We faced exactly the same issue.
Called EE to discuss lowering one of 2 contracts as with the cost of living the price isn’t affordable and (get this!), the representative I spoke to advised me to stop paying my bill altogether and to let the collections team call me and find out if they can do anything to help. To say I was flabbergasted by this “advice” is an understatement!
We’ve been with EE for many years (was with Orange and T-Mobile before) and to be treated like this when all you’re trying to do is keep your head above water is quite frankly disgusting.
I’ve left feedback over text message but I highly doubt anyone will read it.
