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