, why not make it clear in the contract or at least give us a heads up when signing the contract. My contract for my phone ended in November and I thought they would stop charging automatically, little did I know they were still taking £80 out of my bank up to this day.  And when we told them they said they can't do anything because it says in the agreement. 

[rita-67]

Why would we have to contact you, our contract days are already in the system and you know when they end, why would you give your customers extra hassle. Looks like an easy way to keep getting money. 

[rita-67]

This happened to me too, they didn't refund me they just said you had to come in and let them know that your contract had finished. How was I supposed to know, normally they should stop charging you once the contract is over and paid for. It seems like a total robbery to me, doesn't make sense as I was charged 4 months extra for no reason.

[XRaySpeX]

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@rita-67 wrote:

My contract for my phone ended in November and I thought they would stop charging automatically,

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That's not the way it works, with any telecoms provider!

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. 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.

[Debbie_G · Accepted solution]

Hi @rita-67.

Thanks for coming to the community.

Once your minimum term is up, the account doesn’t close on its own. It carries on month‑to‑month at the same price until you tell us what you want to do next.

Your service won’t stop unless you let us know you want to cancel, upgrade, or switch to a SIM‑only plan. This gives you the flexibility to choose what happens next, and it also means you’re never suddenly left without service or access to your number when the minimum term ends.

An end‑of‑contract notification is sent before your minimum term ends, so you know your options and can avoid paying more than you need to. If you didn’t see anything come through, it’s worth getting in touch with our customer support team. They can check your account and confirm when the notification was sent.

Debbie

[rita-67]

on the contract it says the fixed date that the contract will end, seems like a skill issue to me if u cant find a way to make stuff easier for ur customers.

[rita-67]

Well yes I will check with the customer support team because I never got a message from EE that my minimum term is coming to an end, and if so all these things should be stated clearly when discussing the contract. Many people will skip past the message thinking it's another normal EE message. Maybe it's time your team reviews your methods so you don't steal from unaware customers. 

[ee_user14]

Were you surprised when your phone was still working, after your contract had apparently ended? Would you have compained if it was disconnected without you asking it to be?

Were you surprised when you checked your bank after your contract had apparently ended, and you were still being charged £80/month? The deductions were happening for 5 months, yet that's how long it took you to notice £400 missing?

If customers are unaware of some things, perhaps you should consider a non-contractual PAYG line without any commitment.

[Chris_B]

@rita-67 would you be happy if your were abroad and your service just stopped because you reached the minimum term.    Not understanding what happens at the minimum term is sorry to say this a you issue because you didn’t read the contract T&Cs. 

[rita-67]

First of all I dont know who u think u are telling a customer this is a u issue, second of all u can make it clear in the contract instead of making all the terms and conditions size 5 were i had to read it with binoculars.