Removal of Discounts Mid Contract

[DaveH2603]

I have just been told that after having renewed my EE Mobile contract in May with Friends and Family discount for 24mths that June there was a change in policy and the discount has been removed mid contract without any notice and charges increased? Has anyone else had experience of this or found a way to challenge this?

i could understand them having certain tariffs that discounts cant be applied to and stopping new discounts  at resign / renewal but to just remove a discount mid contract with no notice seems to be a awful business strategy. 

[Debbie_G]

Hi @DaveH2603.

Thanks for coming to the community.

I can understand why you're looking for some clarity on this.

I'd recommend getting in touch with our customer support team to discuss this further. They'll be able to answer any questions you have about the changes applied to your account, review the situation with you, and if needed, escalate this further. 

Debbie

[DaveH2603]

Hi Debbie, 

i have and the answer was very vague. The policy seems to be as i suggested. Discounts removed mid contract without any notification or discussion. i only found out by checking my bills. Cannot believe that this was an deliberate intended strategy but it could be which isnt good news for EEs customer service reputation hence why i wanted to see if anyone else had experienced this. 

Am hoping the intent was to apply to new contracts and not in flight contracts and mine was a mistake but need more information that the customer service or billing team doesnt have. hence resorting to the community to see what others have experienced as this cannot be uncommon. 

Dave

[Debbie_G · Accepted solution]

Hi @DaveH2603 

I can completely understand your concern.

If our customer support team have already looked into this for you, they should be able to explain what has happened with the discount and why it has been removed.

If you're unhappy with the explanation you've been given, or feel the issue hasn't been fully resolved, I'd recommend getting back in touch with our customer support team. If they aren't able to resolve things for you, you can request that a complaint is opened so it can be investigated further.

More information can be found here: Make a complaint.

Debbie

[DaveH2603]

Thanks Debbie, I have raised a complaint and got an acknowledgement but dont seem to be able to find a way to get an update or understand timescales to expect a response?

Dave

[Lesley_W]

Thanks for the update @DaveH2603 

How did you raise the complaint, was it with a guide over the phone?

Lesley

[DaveH2603]

Raised via the webform and chat and got the email acknowledging the complaint saying be in touch but no reference, contact number or timescales for follow up 😞

[Lesley_W]

Thanks for confirming that @DaveH2603 

I'm sorry there hasn't been more transparency with timescales. You usually would be contacted within 7 days if you have made a complaint this way. 

Lesley