Reduction in Costs due to cost of living increases

[simonpmk]

Hi,

I have been a very loyal customer with EE for over 12 years,  I have 9 lines on my account.

Given the current situation with fuel bills.. inflation etc I have been asking suppliers to help reduce monthly outgoings to cover those existing increases and potential going forward.  Most suppliers have agreed to some reduction and assistance in reducing contractual obligations and associated costs.  (for example Sky have agreed to changes to reduce my outgoings and waived some normally applicable charge to change mid contract) and allowed me to save approx £50 pcm.

I range 150 and spoke to EE and their response was : you signed a contract and that is still in force, no movement and very inflexible.

Has anyone else tried this approach and did you get any different response?

Quite frankly it has left me irritated and confirms that brand loyalty is a waste of time - and if it remains the same I will be leaving EE despite my Friends and family discount - the discount is not worth the inflexibility.

[Jon_K]

Hi @simonpmk.

Are you coming towards the end of your contract?

You're not able to downgrade your plan mid-term, but at the end of your contract you'll be able to make some potential money saving changes.

Jon

[simonpmk]

Hi,

Very early in the contract - less than a month.  I had hoped there would be some concession being so soon after the cooling off period.  I understand that a contract is there as an agreement, however given the closeness to the start, and the 3 lines in question being SIM only arrangements I had hoped there would be some compromise to be had by mutual agreement.  The other 6 lines I have I understand and accept they need to run their course.

However no reduction or review has been offered and leaves me with the view that the best thing I can do in the long run is to extract myself from EE.

I appreciate the quick response - however have little confidence you will be able to influence the corporate stance.

Simon

[bristolian]

If anything I would expect there to be more room for negotiation as you come towards the end of your contract term rather than so soon into the minimum term.

This sort of scenario is generally what the cooling-off period is there for, every service provider will need to have a cut-off point somewhere.

[simonpmk]

Agreed - there is normally a opportunity to adjust by mutual agreement, given the circumstances I hoped this would be the case to prove customer service is not purely contract based and an element of common sense could prevail.  I have encountered other suppliers adjusting within reason with a longer term approach to retention being uppermost.

Never mind - I think it was hopeful at best.

Simon

[XRaySpeX]

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@simonpmk wrote:

I hoped this would be the case to prove customer service is not purely contract based

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But it is principally contract & T&C's based with a soupcon of acumen. I don't think you can expect anything different.

[simonpmk · Accepted solution]

I think there is nothing to be had from this forum or direct contact with customer services..  I’ll vote with my feet and start extricating myself from EE.

I will find other ways to get what I need and reduce my bills bit by bit.

[Kamalpaul1977]

I find this very hard to believe, I have been with Ee for over 9 yrs, I called them in relation to the colc and said I have cancelled my direct debit as I will not be able to cover my next bill, I explained my circumstances to them that I am a fill career for my parents and they were very sympathetic with me and as a result they halved my bill for 6 months which I though was very nice of them to do that for me. 

[Leanne_T]

Thanks for coming here and letting us know @Kamalpaul1977

All the best 🙂

Leanne.

[LauraShip81]

Hi Simon,

I had the same ..... I've been a customer for approx 8+ years with 5 contracts on my account with my family members. I contacted them though regarding my EE Perks as I'm eligible for discount due to my bluelight discount. When I initially contacted EE it was regarding my discount being added as I had upgraded 2 of my contracts inn store but due to them wanting a fast sale; I was told that I had 28 days to contact EE customers services and they would gladly add my discount but for unforseen circumstances I wasn't in work and i didn't have access to my work email and at that time they had moved the goal posts changing thier Terms and conditions stating that I had to get a authorisation code sent to my work email where I would get a PERK code to use to get my 20% discount online or in store but my work email is highly strict confidential so unable to access at home. I provided my photographic work Identification and sent it via the EE chat and 48hrs later I recieved a email saying that it was excepted YET the siscount was still not pit on my account nor was it bk dated so I spoke to a EE colleague and they raised it with the relevant team and assured me that this would rectify my current situation and all will be resolved within a matter of days. 3 months later it still hadn't been applied and after speaking to numerous colleagues and being passed from pillow to post I came across I obnoxious vile human being on the other end of the phone who refused point blank to help and he even asked me to resend my work Identification plus the email that I had recieved from EE Customer care saying it was excepted as it was valid photographic government identification; but this obnoxious individual said he wasn't going to apply the discount nor back date it as I could be anyone so I offered to have my ID at the side of my face and do selfie so he could tell I wasn't pulling a fast one but he was just refusing anything I suggested and said he wasn't going to help and he wasn't going to apply my discount. After 1hr 49 mins on the phone and going round in circles I added to speak to his manager and his response was sorry he left half an hour ago so I asked for his full name and and said I wanted to raise a complaint,  a few days later I recieved a phonecall and the discount was added straight away and back dated .... they couldn't apoligose enough but because of one human being nasty and being unhelpful I have nowleft which is a utter shame due to the amount I was paying they lost my loyalty and £220 PCM and that was with discounts off.

So I clearly feel your pain and frustration 

Goidluck with your future supplier 👍